Amin Soliman
Dubai
Summary
Experienced project coordinator with a strong background in project management, customer relations, communication, and information technology in the UAE. With Proven track record in project coordination, budget management, and process enhancement, consistently achieving milestones while exceeding customer expectations. Experience spans multinational corporations and government sectors, supported by certifications such as PMI-PMP, PMI-ACP, and ITIL. In-depth knowledge of local regulations and proficiency in systems like SAP, JIRA, and CRM. Adaptable to diverse technological environments, excelling in dynamic settings and thriving on tackling new challenges.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Project Coordinator
BIOTAL SERVICE FZ-LLC.
03.2022 - Current
- Aligned project scope with organizational goals through cross-functional collaboration and detailed planning tools.
- Coordinated internal and third-party resources to ensure seamless project execution within timelines and budget.
- Maintained clear communication with stakeholders and developed strong vendor relationships to optimize project success.
- Adapted to changing priorities and challenges, ensuring continued project success through agile problem-solving.
- Delivered timely project reports to stakeholders, ensuring transparency and maintaining trust throughout the project phases.
Project Coordinator- PMO
Ras Al Khaimah Municipality
03.2019 - 02.2022
- Improved technical and data workflows, managed change requests, and gathered business requirements while obtaining necessary approvals from Heads of Sections.
- Fostered collaboration with the operational production team to address daily data-related challenges and conducted detailed meetings with various business groups, including senior management.
- Worked seamlessly across departments, engaging with stakeholders at all levels to ensure alignment with project objectives.
- Played a key role in preparing and delivering project status reports and presentations to senior management, providing updates on progress, challenges, and solutions.
SAP Technical Support Team Lead
Ras Al Khaimah Municipality
02.2018 - 03.2019
- Supervised and mentored support teams, fostering collaboration with other departments.
- Initiated performance objectives, emphasizing continuous improvement to ensure effective SLA fulfillments and efficient service delivery.
- Managed ticket queues, prioritized workloads based on SLAs and provided technical integration support to clients.
- Collaborated on implementing ITIL processes for Incident, Problem, Change, and Service Improvement, while troubleshooting and solving advanced technical challenges.
- Developed and delivered comprehensive training programs for internal and external users to enhance service-related knowledge.
- Managed team schedules and coordinated rotations to optimize operational effectiveness.
SAP Technical Support
Ras Al Khaimah Municipality
03.2016 - 02.2018
- Handled technical inquiries from municipality call center, monitored system performance across departments, and prepared weekly summaries for review, while managing customer interactions both in-person and online.
- Executed a structured training program that enhanced user capabilities and streamlined workflows, while creating efficient help desk to minimize resolution time for technical problems.
- Spearheaded role-specific authorizations, improving data security across users.
SAP Technical Support
RAK Electronic Government Authority - EGA
03.2014 - 02.2016
- Contributed to a team responsible for leading a large-scale digital transformation initiative for government services, with an emphasis on thorough testing, quality assurance, and the development of user manuals for both internal and external stakeholders, ensuring deployment and compliance with SLAs on the RAK.AE portal.
- Spearheaded the creation and execution of detailed test plans, established comprehensive work guidelines, and generated in-depth testing reports to optimize operational workflows and system performance.
- Delivered ongoing training sessions to keep the team aligned with the latest support practices and industry standards.
- Actively engaged in strategic discussions, offering recommendations for continuous process enhancements, while managing user feedback and resolving issues, ensuring the successful delivery and continuous improvement of new services.
Technical Services Coordinator
Egypro FME - Facility Management and Engineering
12.2008 - 02.2013
- Supervised daily team operations, ensuring effective communication of goals, conducting thorough reviews of project scopes, and addressing potential issues while providing coaching to enhance team performance.
- Managed escalated issues, optimizing resource allocation for IT service contracts, and negotiating favorable terms with vendors through legal channels to ensure cost-effective execution and compliance.
- Collaborated with senior management, including the Senior FM Manager and Leadership Team, to set project priorities and deliverables, demonstrating strong communication and teamwork skills at all levels.
- Maintained meticulous documentation, including project briefs and communication plans, to ensure efficient project management and accurate record-keeping.
Call Center Team Lead
Orange Telecom
02.2005 - 11.2008
- Introduced key performance indicators (KPIs) such as call interruptions and wait times to continuously measure and improve team efficiency.
- Implemented strategic team rotations during peak hours to ensure optimal coverage and SLA.
- Balanced workload and responsibilities among team members, ensuring optimal productivity and job satisfaction.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
Call Center Agent
Orange Telecom
01.2004 - 02.2005
- Proficiently investigated and resolved customer queries, handling complex issue escalations and addressing dissatisfied customers.
- Maintained and updated customer records to ensure accuracy.
- Achieved an 85% monthly resolution rate and a customer satisfaction score.
- Closed 95% of trouble tickets on the first call without escalation, consistently ensuring quick and effective issue resolution.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
Education
Bachelor Of Applied Statistics And Data Science -
Faculty of Specific Education Damietta University
Skills
- Project Management
- CRM & ERP
- MS Office
- Agile Projects
- Business Analysis
- Process Improvement
- Communication
- Teamwork
- Operations Management
- Time Management
- Detail Oriented
- Project Coordination
- Customer Management
- Training and Development
- Budget coordination
- Technical Support
Languages
Arabic
English
Certification
- Project Management Professional (PMI-PMP)
- Agile Certified Practitioner (PMI-ACP)
- Information Technology Infrastructure Library (ITIL V4)
Timeline
Project Coordinator
BIOTAL SERVICE FZ-LLC.
03.2022 - Current
Project Coordinator- PMO
Ras Al Khaimah Municipality
03.2019 - 02.2022
SAP Technical Support Team Lead
Ras Al Khaimah Municipality
02.2018 - 03.2019
SAP Technical Support
Ras Al Khaimah Municipality
03.2016 - 02.2018
SAP Technical Support
RAK Electronic Government Authority - EGA
03.2014 - 02.2016
Technical Services Coordinator
Egypro FME - Facility Management and Engineering
12.2008 - 02.2013
Call Center Team Lead
Orange Telecom
02.2005 - 11.2008
Call Center Agent
Orange Telecom
01.2004 - 02.2005
- Project Management Professional (PMI-PMP)
- Agile Certified Practitioner (PMI-ACP)
- Information Technology Infrastructure Library (ITIL V4)
Bachelor Of Applied Statistics And Data Science -
Faculty of Specific Education Damietta University
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