Computer Skills
Solutions-focused, team oriented Senior Technical Support Analyst with broad-based experience and hands-on skill in the successful implementation of highly effective helpdesk operations and the cost-effective management of innovative customer and technical support strategies. Proven ability to successfully analyze an organization's critical support requirements, identify deficiencies and potential opportunities, and develop innovative solutions for increasing reliability and improving productivity. A broad understanding of computer hardware and software, including installation, configuration, management, troubleshooting, and support.
Technical Support Specialist
2011 till 2013 Vodafone EG
Monitor industry innovations, perform competitive analysis and prepare business and marketing requirement documentation.
Ensure synergy with technical product management team, business development team and marketing team.
Develop KPI's & performance reporting schemes to new Internet call center.
Develop monthly/ Quarter/Yearly Operation plans with direct responsibility of execution & results.
Execute Internet products online campaigns.
Experienced in Internet promotions.
Experience of working in a multi vendor environments.
Created and managed technical training programs.
Developed new Internet rate plans acquisition.
Developed new strategic Internet plan.
Implementing tasks through team to drive execution.
SR.Retail & Over the phone Technical Support
2007 to 2011 Vodafone EG
Own all customer inquiries regarding business solutions till closure and post resolution calls to ensure customer satisfaction and close case though phone, retail & personal visits.
Initiating and implementing projects to develop customers experience level in Business solution Products and to enhance the knowledge for the customer care teams.
Online support (LogMeIn).
Internet technical product owner (iPhone & Mobile).
Cellular data network coverage project owner.
Preparing online technical material & self-help tools sample
Testing new data products – report Pros, Cons & recommendations.
Conducting technical trainings to other teams (Mac OS X & iPhone specialist).
Expert project (provide technical trainings for customers through personal meetings).
Vodafone Engezly, Vodafone app store, OVI store payment method UAT.
Previous Positions
2003 to 2007 Vodafone EG
Campaign Management Representative 2005 – 2007.
Customer Service Representative 2003 – 2005.
OS: Mac OS X, Windows & Ubuntu
OS & Network setup & problem troubleshooter.
Internet search expert
Final Cut Pro X
MS Office
iWork
Visio
Personal Skills
Strong attention to details
Customer Oriented
Idea generation.
Delegation
Visionary
Strategic
Modern Academy Maadi
Accounting section 1999 - 2002
Courses
Apple Certified Support Professional (ACSP) 10.9 Mavericks – 2014
(Self-study).
How to program – C language – 2013 (Amit Learning center – 32hr).
iOS development diploma (OOP, Objective-C & XCode 5) – 2013
(Amit learning center – 92hr).
RESUME
Professional
info
Work
experience
Education
Area of Extertise
Knowledge of mobile marketing.
Project Management practices.
Negotiating win, win solutions.
Stakeholder engagement.
Team management.
Problem Analysis.