L2 Technical support & MIS Team Leader
Abu Dhabi Media Team
Total years of experience :7 years, 9 Months
• Handel online customer’s enquiries.
• Check and test online live stream
• Resolve all related technical issues with the live stream (if occurred) along with ADM mobile apps and ADM website.
• Assist testing phases (web QA, payment gates, website development)
• Communicating with customers via phone and emails. (if required)
• Technical support and network troubleshoots.
• Sr. communication executive tasks (mass communication e-mailers and SMSs)
• Generate daily reports (Login/Logout, performance charts and daily measurements analysis)
• Generate monthly reports (via IVR/CRM) along with budget analysis and perfoemance summary.
• Make sure all the team members reaching their monthly targets (sales and assigned tasks).
• Ensure the smooth conduct and quality of development (team KPI/KPO)
• Create and design monthly/weekly rosters (shift design - if required)
• Participate in developing the project procedures and schedule.
• Write documentation (workflow “charts” and training materials)
Contact Center Executive
At: Aramex | Location: Dubai, United Arab Emirates.
From January 2010 - September 2010
• Support and provide superior service via phones and e-mails.
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, call backs,
holds etc.
• Apply appropriate actions to effectively control a telephone call.
• Provide customers with product and service information.
Senior Web Developer & Design
At: Multi-Color Egypt (MCE) | Location: Cairo, Egypt.
From April 2009 - December 2009
• Develop and create websites for registered customers.
• Integration project in co-op with Yellow Pages (Egypt) to add our customers to their DB.
• Develop various marketing/shopping websites.
• Technical Support.
• Web design.
Senior Web Developer
At: Play Market (P.M) | Location: Cairo, Egypt.
From September 2008 - March 2009
• Develop and create websites for registered customers
• Developed an online search engine (Directory) which covers different sectors inside Egypt
• DB admin.
• Technical support.
• Website design.
• Search Engine Optimizations (SEO)
Technical Support and Web Developer
At: Advanced Technology | Location: Cairo, Egypt.
From January 2006 - August 2008
• Technical Support (HW/SW) and network troubleshoots.
• ASP.net web application developer.
• System Analysis.
• System testing and QA.
Experience Last Used
C# Professional Currently is being used
SQL Professional Currently is being used
Java Beginner More Than 2 years
Programming paradigms
Name Experience Last Used
Structured programming Intermediate Currently is being used
Object oriented programming Intermediate Currently is being used
Web Development
Name Experience Last Used
HTML Expert Currently is being used
FrontPage Professional Currently is being used
Dream Weaver Professional Currently is being used
JSP Intermediate More Than 2 Year
ASP.NET Professional Currently is being used
DBMSs
Name Experience Last Used
Oracle Developer 10g Intermediate More Than 2 years
Oracle DBA Intermediate More Than 2 years
Microsoft SQL 2005/2008 Professional Currently is being used
Experience Last Used
All Windows Versions Professional Currently is being used
Developing tools
Name Experience Last Used
Microsoft Visual Studio .Net Professional Currently is being used
JDeveloper (10, 10.3, 11) Professional More Than 2 years
General applications
Name Experience Last Used
Microsoft office Professional Currently is being used
Microsoft Visio Professional More Than 2 years
Enterprise Architect Intermediate More Than 2 years
Other
Name Experience Last Used
Security Intermediate More than 2 Years
SW Engineering Concepts Intermediate More than 2 Years
Database design Professional Currently is being used
Networking Intermediate More than 2 year
Game design Intermediate More than 2 Years
File parsing and processing Intermediate More than 2 years
GUI Programming Intermediate More than 2 years
Multimedia Intermediate More than 2 years
Operation research (OR) Intermediate More than 3 years
Bachelor's degree in Computer Science (CS) At: Shorouk Academy Location: Cairo, Egypt Completion Date: May 2007 GPA: Good • Graduation project: (rate: A+) Hide text inside an image without affecting image size and colors. (Used techniques: wavelet transformation, Key Encryption & Compression, Huffman code and least significant bit)
