Remote Software Support
IBM
Total years of experience :13 years, 7 Months
- Remote Software Support Specialist for IBM US Clients,
- For IBM's US & European Middle East Africa clients Software Support
- Specialists are required to deliver post sale Remote Technical Software Support
- Services for the AIX operating system or Storage in English by:
- Providing initial remote technical software support for AIX to clients
- Interacting with client and IBM functions consistently until problem solution
- Applying problem solving techniques
- Responding to client queries, providing timely resolutions to client issues
- Maintaining highest client satisfaction
- Maintaining positive client relationships even in severe and pressurized situations
- Performing problem management and end-to-end problem ownership
- Logging all related activities for each customer query and handling client data securely
- Employing IBM's standard support delivery methodologies and tools
- Participating in scheduled off shift (call out)
Provided customers with help on their accounts.
Junior Teaching Assistant Program: The JTAP was the most influential thing I did because I really loved teaching others and giving them the know-how that someone once gave me. My technical skills in java were increased due to the student’s openness to learn and explore which made me more than happy to push them to the limits.
Prosylab: There was one of my first encounters with large business transaction in the software industry and I recognized how the transactions in software solution companies and contracted companies work, also the post development stage of software and how it’s maintained.
- Systel Distributor of Motorola Radio Equipment in Egypt- Zamalek
- Telecommunication overview
- Installation of Microwave equipment
- G.S.M. overview
Systel: The knowledge I gained at Systel was mainly technical concerning circuits and electronic development. It isn’t directly related to my field but I did benefit from it since I enjoy working with electrical components and building DIY (do-it-yourself) projects at home.
-Network Build Department
-Took the CCNA course as training for the job required.
-Attended the following events:
-Alexandria Central Investigation
-Lab Demos for several DSL routers
-Data input for new program used.
Egynet: There was my first internship, felt a lot of responsibility towards my superiors. Attended a course offered by Egynet to its sister company Sofi-com (CCNA). Attended practical labs on setting up DSLAMs and Routers, also took a task in Alexandria Phone Stations by the end of the internship.