خالد حجازي

contact center في TEData

• مصر
• مارس 2010 إلى فبراير 2016

Act as a first line of support to all TEdata internet users ‘technical inquiries’
* Use all available tools to detect customer’s problems and give them the right
solutions
* Detect global problems which effect badly on internet service
* Provides relevant and accurate information (Services, Products & Policies)
* Escalated customer’s problems to second line support
Help Desk

Brokerage في Global Capital Securities

• إلى يناير 2010

Setup equipment for employee use ensuring proper installation of operating
systems and appropriate software.
* Install, configure, troubleshoot, and perform repairs to hardware, software and
peripheral equipment.
* Setup user accounts and set permissions and create passwords for users.
* Provide periodical performance reports.

Technical Support في Golden Group (Golden Group)

• مصر - الفيوم
• مارس 2004 إلى مايو 2007

Technical Support Representative في TEd

• الولايات المتحدة
• يناير 2003 إلى

Administering and managing all internal Amer Group Service.
* Configure, install, manage and deploy system center configuration manager SCCM.
* Managing sharing and security of file server and all shared folder, sub-folders, files.
* Provide First-line support for issues raised by other Amer Group teams.
* Manage Active Directory User& computers and Groups.
* Troubleshoot and investigate in technical problem with IBM Soft layer.
* Handle all system Request from ticketing system.
* Adhere to resolve problem with service level Agreement in Microsoft service Manger system
* Create and configure Hyper-V Machine if Required
Second level support specialist at TEdata From 2-2014 till 2-2017
Job description:
* Handling second level all technical problems such as :
* Domain.
* Mails.
* Hosting.
* Family Service.
* Option Pack.
* Wi-Fi Service.
* Support new services and solution development and management processes as required.
* Provide first level support for issues raised by TE Data teams.
* Follow up advanced technical issues from first level technical support.
* Troubleshoot ADSL Service and configure all ADSL Modems.
* Handle second level support Problem regarding all technical Problems, Domain, Mails,
Hosting, Family, and Option Pack with maximum level of professionalism and integrity.
* validate all steps taking by 1st level
* Suspect global problems from tickets & escalate them to responsible team with full details.
* Adapting to changing priorities, meet deadlines and work well under pressure.
* Working on ticketing system