Ahmed Fathy

Act as subject matter expert for online and social fundraising, including developing documentation related to customer training and user guides

• Develop expertise in all products and solutions that Network for Good provides and be able to train and clearly explain the benefits and functionality of each solution

• Help customers find creative uses and implementations for their suite of services to match their fundraising needs

• Maintain accurate records and provide pertinent reporting about customers’ first 90 days of service using Gainsight and Salesforce

• Host training sessions and maintain existing and create new training materials for new customers

• Demonstrate sound judgment and initiative to satisfy and serve external and internal customers and stakeholders

• Provide superior customer support via email and telephone to nonprofit customers

• For existing customers, provide re-training (as needed) and first level support for product and technology issues

• Collaborate with the Customer Success Manager on outreach strategy to increase customer engagement, drive donation volume, and maintain high levels of customer retention

• Work with internal team to gather insight about customer behavior and product feedback to fuel customer success and Network for Good’s growth

• Performs other duties as assigned

My Responsibilities
-Front tier customer support, troubleshooting and providing solutions for the second line support folks
-Develop a deep understanding of our application
-Answer Socialtext helpdesk request tickets via web interface
Work with developers to identify and resolve more complicated problems
-Address urgent issues quickly
-Codify frequent issues into documented or scripted processes
-Assist with product Microsoft UC from a user's point of view
Document required bugfixes, end-user feature improvements, and operations feature improvements
-Act as Technical advocate in the product development process
Adapt installer.
-Document exceptions and fixes for inclusion into core product
Provide feedback from customer users to product team
-Work with customer employees and consultants, including business managers, project managers, software engineers, -security analysts, data center engineers.
Diagnose and fix bugs
-Setting up new servers, optimizing existing servers and be able to perform server surveillance, monitoring and maintenance

•Monitoring of and initial troubleshooting for alerts from monitoring software
•Activating switch ports for servers, Test and run copper, fiber, etc. cabling
•Perform basic installations of MS Patches including Virus protection and Windows updates
•Reboot of servers and\or restarting services/processes based on Operational Level Agreements (OLA)
•Installation of standard server equipment in data center and providing basic network/power connectivity
•Act as the central point of contact during outages and provide communication
•Perform Page flow configurations including setting up batch files, scripting for smooth workflows
•Monitoring of web services and performing initial troubleshooting and resolving or escalating web services incidents generated by monitoring tools based on OLAs
•Monitor, troubleshoot, and manage all backup jobs and system restores (Symantec Netback up)
•Evaluate data center infrastructure requirements (Network, power, fiber, cabling, etc.) and coordinate necessary resources to prepare space for new equipment
•Provide after hour phone support when the Helpdesk is offline; including create and manage incidents using ITSM ticketing system.
•Work according to scheduled shifts and be flexible to adjust schedule as required based on the department needs
•Perform On-call support and\or work remotely as needed
•Local server management activity (rack/stack, cabling, data center clean up, inventory, etc.)
•Visual monitoring of data center environment and equipment.
•Telecommunications and Research with Distribution and reseller for datacenter Equipments.
•Recommendation of tools and technologies to improve efficiencies, reduce costs and increase customer satisfaction.
•Architect solutions to resolve common datacenter issues and improve customer efficiencies and reduce operating costs while maintaining common systems configuration standards, processes and tools.

Providing sales expertise for web hosting and complex server/application products.
Dealing with incoming leads generated from our marketing team.
Identify opportunities, qualify leads and solicit orders for the sale of enterprise server/hosting solutions in the high growth IT marketplace.

1- I took the responsibility of monitoring multiple computers, peripherals and networks. With wide knowledge and exposure in this field I took the task of handling complex tasks with efficiency and ease. I also involved in the establishment of computer equipment room by taking tasks of establishing wiring at appropriate places, security systems installation and installation of systems. I am also given the responsibility of training of new Computer Operators. As and when needed I also take part in Emergency Operations by taking the tasks of troubleshooting computer operations and fixing errors in computer operations. I also took the responsibility of standardizing the document creation by computer operators which made the while process easy and efficient for management.
2- I took the responsibility of updating files, producing reports as needs by clients or customers and also take hard copy of the reports or documents as required by management or customers. I also take the responsibility of taking the back-up and maintenance of data which are very vital for the organization. I also assisted senior officials and staffs by taking copy of files in Compact Discs as needed by them for giving presentations.
3- I was given training as computer operator and was in the supervision of senior computer operator. I received training to operate the various computer systems and peripheral equipments like printers, tape drivers, Compact Disks. I was trained and assigned the responsibility of installing software and operating systems as and when needed for staffs and students in machines. I have operated and expertise in installing and working with UNIX as well as Windows operating system.
4- Computer and user account management.
Group policy administration.
Domain and network administration.

1- Answer staff questions in person and via phone on all company supported applications.
2- Troubleshoot computer problems.
3- Determine source of computer problems (hardware, software, user access, etc.).
3- Advise staff on appropriate action.
4- Work one-on-one with staff on application projects.
5- Provide recommendations on company application purchases.
6- Document resolutions for future reference.
7- Other duties as assigned.