Service Desk Lead
IBM
Total years of experience :16 years, 10 Months
For 3 Canadian projects including Airline & IT Companies:
• Guiding the team composed of 24 Support Functions and 3 Subject Matter Experts, in providing services to the client.
• Interacting on a daily basis with clients and management to ensure high level of client satisfaction and other SLA metrics.
• Identifying and resolving complex problems relating to product/service, update, operations, performance, or other aspects of products and services.
• Helping in Creating, Designing and Testing of different tools belongs to IBM or to Client environments.
• Preparing a various range of reports related to performance, quality and processes and presenting them to High Management staff and clients during meetings.
• Acting as knowledge resource and point of escalation for team members.
• Coordinating day to day operations tasks on the shift assigned including adherence, HR related problems, escalations and any other issues related to the Team with various departments within the organization.
• Monitoring the quality, CSAT and FCR for the allocated employees.
• Providing coaching via one-on-one meetings or direct coaching sessions.
• Conducting hiring interviews and assessments of English/French languages and technical skills.
To support and troubleshoot customer problems through helpdesk functions. To deliver, evaluate and review training programmes for customers across the Amadeus network.
• Attend to customer calls put through the helpdesk, analyze and provide immediate troubleshooting or escalate issues to 2nd level support departments as required, in order to facilitate prompt problem resolution and improved customer service levels
• Conduct classroom and on-site training on all Amadeus related products such as, but not limited to basic functionality, central ticketing, reissue, refunds, customer profiles, MCO, hotels & cars, queues, advanced fares, tips & tricks in order to strengthen technical and product knowledge of all users
• Prepare, regularly update and provide documentation on Amadeus functionalities to all agents and users in order to optimize use of functionalities
• Carry out field support visits to key customers to increase their product knowledge and customer satisfaction
• Execute daily tasks such as tracking PNRs, queues, requests or complaints from customers or providers in order to have a structured workflow in the departments. Log all calls and cases in the internal customer relationship management system (CRM) to review and improve service levels
• Establish and maintain good working relationships with concerned project owners and line departments in order to provide ideal learning solutions to support roll outs
• Seek feedback from Amadeus customers concerning product training and quality of helpdesk and suggest improvements where appropriate, to ensure consistency in the quality of service delivered
• Provide direct manager with reports on field support visit outcomes, customer satisfaction levels and propose the necessary measures to improve overall customer satisfaction.
• Pursue professional development in order to keep abreast with technical related products, functionalities and internal procedures and industry best practices
Leading 2 technical projects
Providing IT training
Assisting in the facilities and IT equipment installation.
January 2009 Recruiter for Stream Global Services Egypt
2/3/2009 - 15/5/2009
Local IT implementation for Netgear & Sirius project
Mentor and trainer NetGear, IT implementation administrator & Stream SPOC dealing with Raya
15/5/2009 - …
IT, Facilities Specialist & Stream Official SPOC with Raya
As part of my job is to install computers for new Hires, creating accounts, mail and database on lotus notes, install and monitoring server, maintain and monitor cisco switches 3560.
Install and configure Nortel, Avaya and Nortel soft phone.
Cable and switching CISCO routers, switches
Creating IDs for new Hires
Provide transportation bases on ops needs
Travel agent for stream Cairo visitors & clients
Delivering updates to Netgear Agents basis on the agenda of the client
Receive Inbound and make Outbound calls
Make training Material
'Professeur d'Informatique & programme international (ICDL), coordinateur avec AUC'
Graduated from Ain Shams University in 2006 with major of good
Graduated from college De La Salle (DAHER) in 2002 with major of 83%