Product Support Services Specialist and acting as Team Leader, Italian Support, System X & Blade Cen
IBM
Total years of experience :20 years, 9 Months
-Receive and entitle calls from clients.
-Provide remote technical support assistance to clients and IBM technical personnel on High Volume product environment.
-Perform hardware problem determination, problem source identification utilizing a range of tools, techniques, knowledge bases and processes
-Provide action plans to clients to resolve issues and act as interface with IBM field support staff as needed to develop and execute action plans to resolve client issues
-Maintain and update support case documentation
-Engage Level 2 support team when appropriate for case escalation and ensure that supporting data / template for escalation has been completed
-Contribute to high client satisfaction.
-Recommend improvements to maintenance package or technical support tools, procedures or processes as required
-Monitor product and account performance / follow up as required to confirm case resolved
-Level 1 Remote Technical Support-
-Receive and entitle calls from clients.
-Provide remote technical support assistance to clients(Sony Products)
-Perform hardware problem determination, problem source identification utilizing a range of tools, techniques, knowledge bases and processes
-Provide action plans to clients to resolve issues
-Maintain and update support case documentation
-Engage Level 2 support team when appropriate for case escalation and ensure that supporting data / template for escalation has been completed
-Contribute to high client satisfaction.
-Recommend improvements to maintenance package or technical support tools, procedures or processes as required
-Monitor product and account performance / follow up as required to confirm case resolved
Tecnical Support and Customer Service for phones HTC(HTC Account) over phone.
Tecnical Support and Customer Service at Wind Company(phone Company at Milan Italy)
Tour leader then Team Leader then Operator at the company
Confirm reservations and customer service at te hotel.
Translate from Italian to Arabic or English and viceverse.
-Frequented the the faculty of Computer Science at Milan-Bicocca University for one year.
Course at Italian Language and Culture at Siena University,at te end of the course i had passed C1 level in Italian Language(Oral and Written)
Language Faculty,Italian as first language,English as second language.