Senior Technical Support
Etisalat
Total years of experience :6 years, 5 Months
Responsible for providing support for consumer products users.
Provide world class customer support and instilling customer confidence while working on an incident, as well as when resolution is complex and requires further analysis.
Escalating whenever necessary to the second line if you’re unable to provide a solution to the customer’s problem.
Adherence to SLA definitions and guidelines of the client and the process.
Take initiative to continuously enhance product, quality and technical skills.
Hardware and software installation and upgrades.
Support, maintain and develop Microsoft SQL daily operations.
Documenting the hospital computer network infrastructure using Microsoft visio 2013.
Design, develop and support of out-patient clinics in the hospital.
Development of private intranet and public Internet sites using Dreamweaver.
Quality Engineer for ERP Programs.
Training new employees.
Perform IT rotation for new employees.
Responsible for networking, design, installation and maintenance services.
Supporting users and network administrators over the telephone and by email.
Maintain the company’s network infrastructure.
Configuration and testing of any new hardware and software.
Monitoring performance and managing parameters to provide fast responses to front-end users.
Documenting business process and designing ERP pipelines.
Further refining the physical design to meet system storage requirements.
Installing and testing new versions of the DBMS.
Writing database documentation, including data standards, procedures and definitions for the data dictionary.
Controlling access permissions and privileges.
Developing, managing and testing back-up and recovery plans.
Perform weekly backup and testing.
Interact with customers to provide and process information in response to inquiries, concerns, and requests about services.
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms.
Diagnose and resolve technical hardware and software issues involving internet connectivity.
Escalate customer problems to the right division.
Summaries customer problem and appropriate the documentation to inform the formal ticket.
Follow up and make scheduled call backs to customers where necessary.
Install, configure, test and maintain operating systems, application software and system management tools.
Network monitoring.
Troubleshooting network issues.
Diagnose and resolve technical hardware and software issues.
Keep all helpdesk logs up-to-date.
Escalate customer problems to right division.
Hold a M.Sc. of Communications and Electronics Engineering from the Department of Electrical Engineering Faculty of Engineering Alexandria University, Egypt. Project: Quality of Service Supervised by prof. Dr. (Mohammed Rezk). prof. Dr. (Noha Osman). Improve Video Streaming Quality by using RED system
Graduation Project: Computer Networks Supervised by prof. Dr. (Said El Khamy) Grade: Excellent Applications of Network