Technical support 2nd line Senior advisor
Etisalat
مجموع سنوات الخبرة :18 years, 11 أشهر
• plan, design, configuration and support in multiplatform environments
• Cisco switches products
• Knowledge of fiber technology and copper cabling
• High level of troubleshooting and resolution skills
• Administer and monitor LAN network switches and physical environment
• Performing inventory and labeling of all networks resources and equipme
● Design programs to improve our works with Visual Basic and Visual C
● Manage and set schedule tasks for ADSL 2nd line team
● Handling escalated mails from other departments
● Detect global outage in CO
● Monitoring on uplinks traffic and Detect congestions
● Reporting and escalate global problems
● Daily and monthly reports using excel and power point presentations
● Discuss reports with upper managerial level
● Ensure compliance to all ADSL Team SLAs andProcesses with other departments
● Provide training for technical customer support
● Handling escalated tickets from 1st line ADSL technical support
● Access on ISP network such as ATM DSLAM, IPDSLAM, core Switches, PE routers, Bras and radius servers
● Creating and modifying in PVCS on IPDSLAM and ATMDSLAM
● Create programs which develop our tasks and reports with visual basic and C++ object oriented
working as a technical support in link.net
Outgoing Calls related to DSL customers. - Opening Tickets on CRM for every case they are handling. - Communicate effectively via email and over the phone with clients / internally.
- working as a customer service technical support in link.net
in (MOBINIL WI-FI PROJECT
Handling Incoming WI-FI. Support calls on 33311844-33311855 directly. -- Initiate Outgoing Calls related to (L.L customers - DSL customers - Internal service call requests from other departments). - Monitoring all Lines (Leased Line - DSL).
Technical support customer services
Handling Incoming leased line and local loop and adsl customer calls.
Initiate Outgoing Calls related to DSL and leased line customers.
Handling Incoming Mail and Domains Problems and troubleshooting it
monitoring Leased line and nodes graphs and reporting it
One year in Egyptian armed force,
working in Designing a new telecommunication networks using fiber and telecommunication wires
design ( telephones & IP ) Netowrks and supervise building it
Bachelor Degree from CAIRO University in electronics and communications engineering with a Fair degree, with a score 61.16% ,with the Excellency in the graduation project.