IT Desktop Administrator
Sykes
Total years of experience :3 years, 3 Months
Provides Desktop and End User Support to ensure accessibility of client tools and applications.
Responsible for incident identification and resolution for level I issues.
Responsible for supporting all facets of server administration (logins, passwords, etc.)
Responsible for adds, moves and changes of all users of the local center.
Responsible for IT asset management, inventory and disposal in accordance with Sykes standards.
Responsible for all site software compliance issues.
Assist and act as remote hands and eyes while troubleshooting issues with remote engineers.
24x7x365 availability to support end users on an as needed basis.
Responsible for the delivery of TPDM and other training modules as required, fully informing agents in all tasks, procedures and working instructions necessary in the execution of their daily tasks and duties.
› Handling Customers Inbound calls. (01/06/2010:01/08/2010)
› Handling 2nd level Escalations. (01/08/2010 till 14/02/2012)
› Handling advanced technical Inquiries from 1st level agents.
›Providing constant and continuous technical & Non- technical updates with training materials for the whole account.
› Handling Customers Complains as a delegated member of (CRO-Team in Sony)
CRO Team is responsible for (goodwill- Supervisor callbacks- Flagging stolen units- Adding warranty for Grace period if needed- Escalations to other departments or entities (as Sony Style))
›Creating research logs for replacement, refund and DOA requests.
›Acting as a point of contact between the German team in Cairo and our 2 other sites by holding conference calls on weekly basis.
›Acting as a Team leader assistant and as Back up Team leader in case the Team leader was absent.
›Due to my excellent performance I was nominated to launch and train the support stuff for 2 accounts in SONY:
1-Qriociy Support in 01/09/2010
2-Sony Tablet Support 15/09/2011
Offshore Call Center Agent, Dirctory Queue service for U.A.E
Bachelor of German Language