Mohamed Kamal Gaber Elkased

• Provision of support activities via a team of network system engineers to support our ongoing business operation to ensure continued business operations and to minimize system downtime and operational impact of any outage.
• Lead the infrastructure support team, including monitoring work queues through service desk system to ensure timely issue resolution, and assisting work performance; identification of training and development needs.
• Line management of infrastructure support staff, including employee engagement/motivation; monitoring and performing management.
• Cooperation with the helpdesk supervisor relating to issue resolution of infrastructure elements.
• Contribute to the protection of our IT information assets via regular testing and diagnostic processes.

 Handling Onsite/Remote Customer’s Support and following ITIL best practices methods while solving day to day incidents.
 Escalate and follow up HW/SW malfunctioning to their respective vendors.
 Generates solutions based on Root Cause Analysis and technical skills within SLA’s.
 Co-operate with other teams as required to identify and report defects, execute preventive maintenance tasks, find incident fixes and validate enhancement requests to the satisfaction of the customer.
 Installing and Troubleshooting of Windows OS (Win XP, Win 7, and Win 8) with various applications.
 Prioritizes requests or problems according to established criteria and enters relevant data into a computerized user-request tracking system.
 Advises users of the on-going status of their requests, and places follow up calls to ensure that satisfactory service was provided.

 Monitoring system performance of our services in the platforms and provide troubleshooting for
any complex technical issue.
 Checking the problems according to the check lists and knowledge base.
 Assigning the problems to the higher support level till the problem solved and following up with
them till the problem be solved.
 Preparing documentation of problem analysis and update the knowledge base with problem
resolution and close the ticket.
 Working with other partners to convey customer concerns and requirements for timely problem
resolution on third party platforms.
 Following up with customer employees and consultants, including business managers, project
managers, software

 Following up with second line of support to make sure that all escalated problems will be solved
in the appropriate time.
 Providing customer with appropriate options/right suggestion.
 Responding and solve all Vodafone Egypt internet customer inquiries regarding all internet
service and provide an end-to-end ownership to this inquiries till closure.
 Coordinating with customers to assist them with any questions or issues arising from their use of
Vodafone’s internet service and relative hardware.
 Taking the ownership of escalated service requests through problem resolution for the benefit of
Vodafone’s internet customers.
 Conducting outbound calls to customer problems received from call center/corporate