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Muhammad Hegazy,  Samsung Notebook Technical Support Senior – Samsung UK

Muhammad Hegazy

 Samsung Notebook Technical Support Senior – Samsung UK

Teleperformance, Samsung

Location
Egypt - Cairo
Education
Diploma, CCNAX
Experience
13 years, 10 Months

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Work Experience

Total years of experience :13 years, 10 Months

 Samsung Notebook Technical Support Senior – Samsung UK at Teleperformance, Samsung
  • Egypt - Cairo
  • My current job since November 2012

providing technical advice and support Samsung laptops, handling customer complaints and suggestions, maintaining SLA 80%-7 min.

 Tier 1 Sony VAIO Technical Support Advisor – Sony UK at Sykes
  • Egypt - Cairo
  • My current job since April 2014

Responsibilities: providing technical advice and support required to SONY VAIO, in addition to DSLR cameras, TV's and other minor products, handling customer technical difficulties, providing solutions, meeting customer expectations, and maintaining the level of customer satisfaction.

 VIS Customer Service advisor – Vodafone UK at Vodafone
  • Egypt - Cairo
  • July 2010 to October 2012

Responsibilities: handling billing and charging queries, contacting other parties in the UK regarding arranging collections and payment plans, handling negotiations regarding trade in handsets, contract cancelations, retentions and improving customer experience after all.

*Promoted to Alpha team (15 Jan 2012)
Responsibilities: all above, plus providing technical support to various types of mobile phones with different Operating systems: IOS, Android, and Blackberry, reporting 3G, GSM network issues and failure.

Education

Diploma, CCNAX
  • at New Horizon
  • December 2014

had a Cisco Certified Network Associate Certificate, Valid for 3 years from the completion date.

Bachelor's degree,
  • at Al Azhar University
  • July 2008

Specialties & Skills

Microsoft Office
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English
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Soft Skills
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Hardware and software maintenance
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Lan Adminstration
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Microsoft Word, Excel, Power Point.
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Excellent implementation of Internet Information & Web Research
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Languages

English
Expert
Arabic
Expert
German
Beginner

Training and Certifications

 Forensic Psychology (Training)
Training Institute:
The Open University - UK via Futurelearn.com
Duration:
40 hours
 Developing Innovative Ideas for New Companies The First Step in Entrepreneurship (Training)
Training Institute:
Maryland University, US, via Coursera.com
Duration:
40 hours
Cisco Certified Network Associate (Training)
Training Institute:
New Horizon
Date Attended:
September 2013
Basic Business Skills Acquisition (Training)
Training Institute:
FGF For Fresh Graduates
Date Attended:
April 2010

Hobbies

  • Reading, Traveling, learning new Languages, Sports
    Reading, Traveling, gaining more knowledge in different aspects, interested in different sports, learning new languages, writing articles regarding many different topics online, and many more.