Manager, Global Technical Support
EMC
Total years of experience :23 years, 3 Months
Responsible for Mid-Range storage products support in Cairo center. Manages a department of 40 engineers and 3 supervisors responsible for providing global remote technical support for resolving customer issues.
Achievements:
Lead the team expansion from 2 L1 engineers up to 35 L1 and 4 L2 engineers, 1 workflow manager and 3 supervisors.
Adoption of new products (VNX and VNXe) support
Achieving SCP certificate for Cairo Support Center
Manages a department of 72 engineers and 5 supervisors responsible for answering customer calls, proactively monitor and troubleshoot Orange network, identify and fix problems in a defined time frame according to agreed KPIs and SLAs to achieve and sustain customer satisfaction and loyalty
Achievements:
Built ITIL structure within the team; Service Desk, Incident Management and Problem Management teams with offering new services to be added to support portfolio
Managing and leading a customer technical support team which is acting as the single point of contact for large customers for supporting network and voice services.
Achievements:
Managed support handover and consolidation from Atlanta’s support center to Cairo Center
Achieved and maintained consistent Green Dashboard with the team which helped significantly in customer contract renewal.
“Team of The Quarter” award in Q2’08
“Excellent Achiever” award in Q2’07
“Excellent Achiever” award in Q1’06
Worked as a Team Leader for North America Customer Technical Support; supporting IPVPN, ATM, Frame Relay, X25, Dial Services, ISDN, and DSL services.
Achievements:
Built Turnover Template which was developed to be the standard template used
Was appointed to be the focal point in NA Telco monthly review calls
Installing and programming Ericsson Enterprise Exchange (MD110). Remotely and On-Site Customer Support. Build and maintain customer rapport.
Achievements:
MD110 Exchange implementation at IEOC
MD110 Exchange Expansion at Assuit University
Building a customer contacts database. Presenting company products to customers, providing technical specifications and presenting financial offers. Maintaining customer satisfaction and loyalty to the company. Acting as a single point of contact for sales offers presented to customers.
Leading a group of soldiers responsible for operating and maintaining all communication equipment based in the unit. Operating and maintaining electronic and microwave equipment based in a missile station. Arranging and managing guarding shifts and use of resources to meet training and target plans.
Achievements:
Achieved 1st Rank upon graduation from Air Defence Academy