Technical Support Advisor
etisalat-misr
Total years of experience :15 years, 1 Months
Aug.2009- Oct.2012 Technical Support Agent, Etisalat, Smart village
Responsibilities:
1. Resolve customer support issues and provide customer with a solution, via troubleshooting techniques.
2. Configuration of client's equipment to connect to the Internet via modem/DSL Router Configure
3. Escalate all ADSL related outages to the concerned department.
4. Follow up with impacted customers from any outage.
5. Handle solution customers in all issues related to Blackberry services and USB modem.
6. Act as floor delegate by handling different assigned tasks such as escalated calls, report the outage, and ensure smooth workflow.
7. Handle about 70 calls per day.
8. On call 24/7
2012-Current Technical Support Advisor, Etisalat, Smart village
Responsibilities:
1. Handle Etisalat Elite Staff in all their issues related to Blackberry services.
2. Respond to TTs assigned from 2nd line team for Blackberry Customers
3. Respond to customer’s on-site visits and provide a brief report for every visit
4. Help the outbound team to handle some relevant issues such as the backlog &trouble tickets
5. Provide technical solutions to our corporate customers based on the requirements received from the marketing and sales
6. Replying to the other departments inquires
Training and mentoring of new team members
- Fulfilled administrative responsibilities including the addition & changes to user desktop, emails
- Apply antivirus update
- Install & configure software upgrades.
- Create new users
- Install Hardware, install & configure protocols.
- Installing and Implementing HITS HR management system.
- Helping clients to apply their cases on HITS HR management system.
Academic courses: • Expert system. • Artificial intelligence. • Operating system. • Network security. • Object oriented programming. • Network programming. • Computer network. • Computer interface. • Electronics. • Data structured. • Assembly. • Graphics. • Prolog. • Accounting. • Multimedia. • Decision support system. • Software engineering.