Basic Info

Mohamed Desoki

3 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Back Office Technical Support Specialist at Orange Egypt

Experience Details

Back Office Technical Support Specialist

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

Orange Egypt (multinational)

Giza, Egypt

More than 1000 employees

Computer Networking , Computer and Network Security , Information Technology Services

www.orange.eg

Jan 2016 to present (1 year 7 months)
Second Level Technical Support Specialist at TEDATA

Experience Details

Second Level Technical Support Specialist

Customer Service/Support

Experienced (Non-Manager)

* Act as a Second Level of support to all TE Data internet users’ Technical inquiries.
* Follow up with NOC Team to make sure that all escalated problems will be solved in the appropriate time .
*Provides relevant and accurate information .
*Provide customer with appropriate options/right suggestion.
* Coordinate with customers to assist them with any questions or issues arising from their use of internet.
*Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case.
*Conduct outbound calls to customer problems received from call center agents to ensure solving the customer problem according to the Service Level Agreements.
* Prioritizing and achieving multiple tasks, establishing and meeting deadlines.
*Follow up all customers related issues and provide timely feedback.
* Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.


Company Details

TEDATA (multinational)

Giza, Egypt

More than 1000 employees

Computer Networking , Consumer Services , Internet/E-commerce

www.tedata.net

Jan 2015 to Dec 2015 (11 months)
Act as Technical Support Team Leader at TE Data

Experience Details

Act as Technical Support Team Leader

Customer Service/Support

Experienced (Non-Manager)

Identify and review expected service levels and quality goals
Provide performance incentives and rewards
Determine if problem requires action from a higher level of authority
Monitor progress of agents performance objectives
Handle escalated inquiries to customer’s satisfaction
Solve all complaints, concerns and issues in a timely and diplomatic manner
Perform any other duties requested by the Direct Manager.
Track and monitor call center performance
Provide supervisors and employees with all the necessary technical support and guidance within the department


Company Details

TE Data

Egypt

More than 1000 employees

Internet/E-commerce

www.tedata.net

Aug 2014 to Dec 2014 (4 months)
Online Support Specialist at TEDATA

Experience Details

Online Support Specialist

Operations/Management, Customer Service/Support

Experienced (Non-Manager)

Handle customers DSL technical complaints or inquires with Max level of support by live chat service
Handle customer complaints through social media [Face book & Twitter] and technical forum.
Report to the responsible team for any failures occurred in TE Data network service & servers which directly effect on DSL users.
Suspect global problems form customer complaints from [Chat, Face book & Twitter] and to escalate them to responsible team with full details.
Establish and maintain rapport with customers
Use questioning techniques to guide chat session
Obtain information from customers in order required
Manage chat flow in conjunction with navigating screens
Deliver messages effectively
Recognize challenges due to diversity, e.g. language barriers
Give full attention to customer
Confirm understanding by repeating or reframing what has been writes through chat support
Keep written message clear and concise
Use appropriate writing style with an excellent English grammar


Company Details

TEDATA (multinational)

Giza, Egypt

More than 1000 employees

Internet/E-commerce

www.tedata.net

Dec 2013 to Aug 2014 (8 months)
ADSL Technical Support Specialist Call Center at TEDATA

Experience Details

ADSL Technical Support Specialist Call Center

Customer Service/Support

Experienced (Non-Manager)

Provide technical – customer service to customers over the phone
Toubleshooting on technical related issue escalates to responsible teams if needed


Company Details

TEDATA (multinational)

Giza, Egypt

N/A

Computer Networking , Consumer Services , Internet/E-commerce

www.tedata.net

Apr 2013 to Nov 2013 (7 months)
IT help desk at Rona Net

Experience Details

IT help desk

IT/Software Development

Experienced (Non-Manager)

Diagnose and resolve problems related to operating systems, hardware and software
Maintain daily performance of computer, Ask questions to determine nature of problem.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.
Provide al troubleshooting assistance related to computer hardware and software


Company Details

Rona Net

Dakahlia, Egypt

11-50 employees

Computer Games , Computer Software, Computer Hardware

N/A

Mar 2009 to May 2011 (2 years 2 months)

Education

Bachelor's Degree in Accounting

Education Details

Bachelor's Degree

Accounting

Faculty Of Commerce Tanta University, Egypt

Not specified

N/A

N/A

Faculty Of Commerce Tanta University
2007 - 2011

Certifications

ICDL
May 2010

Certificate details

ICDL

May 2010

N/A

N/A

N/A

N/A

CCNA
Oct 2011

Certificate details

CCNA

Oct 2011

N/A

N/A

N/A

N/A

Certificate details

The power of self-confidence

Feb 2009

N/A

N/A

N/A

N/A

Certificate details

Communication skills

Sep 2009

N/A

N/A

N/A

N/A

Network +
Feb 2009

Certificate details

Network +

Feb 2009

N/A

N/A

N/A

N/A

A+
May 2008

Certificate details

A+

May 2008

N/A

N/A

N/A

N/A

Certificate details

Entrepreneurship and Business Planning Training

Apr 2016

N/A

N/A

N/A

US Embassy

N/A

MCSA
Sep 2016

Certificate details

MCSA

Sep 2016

N/A

N/A

N/A

Microsoft

N/A

MCITP
Sep 2016

Certificate details

MCITP

Sep 2016

N/A

N/A

N/A

N/A

Certificate details

 Modern marketing strategies

Jan 2009

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

General English

Jun 2008

AUC

N/A

Training/Course Details

conversation English

Mar 2010

Canadian Institute

N/A

Training/Course Details

Conversation English

Mar 2016

Berlitz

N/A

Training/Course Details

Enterprise Networking and Technical Support

Aug 2016

National Telecommunication Institute

Installing, upgrading, migrating, and configuring Windows server2012. Configuring and installing DNS, WINS, and DHCP network infrastructure and servers, Configuring Active Directory in Windows Servers and Identifying, protecting, and authenticating.

This profile is fresh!
Last update 21 days ago.

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Profile Skills and Keywords

? Modern Marketing StrategiesA+ADSL Technical Support Specialist Call CenterAccountingAct As Technical Support Team LeaderArabicBack Office Technical Support SpecialistCCNACRM SystemChessCisco LabsCommunication SkillsCommunicatorComputer And Network SecurityComputer GamesComputer HardwareComputer NetworkingComputer SoftwareConsumer ServicesConversation EnglishCreativeCustomer ServiceE-commerceEnglishEnglish MoviesEnterprise Networking And Technical SupportEntrepreneurship And Business Planning TrainingFootballGeneral EnglishHard WorkerICDLITIT Help DeskInformation Technology ServicesInternetLeaderMCITPMCSAManagementMicrosoft OfficeMusicNetwork +Online Support SpecialistOrange EgyptProblem SolverSecond Level Technical Support SpecialistSoftware DevelopmentSupportTEDATATechnical SupportThe Power Of Self-confidenceTrouble Ticket System (TTS)VMWare

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Intermediate

Tools and Technologies

Microsoft Office

Microsoft Office

: Advanced

: Medium

:

Less than 1 year

CRM System

CRM System

: Advanced

: High

:

Less than 1 year

Trouble Ticket System (TTS)

Trouble Ticket System (TTS)

: Advanced

: High

:

1-3 years

Cisco Labs

Cisco Labs

: Intermediate

: High

:

Less than 1 year

VMWare

VMWare

: Intermediate

: High

:

Less than 1 year

Fields of Expertise

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

1-3 years

Key Skills

Leader, Communicator, Hard worker, Creative, Problem Solver

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