Basic Info

Ahmed Raouf

13 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Hardware Technical support Engineer at Intel

Experience Details

Hardware Technical support Engineer

IT/Software Development

Experienced (Non-Manager)

Support Intel EMEA customers’ issues with Intel products. Troubleshoot Intel products and resolve technical issues. Products include: Desktops, Processors, Chipsets, and Motherboards, RAID controllers, NUC, Compute Sticks, Network adapters, Servers, SSDs and M2 cards.


Company Details

Intel (multinational)

Cairo, Egypt

More than 1000 employees

Computer Hardware

www.intel.com

Jun 2016 to present (1 year 6 months)
IT Helpdesk support – 2nd Level Support Team Senior / Focal Point ▪ IBM ▪ Mobily account at IBM

Experience Details

IT Helpdesk support – 2nd Level Support Team Senior / Focal Point ▪ IBM ▪ Mobily account

IT/Software Development

Experienced (Non-Manager)

- Travelling to Saudi Arabia and participating in the transition of Mobily Service Desk project from Saudi Arabia to IBM Egypt.
- Participated in creating the policy, the process of the project, the knowledge base, and the technical references.
- I have good Knowledge with regard to working on Windows Server 2008, general windows technical support, managing accounts on Active Directory, MS Exchange, IDAM Console, and VOIP applications.
- Troubleshooting network & VPN, mail client applications, troubleshooting some web applications like Siebel as an example, printers, Vpn, browsers, Office applications… etc.
- Training new comers.
- Dispatching tickets and requests. Creating regular reports about the productivity of 2nd level Support team. Creating regular reports on Level 1 agents’ performance.
- Acting as the spoke and the focal point between Level 2 Support Team members and the other teams.
- Creating and updating the knowledge base documents (Technical/Process).


Company Details

IBM (multinational)

Cairo, Egypt

N/A

Computer Software

https://www.ibm.com

May 2013 to Jun 2016 (3 years 1 month)
IT Helpdesk support professional at IBM

Experience Details

IT Helpdesk support professional

IT/Software Development

Experienced (Non-Manager)

My team handled all the technical and software problems for one of the most dynamic and progressive financial organizations in the world. We were responsible for handling the technical issues facing the employees of a big financial organization named Manulife located in Canada.
Main Tasks:
- Handling technical problems by phone or mail: Network, VPN, Software and Hardware problems, login issues and domain accounts, Lotus Notes, Mainframes, Avaya & Cisco VOIP phones.
- Administrating the domain accounts.
Different Tasks:
- Reporting SLA & tickets status.
- Follow up the tickets with the different teams to keep the SLA on the track.
- Collecting data that will be needed for reports about the Manulife project.
- Beside; I participated in different additional tasks and created training materials related to the project.


Company Details

IBM (multinational)

Cairo, Egypt

More than 1000 employees

Computer Software

https://www.ibm.com

Aug 2010 to Mar 2013 (2 years 7 months)
Technical support & customer service representative (French speaking) at Xceed Contact Center ▪ Videotron (Canadian account).

Experience Details

Technical support & customer service representative (French speaking)

Customer Service/Support

Experienced (Non-Manager)

Project: VIDEOTRON: a Canadian company offering four services to home and business clients: cable TV, phone, internet and mobile services.
- Pre-IT training and regular training sessions on the company products.
Major duties included:
- Handling customer’ technical problems with our products by receiving calls on the hotline number 24/7.
- Maintaining customers’ satisfaction through different kind of targets (number of calls per hour, call back rate, quality, satisfaction and sales per month).
- Identifying, researching, troubleshooting and resolving technical problems that customers may encounter.
- Tracking and monitoring the problem to ensure a timely resolution.
- Troubleshooting system and network problems and diagnosing and solving software faults. Configuring clients’ equipment to connect to the Internet via Dial-up, cable modem or Router .


Company Details

Xceed Contact Center ▪ Videotron (Canadian account). (multinational)

Cairo, Egypt

More than 1000 employees

Outsourcing/Offshoring

www.xceedcc.com

Nov 2007 to Jul 2010 (2 years 8 months)
NOUVELLES FRONTIERES host/representative in Hotel Mirabel Park Sharm El Sheikh at Travco ▪ World of TUI

Experience Details

NOUVELLES FRONTIERES host/representative in Hotel Mirabel Park Sharm El Sheikh

Tourism/Travel

Experienced (Non-Manager)

- Meeting guests at the airport and escorting them to their accommodation.
- Organizing and hosting welcome meetings (often for up to 100 people).
- Selling and organizing resort excursions and other activities.
- Responding to clients’ queries (this may involve being on duty for set times each day).
- Handling client issues, such as: lost luggage or passports; allegations of theft or other crimes; problems with rooms; and health problems, injuries, or even deaths, and unforeseen ‘non-client’ issues, e.g. flight delays.
- Establishing and maintaining relationships with local hoteliers, apartment owners, agents and travel companies.
- Maintaining an in-depth knowledge of the resort and the local area in order to answer clients’ questions.
- Keeping up to date with local events and activities, which clients may be of interest to.
- Maintaining an in-depth knowledge of all the excursions offered.
- Accompanying customers on excursions and acting as a guide.
- Taking part in and organizing daytime and evening entertainment.
- Providing the office and the tour operator with updates.
- Keeping basic accounts and records, and writing weekly reports.


Company Details

Travco ▪ World of TUI

South Sinai, Egypt

More than 1000 employees

Travel and Tourism

N/A

Jul 2007 to Nov 2007 (4 months)
Assistant and Customer Care Representative at Huawei

Experience Details

Assistant and Customer Care Representative

Customer Service/Support

Experienced (Non-Manager)

As a brand new department I had to participate in creating the database & administrative rules for it in order to measure the productivity of each of the TAC departments.
Main tasks included:
- Taking customers’ requests or issues via phone/mail and forwarding it to concerned engineers, in addition to taking customers’ complains and solving them through special kind of global user interface software (GCRMS) “Global Customer Request Management System”.
- Summarizing data and analyzing results to provide reports.
- Translation tasks: from French to English and vice versa.


Company Details

Huawei

Cairo, Egypt

More than 1000 employees

Telecommunications

www.huawei.com

Jan 2006 to Jul 2007 (1 year 6 months)
Traffic and Tour operator assistant, host, tour leader and representative at Travco ▪ JetAir TUI – Jet Tours and Club Med Luxor

Experience Details

Traffic and Tour operator assistant, host, tour leader and representative

Tourism/Travel

Experienced (Non-Manager)

Responsible for the Jetair Belgian clients from the moment of their arrival till the moment of their departure.
Major duties included
- Responsible for ensuring travel arrangements: hotel or boat reservations, traffic tours, flight tickets, tours.
- Arranging the process inside airport: flight tickets, visas, luggage and complains.
- Guiding the tourists in their different tours.
- Arranging meeting and visits to check the holiday.
- Selling excursions.


Company Details

Travco ▪ JetAir TUI – Jet Tours and Club Med Luxor (multinational)

Sohag, Egypt

More than 1000 employees

Travel and Tourism

http://www.travco.com/

Sep 2003 to Nov 2005 (2 years 2 months)
Trainee Journalist (intern) at Al Ahram Hebdo

Experience Details

Trainee Journalist (intern)

Media/Journalism/Publishing

Entry Level

2 months as a trainee journalist and reporter in the social department.
Major duties included:
- Interviewing people in a range of different circumstances.
- Building contacts to maintain a flow of news.
- Attending periodical meetings to discuss the actual events.


Company Details

Al Ahram Hebdo

Cairo, Egypt

N/A

Journalism

N/A

Jun 2002 to Jul 2002 (1 month)

Education

College Diploma in Ancient Egyptian history

Education Details

College Diploma

Ancient Egyptian history, Touristic guide, Tourism and Travel

The High Institute of Sinai - diploma in Egyptology and Ancient Egyptian history, Egypt

B / Very Good / 75 - 85%

The High Institute of Sinai - diploma in Egyptology and Ancient Egyptian history to be a Touristic guide

N/A

The High Institute of Sinai - diploma in Egyptology and Ancient Egyptian history
2005 - 2007
Bachelor's Degree in French language and literature

Education Details

Bachelor's Degree

French language and literature, Spanich language

Faculty of Al Alsun Ain Shams University, Egypt

C / Good / 65 - 75%

Faculty of Alsun (Language) - section of French language and literature, Ain Shams University.

Spanich as second language

Faculty of Al Alsun Ain Shams University
1999 - 2003

Certifications

Certificate details

MCSA ‘Microsoft Certified Solutions Associate

Jul 2014

98 out of 100

N/A

N/A

Microsoft

Certified MCSA ‘Microsoft Certified Solutions Associate

Training and Courses

Training/Course Details

CompTIA A+

Aug 2016

CompTIA

N/A

Training/Course Details

ITIL Foundation v.3 basics

Nov 2016

ITIL

ITIL Foundation v.3 basics

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AmadeusAncient Egyptian HistoryArabicAssistant And Customer Care RepresentativeBusiness-orientedCompTIA A+Computer HardwareComputer SoftwareCustomer ServiceCustomer-orientedDASEnglishFrenchFrench Language And LiteratureGCRMSHardware Technical Support EngineerIBMITIT HelpdeskIT Helpdesk Support ProfessionalIT Helpdesk Support 2nd Level Support Team Senior / Focal Point ? IBM ? Mobily AccountIT Service DeskIT ServicesITIL Foundation V.3 BasicsIntelJournalismLeaderMCSA Microsoft Certified Solutions AssociateMaximoMediaMicrosoft ExcelNOUVELLES FRONTIERES Host/representative In Hotel Mirabel Park Sharm El SheikhOffshoringOutsourcingProblem SolverPublishingRemedySGASalesforceSoftware DevelopmentSpanich LanguageSupportTeam PlayerTechnical SupportTechnical Support & Customer Service Representative (French Speaking)TelecommunicationsTourismTourism And TravelTouristic GuideTraffic And Tour Operator Assistant, Host, Tour Leader And RepresentativeTrainee JournalistTravco ? JetAir TUI Jet Tours And Club Med LuxorTravelTravel And TourismWorldspanXceed Contact Center ? Videotron (Canadian Account).

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Advanced

French

French

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

maximo

maximo

: Expert

: Extreme - I love it!

:

1-3 years

Remedy

Remedy

: Expert

: Extreme - I love it!

:

1-3 years

DAS

DAS

: Advanced

: High

:

Less than 1 year

Microsoft Excel

Microsoft Excel

: Intermediate

: High

:

5-7 years

SGA

SGA

: Intermediate

: Medium

:

1-3 years

Amadeus

Amadeus

: Intermediate

: High

:

Less than 1 year

Salesforce

Salesforce

: Intermediate

: High

:

Less than 1 year

Worldspan

Worldspan

: Beginner

: Medium

:

Less than 1 year

GCRMS

GCRMS

: Beginner

: Medium

:

1-3 years

Fields of Expertise

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

More than 7 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

More than 7 years

IT services

IT services

: Expert

: Extreme - I love it!

:

More than 7 years

Tourism and travel

Tourism and travel

: Expert

: Extreme - I love it!

:

3-5 years

IT Service desk

IT Service desk

: Expert

: Extreme - I love it!

:

5-7 years

IT Helpdesk

IT Helpdesk

: Expert

: Extreme - I love it!

:

5-7 years

Key Skills

Leader, Business-oriented, Customer-oriented, Problem Solver, Team Player

Online Presence

https://www.linkedin.com/in/ahmed-raouf-07b23170/

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