Basic Info

Ahmed Khalifa

10 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

IT Service Analyst at MARS Inc.

Experience Details

IT Service Analyst

IT/Software Development

Experienced (Non-Manager)

• Acting as META region representative, (Middle East, Turkey and Africa), in the European IMPACT team
• Led and supervised the IT support team (4 staff) responsible for the whole campus.
• Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
• Promoted to assume additional responsibilities as Technical Adviser providing expert guidance to Help Desk staff.
• Developed process within the team to improve communication and instilled a team mentality versus a support center island mentality reducing case turnover by 25%.
• On-site premium support for senior executive video-conferencing meetings – setup, test & support.
• Suppliers & Contracts Management, Follow up on the progress of running projects.


Company Details

MARS Inc. (multinational)

Giza, Egypt

101-500 employees

FMCG, Food and Beverage Production

http://www.mars.com/global/index.aspx

Jan 2014 to present (4 years)
BPO Trainer (EDU-Egypt program) at Information Technology Institute (ITI)

Experience Details

BPO Trainer (EDU-Egypt program)

Education/Teaching, Training/Instructor

Experienced (Non-Manager)

• BPO Data Trainer for Ain Shams & Helwan Universities students under the supervision of the Ministry of communication and Information Technology.
• Facilitated, Managed and delivered training for soft skills, communication process and computer courses.


Company Details

Information Technology Institute (ITI)

Cairo, Egypt

501-1000 employees

Education, Information Technology Services

N/A

Apr 2009 to Dec 2013 (4 years 8 months)
Technical Support Trainer at Vodafone Egypt

Experience Details

Technical Support Trainer

Customer Service/Support

Experienced (Non-Manager)

• Facilitate, Manage and deliver training for soft skills, customer service and call center software
• Training of handling customer complains.


Company Details

Vodafone Egypt (multinational)

Egypt

501-1000 employees

Telecommunications

N/A

Mar 2008 to Mar 2009 (1 year)
Technical Support Representative at Vodafone Egypt

Experience Details

Technical Support Representative

Customer Service/Support

Entry Level

• Act as a first line of support to all VF Egypt users’ inquiries ( technical / billing ).
• Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware.
• Handling customers questions and inquires.
• Handling customers complains for any issues to reach the customers satisfaction level


Company Details

Vodafone Egypt (multinational)

Egypt

501-1000 employees

Telecommunications

N/A

Jun 2007 to Mar 2008 (9 months)

Achievements


• Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.


Trained over 800 students in Ain Shams & Helwan Universities on BPO and call centers operation.


Trained over 150 agents on BPO and call centers operation.


have been awarded twice as (Best agent of the month) and promoted to trainer position after got certified.


Education

BA in Accounting

Education Details

BA

Accounting

ain shams universty, Egypt

C / Good / 65 - 75%

N/A

N/A

ain shams universty
2004 - 2007
High School - Thanaweya Amma

High School Details

Thanaweya Amma

6 october thanawya

Egypt

2003

A / Excellent / 85 -100%

N/A

6 october thanawya
2003

Certifications

Certificate details

MCT - Microsoft certified trainer

Nov 2009

N/A

N/A

N/A

Microsoft

N/A

Network+
May 2010

Certificate details

Network+

May 2010

N/A

N/A

N/A

CompTIA

N/A

A+
Jul 2010

Certificate details

A+

Jul 2010

N/A

N/A

N/A

CompTIA

N/A

Certificate details

IT for business success

Jan 2016

N/A

http://hplife.edcastcloud.com/verify/aIHemQIR

N/A

HP

N/A

MCSA
Jun 2016

Certificate details

MCSA

Jun 2016

N/A

N/A

N/A

Microsoft

N/A

Training and Courses

Training/Course Details

Business Process Outsourcing Certified Data Trainer

Mar 2009

First source (India)

Training university students on BPO and call centers environment.

Training/Course Details

Intel Learn program Certified Trainer

Sep 2008

Intel

Training school students on general computer information and using the different applications.

Training/Course Details

Professional Diploma In Graphics Designing

Oct 2007

YAT

Graphics Designing using Photoshop, illustrator ,freehand and indesign.

Training/Course Details

Professional Diploma in Sales Management

Apr 2011

AUC

attended the first Semester : The Selling Process.

ICDL at IT Egypt
Aug 2007

Training/Course Details

ICDL

Aug 2007

IT Egypt

International Computer Driving License

Training/Course Details

Courses for Human Resources (HDP) Human Development Program

Oct 2007

Zedny

N/A

Jobseeker photo

Profile Skills and Keywords

A+AccountingArabicBPO Trainer (EDU-Egypt Program)Business Process Outsourcing Certified Data TrainerCourses For Human Resources (HDP) Human Development ProgramCustomer ServiceCustomer ServicesCustomer-orientedEducationEnglishFMCGFood And Beverage ProductionFootballGraphic DesignHard WorkerHuman Resources (HR)ICDLITIT For Business SuccessIT Service AnalystInformation Technology ServicesIntel Learn Program Certified TrainerInteractiveInternetMARS Inc.MCSAMCT - Microsoft Certified TrainerMicrosoft OfficeMusicNetwork+PresenterProblem SolverProfessional Diploma In Graphics DesigningProfessional Diploma In Sales ManagementReadingSelf StudyingSoftware DevelopmentSupportTeachingTechnical SupportTechnical Support RepresentativeTechnical Support TrainerTelecommunicationsTrainingVodafone Egypt

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

3-5 years

Graphic Design

Graphic Design

: Advanced

: Extreme - I love it!

:

3-5 years

Human Resources (HR)

Human Resources (HR)

: Advanced

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Training

Training

: Expert

: Extreme - I love it!

:

5-7 years

Teaching

Teaching

: Expert

: Extreme - I love it!

:

5-7 years

customer services

customer services

: Expert

: Extreme - I love it!

:

3-5 years

Technical support

Technical support

: Advanced

: Extreme - I love it!

:

3-5 years

Key Skills

Hard worker, Presenter, Customer-oriented, Problem Solver, Interactive

I’m looking for work, please share my profile…

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Ahmed's full profile and find more great talent and professionals to join your team.