Basic Info

Ahmed Khalifa

8 years

6th of October, Egypt

Bachelor's Degree

Experienced

Work Experience

BPO Data Trainer (EDU-Egypt program) - Part time at Information Technology Institute (ITI)

Experience Details

BPO Data Trainer (EDU-Egypt program) - Part time

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.
• Facilitate, Manage and deliver training for soft skills, communication
process and computer courses.


Company Details

Information Technology Institute (ITI)

Egypt

501-1000 employees

Education, Information Technology Services

N/A

Mar 2009 to present (7 years 9 months)
IT Service Analyst at MARS Inc.

Experience Details

IT Service Analyst

IT/Software Development

Experienced (Non-Manager)

• Provide 1st and 2nd level support to Egypt, Lebanon and Morocco.
• Document actions and keep open ISRs updated in IT Service Management tool (ITSM).
• Monitoring daily active Tickets ensuring issues are communicated clearly.
• End-user incident management and resolution for the above technology.
• End-user walk-up resolution, especially for senior executives and for quick how-to’s, simple questions.
• LAN Management & Troubleshooting.
• Basic diagnostics and hardware repair (PCs), handing to 3rd parties for advanced repair as per Company contracts/warranties.
• Management of PC replacement cycles according to company procedures.
• Control of asset status in inventory tool (storage /production /retired etc.).
• Asset disposal process handling, as per Company standard process & 3rd party contract.
• Small assets, accessories & license procurement according to standard Company procedure.
• User training – basic training when handing over a new device to the user, plus ad-hoc training as appropriate to help reduce incidents/questions to team.
• On-site premium support for senior executive video-conferencing meetings – setup, test & support.
• Installation & Testing for New Infrastructure Projects.
• 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 2010 to present (6 years 11 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


Trained over 300 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

Certificate details

MOS - Microsoft office specialist

Jul 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

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

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Last update 2 days ago.

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Profile Skills and Keywords

A+AccountingArabicBPO Data Trainer (EDU-Egypt Program) - Part TimeBusiness 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.MCT - Microsoft Certified TrainerMOS - Microsoft Office SpecialistMicrosoft 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

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