John Adel Ageeb

Interact Technology Solutions

• PPS Operations Manager \ Services Division ManagerFull Time

  Jun 2016 - Present -9 yrs

  Egypt , Cairo

  • Job Details:- Streamlined Service Division operations, assigning tasks to team members and leveraging data-driven insights to optimize workflow which leading to increase team’s productivity and decrease in customer complaints. - Attending meetings with top-level executives to highlight service-related concerns, feedback, and improvements. - Ensure spare parts inventory is created and monitored, while offering expert advice on effective stocking strategies. - Create and develop the growth strategy for Service Division within the organization. - Improve and enhance the team members’ technical skills with continuous training planning. - Thorough interviewing the whole Service Division candidates to meet our specific requirements. Additionally, it is imperative that we consistently attract and retain top talent in the industry. - Guarantee that the provided systems/services meet the established criteria and service level agreements. - Establish Key Performance Indicator (KPI) benchmarks for Service Division to assess the performance of team members. - Customer satisfaction levels are monitored periodically or after each significant delivery of a product or service. - To optimize efficiency, utilize technology as needed to establish and maintain clearly defined and functional work practices with minimal disruptions. - Hire and manage the outsourcing teams on the customer’s premises and ensure that customer satisfaction is at the highest level. - Coordinate with Vendors’ Service Partner managers to effectively maintain and improve Key Performance Indicators (KPIs) at optimal levels. - Design a customized Android Application to be used by Service Division’s engineers to finalize the whole required process (create tickets, orders, activates, transportations, etc.) in the customer premises. - Develop and establish internal system workflows to streamline the Service Division's entire operational processes. - Automating the whole operation workflow through the integration of multiple systems such as Microsoft CRM 365, Microsoft GP, HITs Solutions, Customize Android Applications, …etc
• Personal Systems Group (PSG) Team LeaderFull Time

  Aug 2010 - Jun 2016 -5 yrs, 10 months

  Egypt , Cairo

  • Job Details:- Manage and supervise Personal Systems Services Group which includes Lenovo Authorized Workshop Service Provider and HP Authorized Service Center. - Ensure that all members of the Personal Systems Group receive proper guidance and direct supervision in relation to: • Monitoring day-today activities. • Following up on customer satisfaction and complaints. • Monitor the internal ticketing. - Negotiate service contracts and SLAs with customers and develop a comprehensive service model to successfully attain these agreements. - Establish a reserve inventory plan for Lenovo and HP spare parts.
• Quality Control EngineerFull Time

  Nov 2009 - Aug 2010 -9 months

  Egypt , Cairo

  • Job Details:- Ensure the proper functionality of the customers' machines following the completion of the repair process. - Verify the accuracy and completeness of internal ticketing system CRM once the repair process has been finalized. - Provide guidance for all Personal Systems Group’s engineers regarding technical issues.
• Technical Support EngineerFull Time

  May 2009 - Nov 2009 -6 months

  Egypt , Cairo

  • Job Details:- Software troubleshooting for Notebooks, PCs, and Workstations. - Hardware computer maintenance. - Basic network troubleshooting.