KW
Kirollos Wageeh
IT Data Center Administration Specialist at Wadi Degla
Heliopolis, Cairo, EgyptWork Experience
Senior Application Support EngineerFull Time
Upland Software
May 2017 - Present -8 yrs, 1 month
United States , Boston
- Job Details:- Managing cases, requests and enhancements using online tools \ calls and processes - Ensuring that client systems are fully operational, and any loss of service is restored in a timely and efficient manner - Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times - Problem determination, workaround resolution, root cause analysis, major incident management - Deployment of service releases, patches, requests and customizations - Create productive relationships with and between key stakeholders - Ensure that solution and application support documentation is maintained to the highest quality and accuracy. - Responsible for responding to application support escalations which involve troubleshooting moderate technical issues and resolving data/configuration issues. - Collaborate with multiple internal teams across disparate groups to resolve client support escalations. - Support internal customers in any day-to-day activities. - Collaborate with Product Management and Engineering to review software enhancements and provide design feedback. - Monitor and manage a large number of critical service delivery systems. - Participate in, or directly work on any additional projects, assignments, or initiatives assigned by management. - Provide after-hours and on-call support for client service delivery.
IT Data Center Administration SpecialistFull Time
Jan 2017 - Present -8 yrs, 5 months
Egypt , Giza
- Job Details:- Responsible for procurement, installation and life-cycle maintenance of IT hardware and software (includes PCs, peripherals, servers, networking equipment, operating systems and other software within the data center. - Responsible for monitoring of the Data Center UPS and following up with the UPS maintenance team for support. - Responsible for monitoring of the Data Center Ventilation System and following up with Ericsson’s Emerson Liberty maintenance team for support. - Responsible for monitoring data backups of our Virtual and Physical Machines to ensure that they are completed on a regular basis. - Responsible for the monitoring and the maintenance of our backup solution “EMC’s NetWorker” and following up with EMC for any problems that needs their support. - Responsible for the maintenance and monitoring of our NAS Storage “VNX 5300” also our “EMC Data Domain”. - Management of our storage and Shared folders using “EMC’s Unisphere”. - Ensuring that the “EMC VBA”, “EMC EBR”, “EMC NetWorker”, “EMC DDVE” and the vCenter are all synced together and synced with our AD. - Checking all the Data Center’s Hardware “Blade Servers, Tower Servers, Switches, Routers, Access Points, Wireless Controllers, Cables & Storage Racks” and making sure that everything is functioning normally, else I refer to the responsible teams. - Performing any other duties requested by the Direct Manager.
IT Operation Administrator Senior SpecialistFull Time
Jun 2016 - Jan 2017 -7 months
Egypt , Giza
- Job Details:- Responsible for procurement, installation and life-cycle maintenance of IT hardware and software (includes PCs, peripherals, servers, networking equipment, operating systems and other software. - Provides IT operations function to offices for the organization’s standard hardware, software and voice/data network solutions. - Monitoring System Center Configuration Manager (SCCM) to check the employees requests. - Monitoring and using of System Center Service Manager (SCSM) to solve and help our employees. - Performs local administration and operations functions as appropriate in accordance with standards, policies and procedures. - Responsible for local inventory maintenance and software license management - Provides new staff with PC/account setup and orientation. - Provides escalated technical support that requires an on-site presence (server, NAS, network or PC equipment failure), including data backup recovery. Performs complex software/hardware troubleshooting, patches and re-installations in cooperation with the Enterprise Helpdesk and in accordance with established SLAs.
Second Level Support SpecialistFull Time
TEData
Jun 2012 - May 2016 -3 yrs, 11 months
Egypt , Cairo
- Job Details:- Handling Domain, Mails, Hosting, Family, Option Pack and IPTV services which are supported by second level support team. - Using all second level support team advanced troubleshooting and diagnoses tools. - Adapting to changing priorities, meet deadlines and work well under pressure. - Staying current with new information technology, equipment, programs, and services in order to effectively and efficiently serve the work. - Sharing previous experience in the Second Level Support Inbound team. - Having the ability to learn from and add to the second level support team large knowledge base. - Effectively using oral and written communication skills to convey ideas to others in a clear and informative manner. - Establishing and maintaining effective working relationships. - Having an expert level in the contact center first level support team. - Performing any other duties requested by the Direct Manager.
Customer Contact Center Technical Support SpecialistFull Time
TEData
Mar 2011 - Jun 2012 -1 yr, 3 months
Egypt , Cairo
- Job Details:- Ensuring action notes are input onto database before call end. - Following correct procedure for escalating calls to the team leaders. - To ensure correct Systems action, up-to-date and relevant. - Keep attendance/time exemplary. - Handling internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards. - Resolving customer complaints and problems and to escalate issues to appropriate persons/teams whenever needed. - Being prompt for work and back from breaks. - Adhering CCC rules. - Interpreting the needs of the customers effectively, maintain and enhance standards of quality for the services offered. - Building a customer relationship, which adds value to the customer leading to a long term profitable relationship. - Showing a broad knowledge and services and their competitive advantages. - Following the appropriate guidelines and procedures for any given situation. - Making recommendations of alternate solutions if customer expectations cannot be met. - Achieving first call resolution (FCR). - Managing call flow in conjunction with navigating screens.
Education
BA in Management Information System (MIS)
Modern Academy in Maadi (MAM)Jan 2006 - Jan 2010 - 4 yr
High School - Thanaweya Amma
St. Fatima Language SchoolJan 2003