Basic Info

Moataz Badawy

5 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

IT Project & Problem Management Engineer at Vodafone Egypt

Experience Details

IT Project & Problem Management Engineer

Project/Program Management

Experienced (Non-Manager)

-Acts as a 3rd line of support for the Helpdesk Team and as a 2nd line for the Technical Support Team.
-Handles all desktop applications projects.
-Targets and solves any global problem that may affect desktop systems.
-Ensure that 100% of all managed projects are successfully accomplished on time.
-Seek for our Customer feedback after each project Closure in order to fulfill his needs and exceed his expectation.
-Protect and secure the desktop Systems against attacks, update applications, patches and windows security updates.
-Decrease the number of the repeated tickets per year. Analysis reports from Remedy & Help Desk call analysis.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Dec 2013 to present (3 years 8 months)
IT Project & Problem Management Technical Leader at Vodafone Egypt

Experience Details

IT Project & Problem Management Technical Leader

Engineering - Telecom/Technology, IT/Software Development

Manager

-Acts as a 3rd line of support for the Helpdesk Team and as a 2nd line for the Technical Support Team.
-Handles all desktop applications projects (Upgrade & Deployment).
-Managing, supporting and implementing new stores openings, renovations and rollouts.
-Ensure that 100% of all managed projects are successfully accomplished on time.
-Seek for our Customer feedback after each project Closure in order to fulfill his needs and exceed his expectation.
-Targets and solves any global problem that may affect desktop systems.
-Ensures the confidentiality, integrity and availability of Vodafone System and data security, including user access to computer.
-Managing and administering various systems like SCCM, MDT, Queuing, and self-service kiosks, to handle user’s incidents in a timely manner.
-Providing support services to Vodafone Egypt Desktop environment, client-related Infrastructure Systems located at remote areas, as a part of the Enterprise Business and Technology support team.
-Creating and developing tools to enhance daily operations, and support tasks’ automations.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Jul 2016 to present (1 year 1 month)
Technical Support Engineer at Vodafone Egypt

Experience Details

Technical Support Engineer

IT/Software Development

Experienced (Non-Manager)

-Second line of support for the users, Maintain, operate and support all desktop systems.
-Properly adhere to desktop Service level agreements. Insure that all of assigned Trouble Tickets are solved within SLA.
-Enhance service level agreement, Enhance & revisit the agreed SLA with all departments with new applications and OLA between other teams report with the updated SLA & OLA from the SLA Management.
-Eliminate the root cause of reported problems.
-Decrease the number of the repeated tickets per year. Analysis reports from Remedy & Help Desk call analysis
-Perform Customer quality check visits.
-Increase customer satisfaction, Insure that all of our customers are satisfied from the delivered services.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

May 2012 to Dec 2013 (1 year 7 months)
Support Center Engineer at Vodafone Egypt

Experience Details

Support Center Engineer

IT/Software Development

Entry Level

-First line of support for the users, Solves the problems which can be solved over phone or by e-mail.
-Escalates the problem to the second line of support when necessary to get the problem solved with the agreed service level.
-Follows up with end user until his problem is resolved.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Sep 2010 to May 2012 (1 year 8 months)
Technical Support Engineer at Logic Management Consulting

Experience Details

Technical Support Engineer

IT/Software Development

Entry Level

N/A


Company Details

Logic Management Consulting

Giza, Egypt

501-1000 employees

Market Research , Management Consulting

N/A

Mar 2010 to Sep 2010 (6 months)
Sales Engineer at Computec

Experience Details

Sales Engineer

IT/Software Development

Entry Level

N/A


Company Details

Computec

Giza, Egypt

501-1000 employees

Information Technology Services

N/A

Nov 2009 to Mar 2010 (4 months)

Education

Bachelor's Degree in Computer Science

Education Details

Bachelor's Degree

Computer Science

Helwan University, Egypt

Not specified

N/A

N/A

Helwan University
2005 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Modern Narmer Language School

Egypt

2004

A / Excellent / 85 -100%

N/A

Modern Narmer Language School
2004

Certifications

ITIL
Feb 2013

Certificate details

ITIL

Feb 2013

N/A

N/A

N/A

N/A

Training and Courses

CCNA at ITI
Jul 2009

Training/Course Details

CCNA

Jul 2009

ITI

N/A

This profile is fresh!
Last update 6 days ago.

Jobseeker photo

Profile Skills and Keywords

ArabicBitlockerCCNAComputer ScienceCreativeCustomer-orientedEnglishFrenchHard WorkerHorsingITIT Project & Problem Management EngineerIT Project & Problem Management Technical LeaderITILInformation Technology ServicesMDTManagement ConsultingMarket ResearchPersistentProblem SolverProgram ManagementProjectProject ManagementSales EngineerSoftware DevelopmentSupport Center EngineerSystem Center Configuration ManagerTechnical SupportTechnical Support EngineerTelecommunicationsTravelingVPNVodafone Egypt

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

system center configuration manager

system center configuration manager

: Expert

: Extreme - I love it!

:

1-3 years

ITIL

ITIL

: Expert

: Extreme - I love it!

:

1-3 years

MDT

MDT

: Intermediate

: High

:

1-3 years

Bitlocker

Bitlocker

: Intermediate

: High

:

1-3 years

VPN

VPN

: Intermediate

: High

:

Less than 1 year

Fields of Expertise

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

1-3 years

Project Management

Project Management

: Expert

: Extreme - I love it!

:

1-3 years

Key Skills

Hard worker, Customer-oriented, Creative, Problem Solver, Persistent

Online Presence

https://www.linkedin.com/profile/view?id=324545840&trk;https://www.facebook.com/moataz.badawy

Like Moataz`s profile? Share it!

Get Your own Wuzzuf Profile Now !

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