Basic Info

Mohamed El-Hakim

6 years

Giza / Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Help Desk Team Leader at Global Brands Group

Experience Details

Help Desk Team Leader

IT/Software Development

Manager

Help Desk Team Leader
Global Brands Group April 2015 – Till Now
Outsourcing Department
Accounts : Microsoft, GSK, Givaudan, Oils & Grains, Sharkawy & Sarhan Law Firm ,etc .

• 1st and 2nd line of support for outsourcing accounts
• Handling Escalations from contract managers
• Ensuring from delivering best quality of service
• Proactive planning for Backup resources
• Recruitment and selection for team members • Setting team members goals and KPI’s .
• July & Aug Top Score Card Performance – GSK


Company Details

Global Brands Group

5th settlement New Cairo, Egypt

501-1000 employees

Outsourcing/Offshoring

http://www.gbrands.com/

Apr 2015 to present (2 years 3 months)
Help Desk Team Leader at Global Brands Group

Experience Details

Help Desk Team Leader

IT/Software Development

Manager

• Act as 1st and 2nd line of support for teams on sites • Helpdesk Union Centralization Project .
• Accomplished Ticketing system upgrade to SCSM2012 • Reviewing overall performance reports -monthly • Documentation and recording for all IT dept. Processes and procedures ( Audit purposes )
• Reviewing Targeting and Objective Periodically


Company Details

Global Brands Group

5th settlement New Cairo, Egypt

501-1000 employees

Outsourcing/Offshoring

http://www.gbrands.com/

Jun 2014 to Apr 2015 (10 months)
Fixed Data Support Engineer at Vodafone Egypt

Experience Details

Fixed Data Support Engineer

IT/Software Development

Experienced (Non-Manager)

• Provide ProDSL and enterprise ADSL for SME’s
• Act as 1st and 2nd Line of support
• Striving to minimize the customer’s down time
• Accomplishing Network Knowledge Base
• Bronze Award as a recognition - 2013 last quarter


Company Details

Vodafone Egypt (multinational)

Maadi, Cairo, Egypt

N/A

Telecommunications

www.vodafone.com.eg

Apr 2013 to Jun 2014 (1 year 2 months)
Internet Call Center Representative at Vodafone Egypt

Experience Details

Internet Call Center Representative

IT/Software Development

Entry Level

• 1st line of support for ADSL and 3G services
• Troubleshooting internal LAN problems.
• Handling clients billing operations
• Supporting static IP, domain and hosting solutions


Company Details

Vodafone Egypt (multinational)

Maadi, Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Jun 2012 to Apr 2013 (10 months)
Maintenance Engineer at Net Valley Company Group

Experience Details

Maintenance Engineer

IT/Software Development

Entry Level

• Maintenance for CCTV, PC's, laptops and printers
• Fixing Network issues related to work groups


Company Details

Net Valley Company Group

Cairo, Egypt

11-50 employees

Computer Hardware

N/A

Feb 2012 to Jun 2012 (4 months)
Help Desk Engineer (intern) at Qinwan

Experience Details

Help Desk Engineer (intern)

IT/Software Development

Student

• Building network infrastructure for required nodes
• Deploying enterprise windows image for hosts
• Scheduled Backup on a monthly basis


Company Details

Qinwan

Maadi, Cairo, Egypt

N/A

Architectural and Design Services

N/A

Oct 2006 to Sep 2009 (2 years 11 months)

Education

BSc in Electrical and Computer Engineering

Education Details

BSc

Electrical and Computer Engineering

Higher Technological Institute (HTI), Egypt

C / Good / 65 - 75%

N/A

N/A

Higher Technological Institute (HTI)
2005 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Ahmed Bahgat School

Egypt

2005

C / Good / 65 - 75%

N/A

Ahmed Bahgat School
2005

Certifications

ICDL
May 2006

Certificate details

ICDL

May 2006

N/A

N/A

N/A

N/A

MCSE
Jun 2011

Certificate details

MCSE

Jun 2011

N/A

N/A

N/A

N/A

CCNA
Oct 2008

Certificate details

CCNA

Oct 2008

N/A

N/A

N/A

N/A

ITIL
Nov 2013

Certificate details

ITIL

Nov 2013

N/A

N/A

N/A

N/A

PMP
Nov 2014

Certificate details

PMP

Nov 2014

N/A

N/A

N/A

N/A

Mini MBA
Apr 2014

Certificate details

Mini MBA

Apr 2014

N/A

N/A

N/A

Ain Shams , MC GILL University

N/A

Training and Courses

Training/Course Details

Customer Care

Oct 2011

Xceed - Tedata

N/A

Training/Course Details

Time Management

Oct 2010

Legend Training Center

N/A

Training/Course Details

Soft & Communication Skills

Oct 2010

Legend Training Center

N/A

Training/Course Details

Public Speaking

Feb 2014

Anwar Resala

N/A

Training/Course Details

Be Professional HR

Apr 2015

The Assistant Training Center

N/A

Training/Course Details

WiMAX

Jul 2010

Systel Motorola

N/A

Training/Course Details

Mobile Package

Jul 2009

New Horizons Training Center

N/A

Training/Course Details

Analog & Digital Electronics

Jul 2007

Jelecom

N/A

This profile is fresh!
Last update 9 days ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAdding ValueAdobe AuditionAnalog & Digital ElectronicsArabicArchitectural And Design ServicesBe Professional HRCCNACRTCommunicatorComputer HardwareCustomer CareDisciplineDutchElectrical And Computer EngineeringEnglishEnthusiasmFixed Data Support EngineerFlexibleHelp DeskHelp Desk EngineerHelp Desk Team LeaderICDLITITILInternet Call Center RepresentativeLeadershipMCSEMaintenance EngineerManagmentMarketingMicrosoft OfficeMini MBAMobile PackageOffshoringOrganizerOutsourcingPMPPlaningPresenterPublic SpeakingPunctualityRemedySAPSCCMSCSMSiebelSoft & Communication SkillsSoftware DevelopmentSupportiveTeam WorkTelecommunicationsTime ManagementVMwareVodafone EgyptWiMAX

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Dutch

Dutch

: Advanced

: Intermediate

: Intermediate

: Beginner

Tools and Technologies

SCSM

SCSM

: Expert

: Extreme - I love it!

:

1-3 years

Siebel

Siebel

: Expert

: Extreme - I love it!

:

1-3 years

VMware

VMware

: Expert

: Extreme - I love it!

:

1-3 years

CRT

CRT

: Expert

: Extreme - I love it!

:

1-3 years

SAP

SAP

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

SCCM

SCCM

: Advanced

: High

:

1-3 years

Remedy

Remedy

: Advanced

: High

:

Less than 1 year

Adobe Audition

Adobe Audition

: Advanced

: High

:

Less than 1 year

Fields of Expertise

Managment

Managment

: Expert

: Extreme - I love it!

:

1-3 years

Planing

Planing

: Expert

: Extreme - I love it!

:

1-3 years

Help Desk

Help Desk

: Expert

: High

:

5-7 years

Leadership

Leadership

: Expert

: Extreme - I love it!

:

1-3 years

Marketing

Marketing

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Communicator, Presenter, Organizer, Flexible / Adaptive, Supportive

Online Presence

https://www.linkedin.com/in/moh7akim/

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