Basic Info

Mohamed Abo Elwafa

3 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

IT Specialist Operation&Project; at ElSewedy Electric PSP

Experience Details

IT Specialist Operation&Project;

IT/Software Development

Experienced (Non-Manager)

• Checks pre-installation requirements and site preparations for new hardware installations.
• Troubleshooting applications.
• Create users.
• Install all applications according to user’s needs.
• Install all new hardware system and software for networks.
• Document network/system problems and resolution for future reference.
• Monitor system performance and implement performance tuning.
• Manage user accounts permissions.
• Monitor & Resolve tickets.
• Manage Domain Controller.
• Control system employing in server/client applications.
• Troubleshoots data communication issues (dial-up and Internet).


Company Details

ElSewedy Electric PSP (multinational)

Cairo, Egypt

More than 1000 employees

Construction - Industrial Facilities and Infrastructure

www.psp.com.eg

Aug 2015 to present (1 year 4 months)
Technical Support Specialist at Etisalat Misr

Experience Details

Technical Support Specialist

Customer Service/Support

Experienced (Non-Manager)

• Handle all incoming calls related of the technical support.
• Escalate problems, provide relevant feedback to the right channels & recommend claims for eligible customers.
• Provide the customer with proper technical solutions in order to solve his problem.
• Use the available methods & tools to develop the skills & information to fit the customer requirements.
• Apply appropriate actions to control telephone calls in order to achieve accepted service level.
• Conduct training sessions to call center staff to transfer the gained experience.
• Help the outbound team to handle some relevant issues such as the backlog & trouble tickets
• Act as floor delegate by handling different assigned tasks such as escalated calls, report the outage, and ensure smooth work flow.
• Deactivate hotlines.
• Decide after troubleshooting USB Replacement.
• Recommend Deactivation of the service in specific cases.


Company Details

Etisalat Misr (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.etisalat.com.eg

Apr 2014 to Jul 2015 (1 year 3 months)
Technical Support Engineer at Vodafone Egypt

Experience Details

Technical Support Engineer

Customer Service/Support

Experienced (Non-Manager)

N/A


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Computer Networking , Telecommunications

www.vodafone.com.eg

Nov 2012 to Mar 2014 (1 year 4 months)

Achievements


I have achievements as Technical Support Specialist at Etisalat Mis

Education

Management Information Systems in Management Information Systems

Education Details

Management Information Systems

Management Information Systems

FUTURE ACADEMY, Egypt

C / Good / 65 - 75%

N/A

N/A

FUTURE ACADEMY
2008 - 2012
High School - Other

High School Details

Other

AL Ameriya

Egypt

2008

C / Good / 65 - 75%

N/A

AL Ameriya
2008

Certifications

A+
May 2008

Certificate details

A+

May 2008

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

CCNA

Mar 2014

self studying

N/A

Training/Course Details

A+

Jan 2011

self studying

N/A

Training/Course Details

MCSA

Sep 2015

Self Study

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

A+AdaptiveCCNACommunicatorComputer NetworkingComputer SkillsConstruction - Industrial Facilities And InfrastructureCustomer ServiceElSewedy Electric PSPEnglishEtisalat MisrFitness TrainerFlexibleHard WorkerITIT Specialist Operation&Project;Information TechnologyInternetMCSAManagement Information SystemsMicrosoft OfficeProblem SolverSoftware DevelopmentSportsSupportSupportiveTechincal SappourtTechnical SupportTechnical Support EngineerTechnical Support SpecialistTelecommunicationsVodafone Egypt

Self-assesed Skills

Languages

English

English

: Fluent

: Advanced

: Advanced

: Advanced

Tools and Technologies

Computer Skills

Computer Skills

: Expert

: Extreme - I love it!

:

1-3 years

Internet

Internet

: Expert

: Extreme - I love it!

:

5-7 years

Customer Service

Customer Service

: Advanced

: Medium

:

1-3 years

Technical Support

Technical Support

: Advanced

: High

:

1-3 years

Microsoft Office

Microsoft Office

: Intermediate

: High

:

1-3 years

Fields of Expertise

customer service

customer service

: Expert

: Medium

:

1-3 years

Fitness Trainer

Fitness Trainer

: Expert

: Extreme - I love it!

:

1-3 years

techincal sappourt

techincal sappourt

: Advanced

: Extreme - I love it!

:

1-3 years

Information Technology

Information Technology

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Communicator, Hard worker, Problem Solver, Flexible / Adaptive, Supportive

Online Presence

https://touch.www.linkedin.com/?sessionid=556597774385152&trk=eml-b2_anet_digest-hero-4-hero-disc-disc-0&midToken=AQGwnW6UWQvPlA&rs=false&redirectUrl=%23postdetail%2Fg-1958582-S-74678154%2Flanding&dl=no#you

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