Basic Info

Mohamed Abo Elwafa

5 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

IT System Support Specialist at Novartis Pharmaceuticals

Experience Details

IT System Support Specialist

IT/Software Development

Experienced (Non-Manager)

Group Coordinator and deputy incident manager.
- Handling all hardware technical issues with laptops and desktops.
- Handling all software technical issues with laptops and desktops.
- Handling all issues regarding Cisco phones and Call manager, configures new phones.
- Handling and monitoring all issues regarding security for all devices.
- Handling all issues regarding Mobile devices.
- Handling Most of network issues.
- Troubleshooting issues face to face with the user.
- Handling all receiving calls.
- Handling all IT Requests Ex: creating emails and accounts on Active directory, format PC and laptops .
- liaise with other relevant internal departments to ensure all incidents are managed properly
- document all troubleshooting and case management actions via our incident management system
- provide updates to the customers per incident fault management guidelines
- participate in some projects related to network implementation or redesign the network infrastructure


Company Details

Novartis Pharmaceuticals

Cairo, Egypt

More than 1000 employees

Pharmaceuticals

www.novartis.com

Nov 2016 to present (8 months)
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 Nov 2016 (1 year 3 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 fresh!
Last update 30 days ago.

Jobseeker photo

Profile Skills and Keywords

A+AdaptiveCCNACommunicatorComputer NetworkingComputer SkillsConstruction - Industrial Facilities And InfrastructureCustomer ServiceElSewedy Electric PSPEnglishEtisalat MisrFlexibleHard WorkerITIT Specialist Operation&Project;IT System Support SpecialistInformation TechnologyInternetMCSAManagement Information SystemsMicrosoft OfficePharmaceuticalsProblem 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

Information Technology

Information Technology

: Advanced

: Extreme - I love it!

:

3-5 years

techincal sappourt

techincal sappourt

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

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

Online Presence

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