Basic Info

Mohamed Ahmed

Less than 1 year

Giza, Egypt

Bachelor's Degree

Entry level

Work Experience

IT Service Desk Specialist at Etisalat Misr

Experience Details

IT Service Desk Specialist

IT/Software Development

Entry Level

Providing first line support for company's employees over the phone regarding their inquiries about various technical processes and procedures
Also providing technical support for any technical difficulties that may face any user and escalating to various internal teams when necessary.
participating in accounts creation for new hire and revoke for resigned employees.
supporting RSS in accounts creation and management, and also providing support to insure smooth and fault-free operations


Company Details

Etisalat Misr (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Sep 2015 to present (1 year 11 months)
Technical Support Agent at Etisalat Misr

Experience Details

Technical Support Agent

Customer Service/Support

Entry Level

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services, Gather customer’s information and determine the issue by evaluating and analyzing the symptoms, Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more, Research required information using available resources, Follow standard processes and procedures;Identify and escalate priority issues per Client specifications, Redirect problems to appropriate resource, Accurately process and record call transactions using a computer and designated tracking software, Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business, Organize ideas and communicate oral messages appropriate to listeners and situations;Follow up and make scheduled call backs to customers where necessary, Stay current with system information, changes and updates.


Company Details

Etisalat Misr

Giza, Egypt

N/A

Information Technology Services

http://www.etisalat.com.eg/

May 2014 to Aug 2015 (1 year 3 months)

Education

Bachelor's Degree in Business administration

Education Details

Bachelor's Degree

Business administration

Faculty of Commerce - Cairo University, Egypt

Not specified

N/A

N/A

Faculty of Commerce - Cairo University
2006 - 2012
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Orman Secondary School OSC

Egypt

2005

B / Very Good / 75 - 85%

N/A

Orman Secondary School OSC
2005

Certifications

MCSA - MCSE
Nov 2009

Certificate details

MCSA - MCSE

Nov 2009

N/A

N/A

N/A

Microsoft

N/A

ICDL
Aug 2007

Certificate details

ICDL

Aug 2007

86 out of 100

N/A

N/A

Synergy

N/A

Certificate details

ITIL V3 Foundation

Feb 2016

N/A

https://candidate.peoplecert.org/ReportsLink.aspx?argType=1&id=CF74E87B1C80C56B6AA6D4727FCE7AE4BA5829CF605BA10223066B5FECB71D2C57A4F975B1C2AB4A

9980013871385954\GR750225009MA

AXELOS

ITIL V3 Foundation Certified

Training and Courses

Training/Course Details

General English

Jun 2008

AUC

N/A

This profile is fresh!
Last update 9 days ago.

Jobseeker photo

Profile Skills and Keywords

Android Custom ROMsArabicBusiness AdministrationBusiness-orientedCarsCustomer ServiceEnglishEtisalat MisrF1General EnglishHard WorkerICDLITIT BusinessIT Service Desk SpecialistITIL V3 FoundationInformation Technology ServicesInteractiveInternetMCSA - MCSEMiccrosoft WordMicrosoft WindowsNetworksPersistentProblem SolverSmartphonesSoftware DevelopmentSupportTechnical Support AgentTechnologyTelecommunications

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Advanced

: Fluent

: Fluent

: Advanced

Tools and Technologies

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

5-7 years

Internet

Internet

: Advanced

: Extreme - I love it!

:

Less than 1 year

Miccrosoft word

Miccrosoft word

: Advanced

: Extreme - I love it!

:

3-5 years

Fields of Expertise

Networks

Networks

: Beginner

: Extreme - I love it!

:

Less than 1 year

IT

IT

: Beginner

: Extreme - I love it!

:

Less than 1 year

Android Custom ROMs

Android Custom ROMs

: Beginner

: Extreme - I love it!

:

1-3 years

Key Skills

Business-oriented, Hard worker, Problem Solver, Persistent, Interactive

Online Presence

http://www.linkedin.com/profile/view?id=222899388https://www.facebook.com/MohamedMohsenAhmed1https://twitter.com/MMohsen89www.xman323.wordpress.com

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