Basic Info

Mohamed MostafaGad

3 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Retail & Home visits technical support specialist at TEData

Experience Details

Retail & Home visits technical support specialist

IT/Software Development

Experienced (Non-Manager)

Undertake a range of customer service technical activities within given timelines and guidelines with limited direction and guidance provided as required
(*) Handle technical complaints / unsatisfied customers / chronic cases / hard calls/visits received from the agents and follow-up on regular customers / premium customers / special customers / VIPs / re-sellers phone calls / technical questions / e-mails to ensure fulfillment of customer requests in a timely and efficient manner
(*) Liaise with relevant departments to address technical resolution based on customer complaint in a timely manner so that a positive image of TE Data is maintained
(*) Provide inputs and support to Team Leaders or Supervisors highlighting any issues or opportunities arising for the efficient and timely resolution
(*) Identify needs for proactive communication with customer (in cases of exceptional delays) and manage proactive communication thorough outbound calls or SMS to set expectations and prevents clashes
(*) Act as a focal point with other departments to solve escalated or urgent complaints and pending orders / tickets requests and ensure on time response
(*) Oversee tasks / held orders / held tickets / and make sure they are handled within the agreed upon time respect SLAs to maintain customer satisfaction
(*) Verify infrastructure readiness and work environment suitability for better service
(*) Ensure the implementation of proper preventive / corrective actions / improvement initiatives with Quality Assurance to increase customers’ / VIP customers’ satisfaction
(*) Ensure execution of tasks as per TE Data established plan, relevant policies and procedures to ensure consistency in handling business cases and achieve targets
(*) Maintain stock balance on daily/ weekly and yearly basis and ensure the correct handing out, customer clearance cycle and documents
(*) Revising system posts and taking corrective actions when needed


Company Details

TEData (multinational)

Cairo, Egypt

More than 1000 employees

Information Technology Services

www.tedata.net

Dec 2015 to present (1 year 10 months)
Advanced Technical Support Call Center Specialist at TEData

Experience Details

Advanced Technical Support Call Center Specialist

IT/Software Development

Experienced (Non-Manager)

Responsible for handling customer issues who're subscribed on the advanced technologies like Domains ,Hosting ,and pilot projects that the company runs like VDSL project , also real IPs that help customers to control their companies remotely


Company Details

TEData

Cairo, Egypt

More than 1000 employees

Information Technology Services

N/A

May 2015 to Dec 2015 (7 months)
Technical Support CC specialist at TEData

Experience Details

Technical Support CC specialist

IT/Software Development

Experienced (Non-Manager)

* Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.
* 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

TEData

Cairo, Egypt

More than 1000 employees

Information Technology Services

www.tedata.net

Aug 2014 to May 2015 (9 months)
Summer Training (intern) at ITI

Experience Details

Summer Training (intern)

IT/Software Development

Student

I have trained in ITI for 45 days in Mansoura branch and the course was about PHP
programming and what is the security mechanisms used in PHP language that
guarantee the security in the websites


Company Details

ITI (multinational)

Dakahlia, Egypt

N/A

Information Technology Services

www.ITI.Com

Jul 2013 to Sep 2013 (2 months)

Education

Bachelor's Degree in Information systems

Education Details

Bachelor's Degree

Information systems, Network Engineering , Database Sql server

Mansoura University, Egypt

C / Good / 65 - 75%

N/A

N/A

Mansoura University
2010 - 2014
High School - Thanaweya Amma

High School Details

Thanaweya Amma

shahid-Elsalam

Egypt

2009

A / Excellent / 85 -100%

N/A

shahid-Elsalam
2009

Certifications

CCNA
Mar 2012

Certificate details

CCNA

Mar 2012

N/A

N/A

N/A

Mansoura Scientific calculation center

N/A

MCITP
Mar 2012

Certificate details

MCITP

Mar 2012

N/A

N/A

N/A

N/A

CCNA security
Jun 2013

Certificate details

CCNA security

Jun 2013

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

CCNA

Jun 2012

Mansora Scientific Computing Center

N/A

Training/Course Details

MCITP

Jun 2012

Mansora Scientific Computing Center

N/A

Training/Course Details

CCNA Security

Feb 2014

Self Study

N/A

Training/Course Details

CEH

Apr 2013

Self Study

N/A

Training/Course Details

RHCE

May 2013

Self Study

N/A

Training/Course Details

project management

Dec 2016

RITI

N/A

Training/Course Details

HR workshop

Aug 2016

EBS

N/A

Training/Course Details

HR workshop

Aug 2016

EBS

N/A

Training/Course Details

ISTQB

Apr 2017

Self Study

N/A

This profile is not updated!
Last update more than 3 months ago.

Jobseeker photo

Profile Skills and Keywords

Adobe PhotoshopAdvanced Technical Support Call Center SpecialistAnalyticalArabicBusiness PlanningCCNACCNA SecurityCEHCiscoDatabase Sql ServerEnglishFirewallsHR WorkshopHard WorkerISTQBITITIInformation SystemsInformation Technology ServicesInternetJavaJavaScriptLeaderLinuxMCITPMicrosoft SQL ServerMicrosoft WindowsMy LaptopMy ViolinNetwork EngineeringNetworksNovelsOrganizerProblem SolverProject ManagementRHCERetail & Home Visits Technical Support SpecialistRoutersSecurity Mechanisms In NetworksSoftware DevelopmentSummer TrainingSwimmingSwitchesTEDataTechnical Support CC SpecialistWindows Server 2008

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Intermediate

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Internet

Internet

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

3-5 years

Windows Server 2008

Windows Server 2008

: Advanced

: Extreme - I love it!

:

1-3 years

Networks

Networks

: Advanced

: Extreme - I love it!

:

1-3 years

Linux

Linux

: Intermediate

: High

:

Less than 1 year

Cisco

Cisco

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Adobe Photoshop

Adobe Photoshop

: Intermediate

: Extreme - I love it!

:

1-3 years

Business Planning

Business Planning

: Beginner

: High

:

Less than 1 year

Microsoft SQL Server

Microsoft SQL Server

: Little knowledge

: High

:

Less than 1 year

Java

Java

: Little knowledge

: High

:

Less than 1 year

javaScript

javaScript

: Little knowledge

: High

:

Less than 1 year

Fields of Expertise

routers

routers

: Advanced

: Extreme - I love it!

:

Less than 1 year

switches

switches

: Advanced

: Extreme - I love it!

:

Less than 1 year

firewalls

firewalls

: Intermediate

: Extreme - I love it!

:

Less than 1 year

security mechanisms in networks

security mechanisms in networks

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Key Skills

Analytical, Leader, Hard worker, Organizer, Problem Solver

Online Presence

https://www.linkedin.com/in/mohamedgaad/https://www.facebook.com/M7mdgaad

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