Basic Info

Mokhtar Elsawy

7 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

IT Support Engineer at Arab Bank

Experience Details

IT Support Engineer

IT/Software Development

Experienced (Non-Manager)

• Diagnose operating systems and repair hardware issues for desktop machines and laptops.
• Deliver support to +30 branches with investigating and resolving applications errors, data discrepancies and queries.
• Examine applications functionality and performance, and provide information about how they can be improved.
• Write and run daily reports to support day-to-day business operations.
• Provide maintenance for ATMs software with detailed reporting for hardware status.
• Implement prerequisite hardware and software for desktop machines in the dealing room and the test room.
• Confirm 99 % performance accuracy in 100 desktop machines and +40 applications for Disaster Recovery process and prepare servers backup network connections.
• Provide support for application configuration and upgrades, and problem analysis and resolution for application problems, in conjunction with the users and external application or service suppliers where necessary.
• Follow standard help desk procedures and Administer help desk software.


Company Details

Arab Bank

Cairo, Egypt

More than 1000 employees

Banking

N/A

Oct 2016 to present (1 year 2 months)
Technical Support Advisor at Etisalat

Experience Details

Technical Support Advisor

Customer Service/Support

Experienced (Non-Manager)

• Handled +100,000 incidents and service requests for Etisalat Customers with mobile handsets configuration in order to use WAP, Internet, Multimedia Messages and all 3G Services through Etisalat Mobile Network.
• Supported 3G based Internet Devices (USB modems and Wireless Routers) customers in order to ease the usage and troubleshot all problems occurred with Etisalat Customers.
• Supported the outbound team in handling and making sure all trouble tickets, complaints done within Service Level.
• Installed 40,000 ADSL connections and troubleshot any problems concerning the network connection in 2 years.
• Dealt with different brands of ADSL routers, modems and network components.
• Managed resolution of mobile technical issues for Etisalat customers via all support channels: Queue, trouble ticket system, email.
• Acquired broad range of troubleshooting skills related to Mobile applications and software, connectivity management, data connections and PC operating systems.


Company Details

Etisalat

Cairo, Egypt

More than 1000 employees

Telecommunications

N/A

Aug 2009 to Mar 2014 (4 years 7 months)
Control Engineer and Technical Writer at Aceto industries

Experience Details

Control Engineer and Technical Writer

Engineering - Construction/Civil/Architecture

Entry Level

• Found the appropriate communication solutions between the different control systems Installed in electrical, water and wastewater treatment stations.
• Used PLC (Programmable logic Controller) over SCADA (Supervisory Control and Data Acquisition) systems to control the different instrumentations used in the required stations.
• Wrote 20 Technical Proposals to match the technical requirements for governmental and technical specified bids
• Contacted worldwide suppliers for purchasing the perquisite machines.


Company Details

Aceto industries

Giza, Egypt

101-500 employees

Engineering Services

N/A

Aug 2008 to Aug 2009 (1 year)
ISP agent at Linkdotnet

Experience Details

ISP agent

Customer Service/Support

Entry Level

• Answered daily +50 phone calls coming from ADSL Customers who complain from faulty connection and find the technical reasons that cause the connection to go down.
• Recorded a ticket for each phone call that describes the reason of the technical problem to the appropriate department to fix it.
• Handled financial invoices and financial problems that face the customers.


Company Details

Linkdotnet

Giza, Egypt

More than 1000 employees

Information Technology Services

N/A

Sep 2007 to Mar 2008 (6 months)

Achievements


I was member in the support team for disaster recovery in Arab bank


I was member in the support team for launching ADSL service and the blackberry service in Etisalat


I helped providing technical information about the utilized machines in North Cairo Electricity Station.


I was member in the 777 service support team


I was in students top list

Education

Bsc. Electrical Engineering in Electrical Engineering

Education Details

Bsc. Electrical Engineering

Electrical Engineering

Tanta University, Egypt

C / Good / 65 - 75%

N/A

N/A

Tanta University
2000 - 2006
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Sadek Elrafee

Egypt

2000

A / Excellent / 85 -100%

N/A

Sadek Elrafee
2000

Certifications

Academic IELTS
Oct 2015

Certificate details

Academic IELTS

Oct 2015

N/A

N/A

N/A

British Council

N/A

ITIL
Jul 2017

Certificate details

ITIL

Jul 2017

N/A

N/A

N/A

ITSM

N/A

Training and Courses

Training/Course Details

ITIL Fondation

Apr 2017

New Horizons

N/A

Training/Course Details

Project Management Professional

Feb 2015

PMI

N/A

Training/Course Details

CCNA

Jan 2007

New Horizons

N/A

Training/Course Details

MCSA 2012 R2

Jun 2017

Microsoft

N/A

This profile is fresh!
Last update 6 days ago.

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Profile Skills and Keywords

Academic IELTSAnalyticalApplication SupportArabicBankingBuilding ConstructionBusiness-orientedCCNAControl Engineer And Technical WriterCustomer ServiceCustomer-orientedElectrical EngineeringEngineering ServicesEnglishGounaISP AgentITIT SupportIT Support EngineerITILITIL FondationInformation Technology ServicesLeaderMCSA 2012 R2Mobile Application SupportNegotiatorPMPProject Management ProfessionalReadingRunningScienceSkilled TradesSoftware DevelopmentSupportTCP/IPTechnical Support AdvisorTelecommunicationsTicketing System

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

PMP

PMP

: Expert

: Extreme - I love it!

:

1-3 years

Ticketing System

Ticketing System

: Expert

: Extreme - I love it!

:

5-7 years

TCP/IP

TCP/IP

: Expert

: Extreme - I love it!

:

5-7 years

ITIL

ITIL

: Advanced

: Extreme - I love it!

:

1-3 years

Fields of Expertise

IT Support

IT Support

: Expert

: Extreme - I love it!

:

3-5 years

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

3-5 years

Application Support

Application Support

: Expert

: Extreme - I love it!

:

3-5 years

Mobile Application Support

Mobile Application Support

: Expert

: Extreme - I love it!

:

3-5 years

Key Skills

Analytical, Leader, Business-oriented, Negotiator, Customer-oriented

Online Presence

MokhtarElsawyMokhtarElsawyMokhtarsawyMokhtarElsawymokhtarsawy

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