Basic Info

Naglaa Sayed

9 years

Giza, Egypt

Bachelor's Degree

Experienced

Work Experience

Technical Support Specialist at RMGS

Experience Details

Technical Support Specialist

IT/Software Development, Customer Service/Support

Experienced (Non-Manager)

Act as Tier 2 support for EPM live Application by Upland, Cloud based Project Management application developed on MS-Sharepoint .
Processed and resolved support cases, and maintained operational effectiveness throughout the lifecycle of clients’ implementation programs.
Efficiently coordinated and assisted professional services team for customer customizations.
Identified and prioritized defects and product improvement requests.


Company Details

RMGS

Cairo, Egypt

51-100 employees

Outsourcing/Offshoring

RMGS.CO

Aug 2015 to Sep 2016 (1 year 1 month)
Enterprise Sr. Project and Problem Management Engineer at Vodafone Egypt

Experience Details

Enterprise Sr. Project and Problem Management Engineer

Customer Service/Support, IT/Software Development

Experienced (Non-Manager)

Acts as Tier 3 support, Implementing large-scale applications on Enterprise PCs and Mobile Computing using MS-SCCM and alternative solutions for seamless and non-interactive installations. Testing new releases of Windows O.S. and Upgrading MS Office to 2013.
Troubleshoot and Investigate Enterprise PC, Mobile computing and Printing Services from problem identification, through root cause analysis, to the completion of associated remediation tasks including raising issues with Microsoft and other vendors. Testing and installing Windows and Office service packs and cumulative updates.
o Manage process improvement and documentation.
o Collating usage statistics in enterprise Desktops and Mobile Computing.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

501-1000 employees

Telecommunications

N/A

May 2014 to Jul 2015 (1 year 2 months)
SharePoint Administrator and Developer at Vodafone Egypt

Experience Details

SharePoint Administrator and Developer

Customer Service/Support, IT/Software Development

Experienced (Non-Manager)

Administrate, Troubleshoot and Build Sites for Vodafone Egypt Internal Employees, Vodafone Public Cloud Computing SharePoint as a Service servers and services related.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Jun 2013 to Apr 2014 (10 months)
Assets Management Engineer at Vodafone Egypt

Experience Details

Assets Management Engineer

Customer Service/Support, IT/Software Development

Experienced (Non-Manager)

Manage and Audit enterprise Desktops and Laptops, Microsoft Licenses as a Company Assets, Programs Life cycle, Manage Agreements contracts with external Vendors.


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

N/A

Nov 2011 to May 2012 (6 months)
Desktop Technical Support Engineer at Vodafone Egypt

Experience Details

Desktop Technical Support Engineer

Customer Service/Support

Entry Level

Acts as Tier 2 support, Implementing large-scale applications On Enterprise PCs and Mobile Computing using MS-SCCM or alternative solutions for seamless and non-interactive installations Investigate Enterprise PC, Mobile computing and Printing Services from problem identification, through root cause analysis, to the completion of associated remediation tasks.


Company Details

Vodafone Egypt (multinational)

Egypt

N/A

Telecommunications

N/A

Feb 2009 to Oct 2011 (2 years 8 months)
Call Center International Account Seniro Advisor at Vodafone Egypt

Experience Details

Call Center International Account Seniro Advisor

Customer Service/Support

Entry Level

Act as front line interface for Vodafone Australia customers, facilitate and provides technical solution for mobile broadband and Blackberry Services.


Company Details

Vodafone Egypt (multinational)

Egypt

N/A

Telecommunications

N/A

Oct 2007 to Jan 2009 (1 year 3 months)
Call Center International Account Advisor at Vodafone Egypt

Experience Details

Call Center International Account Advisor

Customer Service/Support

Entry Level

Act as front line interface for Vodafone Australia Customers, facilitate and provides technical service for Multimedia and Mobile Internet phones.


Company Details

Vodafone Egypt (multinational)

Giza, Egypt

More than 1000 employees

Telecommunications

N/A

Dec 2006 to Sep 2007 (9 months)

Achievements


PROJECTS  Upland service migration to Versata after EPM Live acquisition including the knowledge transfer and documentation.  Implementing Real Time Monitoring Tool for SharePoint Servers and services to minimize daily efforts.  Managing several cross functional projects at Vodafone International Services Call Center Creation and Expansion projects.  Vodafone International Services Call Center ISO 27001 Certificate in year 2011.  Upgrading Vodafone Egypt Enterprise Desktops machines O.S / Applications. (Windows XP Sp3 till Window 7, testing Windows 8 , MS Office 2003 till MS Office 2013}  Handling All Vodafone International Services, Service Level agreements with Technology IT Operations team.

Education

Bachelor's Degree in Electronics and Communication Engineer

Education Details

Bachelor's Degree

Electronics and Communication Engineer

Al-Shorouk Academy, Egypt

C / Good / 65 - 75%

N/A

N/A

Al-Shorouk Academy
2000 - 2005
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Nusiba Bent Kaab

Oman

2000

A / Excellent / 85 -100%

N/A

Nusiba Bent Kaab
2000

Certifications

Certificate details

Digital Marketing Diploma

Dec 2016

N/A

N/A

N/A

E-Marketing Egypt

N/A

Training and Courses

Training/Course Details

Leadership Skills for Managers

May 2015

Dale Carnegie

N/A

Training/Course Details

COBIT 5 Framework

May 2015

Vodafone Egypt

N/A

Training/Course Details

Delf A2

Feb 2018

Institut Francais Egypte

In Progress

Jobseeker photo

Profile Skills and Keywords

ArabicAssets Management EngineerBMC RemedyCOBIT 5 FrameworkCall Center International Account AdvisorCall Center International Account Seniro AdvisorCommunicatorCustomer CareCustomer ServiceCustomer-orientedCyclingDelf A2Desktop Technical Support EngineerDetails-orientedDigital Marketing DiplomaElectronics And Communication EngineerEnglishEnterprise Sr. Project And Problem Management EngineerFrenchITLeadership Skills For ManagersMicrosoft WindowsOffshoringOperational ManagmentOutsourcingPowershellProblem SolverReporting And MonitoringSharePointSharePoint Administrator And DeveloperSoftware DevelopmentSupportSupportiveSwimmingTechnical AnalystTechnical Support SpecialistTelecommunicationsTroubleshootingVodafone EgyptWindows Server 2008

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Windows

Microsoft Windows

: Expert

: Medium

:

3-5 years

SharePoint

SharePoint

: Advanced

: Extreme - I love it!

:

1-3 years

Windows Server 2008

Windows Server 2008

: Intermediate

: High

:

3-5 years

BMC Remedy

BMC Remedy

: Intermediate

: Medium

:

More than 7 years

powershell

powershell

: Intermediate

: Extreme - I love it!

:

5-7 years

Fields of Expertise

Troubleshooting

Troubleshooting

: Expert

: Extreme - I love it!

:

5-7 years

Reporting and Monitoring

Reporting and Monitoring

: Expert

: High

:

5-7 years

Technical Analyst

Technical Analyst

: Advanced

: Extreme - I love it!

:

3-5 years

Customer Care

Customer Care

: Advanced

: High

:

1-3 years

Operational Managment

Operational Managment

: Advanced

: High

:

5-7 years

Key Skills

Communicator, Customer-oriented, Problem Solver, Details-oriented, Supportive

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