Omar Mohamed CCNA - ITIL - PRINCE

EQX Incident Management Specialist CIOT Advisor & Incident CoordinatorFull Time

• Job Details:Worked as a first line agent for CIOT dealing with customers. Handling EQX Tech remedy tickets starting from escalating with follow up till making sure of ticket is closed and customer issue is fully resolved Set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets. Capture demand for incident resolution and service requests with all users to minimize t he negative impact of incidents by restoring normal service operation as quickly as possible. Investigating known errors by identifing workarounds to reduce the impact of common incidents and the potential causes. Prioritizing incidents to make sure the ones with highest impact are resolved first. Updating share point with agreed templates to escalate the issue in a very efficient manner way.

Technical Support AdministratorFull Time

• Job Details:• Design, develop and deliver technical training to our tech admin team. • Undertake research on behalf of the technical team on all design, planning and technical issues e.g. internet search on existing planning approvals. • Implementing new ideas to improve our tech admin team. • General secretarial duties including typing letters, memo's, reports, issue sheets and other tasks including answering the telephone, filing etc. • Escalating any global customers' impacting issue to network services team and ensure the needed follow ups based on given SLAs. • Assist the technical team in administering Section Agreements and all aspects of associated works through to adoption of highways, drainage and public open space. • Analyzing knowledge updates and changes received from original source and cascade to right team.

Learning & Development InstructorFull Time

• Job Details:• Deliver on floor Training course to agents within agreed parameters to make sure that they are competent to deliver the required services. • Design and deliver training courses internally and externally. • Deliver classroom Training. • Couching care agents on the proper way of handling a technical problem. • Design, develop and deliver technical training materials to Vodafone Ireland Technical support queue. • Create Technical training plans for inductions and ensure a logical sequence of the topics covered. • Conduct full training inductions to newly hired Technical support agents. • Ensure that all logins and system accounts are setup for all agents and escalate issues when needed. • Manage training logistics including ID issuance, credential creations, schedules and transportation.