Basic Info

Omar Mohamed

1 year

Cairo, Egypt

Bachelor's Degree

Entry level

Work Experience

Technical Support Engineer at Vodafone Ireland

Experience Details

Technical Support Engineer

Customer Service/Support

Experienced (Non-Manager)

• Working as a front line Technical support for identifying and resolving technical issues to end users of Irish Vodafone customers.
• Solving customers issues due to using our Vodafone app and online account.
• Guiding customers thought how to setup their APN’s also emails for outgoing/incoming services needed.
• Fixing billing issues due to incorrect bundles or charges
• Dealing with corporate & SME departments as well solving their issues and assign private APN’s for them.
• Reporting customers’ network related issues after collecting needed samples to network services team and ensuring regular follow ups for resolution.
• Escalating customer related issues to higher escalation channels after performing all the needed troubleshooting steps and ensure scheduled follow up according to the agreed service level.
• Making reports for cell sites off air and for site engineers feedback regarding the issue and the feedback for the site
• Provide follow up, occasional campaigns and call backs blended with normal inbound calls.
• Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.
• Adhering to Vodafone Ireland quality standards of providing world class customer experience.
• Use available methods and tools to develop own skills.
• Working as a 2nd line escalation for customers issues.
• Maintaining monthly and annually achievement of pre agreed KPIs


Company Details

Vodafone Ireland (multinational)

Giza, Egypt

501-1000 employees

Telecommunications

www.vodafone.ie

May 2017 to present (4 months)
International Account Advisor at Vodafone Ireland

Experience Details

International Account Advisor

Customer Service/Support

Entry Level

• Worked as a front-line agent for bill pay department dealing with Irish customers.
• Worked as Subject Matter expert on loan to support the queue when needed
• Resolving their issues where the main purpose is to facilitate and provide a Vodafone global customer service standard.
• Keeping records of customer interactions and actions taken, including
Page 3
transactions, comments, inquiries, and complaints.
• Handle and solve all inquiries, requests and complaints received via all channels available (phone, fax, e-mail and ...etc.)
• Dealing with other relative departments to insure resolving customer queries.
• Offering other packages which suit customers need also upgrading with handset.
• Making sure of customers satisfaction with all needs.
• Provide follow up, occasional campaigns and call backs blended with normal inbound calls.
• Communicate with other Customer Service sub-divisions to answer all relevant customer inquiries (e.g. Credit, Customer Support and Activation, Outbound & Save Initiatives...etc.).
• Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.
• Providing Vodafone way dealing with other employs as of Vodafone International Services.
• Use available methods and tools to develop own skills.
• Use the available tools and systems to provide the correct information to customers (applications, intranet briefings, attending trainings...etc.).
• Resolve all customer complaints, requests, and inquiries within the pre-determined SLA's.
• Escalate problems, report suspected fraud cases and provides relevant feedback to the right channels.


Company Details

Vodafone Ireland (multinational)

Giza, Egypt

501-1000 employees

Telecommunications

www.vodafone.ie

Nov 2016 to May 2017 (6 months)
Bot Operator (BotOp) (volunteer) at ICQ

Experience Details

Bot Operator (BotOp) (volunteer)

IT/Software Development

Entry Level

-Having access with bots in all rooms to take any action needed
 -Dealing with all reports from users
 -Giving operators access on rooms & leading them while admins away
 -Training new operators before they go for full operating in 4 moduels
 -Babysitting new operators until they be able to op by their own
 -Supporting Helpers at #Help room
 -Leading some sections on the community forum like mIRC xchat and
others
 -Supporting users around all rooms with any technical questions due to
commands or other stuffs
 -Helping customers that comes to #Help room
 -Supporting users regarding any questions that comes on community
forum


Company Details

ICQ

Russia

101-500 employees

Entertainment

www.icq.com

Aug 2011 to Dec 2015 (4 years 4 months)
Drive Test Engineer at Huawei Technologies Co. Ltd

Experience Details

Drive Test Engineer

Engineering - Telecom/Technology

Entry Level

• 2G Surveys (RxLvl/RxQual) – (GSM-GPRS-EDGE)
• 3G Surveys (RSCP/EcNo) – (UMTS-HSDPA-HSUPA)
• Checking Dropped and blocked calls
• Checking Cross sector and feeders
• Checking Handover failures reasons
• Missing neighbors
• Single site Verification
• Overshooting cells investigations
• Mitigation test for some sites
• Cluster test for new frequency added
• Test problems troubleshooting and customer complaints handling.


Company Details

Huawei Technologies Co. Ltd (multinational)

Giza, Egypt

More than 1000 employees

Engineering Services, Information Technology Services, Telecommunications

http://www.huawei.com/eg/

May 2015 to Sep 2015 (4 months)
Trainee at Enppi (student activity)

Experience Details

Trainee

Engineering - Telecom/Technology

Student

Summer Technical Training on Instruments & Control deliverables on Petroleum field.


Company Details

Enppi (student activity)

Cairo, Egypt

http://www.enppi.com/

Aug 2014 to Sep 2014 (1 month)
Trainee at Vinavil Egypt for Chemicals (student activity)

Experience Details

Trainee

Engineering - Telecom/Technology

Student

 Assisting the electrical engineer at maintenance of electrical &
instrumentation field, Field’s training on several motors, devices
 Assisting the maintenance manager in archive, drawings, PC’s networks
and software, and technical office works


Company Details

Vinavil Egypt for Chemicals (student activity)

Suez, Egypt

http://www.vinavil.com/eg/

Aug 2009 to Aug 2013 (4 years)

Education

BSc in Electric Engineering

Education Details

BSc

Electric Engineering

Higher Technological Institute 10th of ramadan city, Egypt

C / Good / 65 - 75%

N/A

Grade Of BSc Project is Excellent

Higher Technological Institute 10th of ramadan city
2007 - 2015
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Suez Canal private school

Egypt

2007

B / Very Good / 75 - 85%

N/A

Suez Canal private school
2007

Certifications

Certificate details

CCNA Routing & Switching

Aug 2016

N/A

http://Www.cisco.com

N/A

Cisco

N/A

Training and Courses

Training/Course Details

Mobile Package (2G/3G/4G)

Apr 2015

3 Hands Company (Authorized Training Center and partner of Huawei)

Enterprise for Mobile operators, including Mobile Communication Systems (GSM, GPRS, UMTS, HSPA, LTE, LTE Advanced).

Training/Course Details

Revit MEP

Mar 2016

CAD Masters Certification Center & Academic Partner

N/A

Training/Course Details

CCNA Routing & Switching

Jul 2016

Online

N/A

Training/Course Details

CCNA Security

Aug 2016

Online

N/A

Training/Course Details

Basics Of Linux

Aug 2016

Online

N/A

Training/Course Details

Baics of Oracle Pl/SQL

Aug 2016

Online

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveArabicBaics Of Oracle Pl/SQLBasics Of LinuxBot Operator (BotOp)CCNA Routing & SwitchingCCNA SecurityCreativeCustomer ServiceDrive Test EngineerEIGRPElectric EngineeringEngineering ServicesEnglishEntertainmentFlexibleHard WorkerHealthHuawei Technologies Co. LtdITInformation TechnologyInformation Technology (IT)Information Technology ServicesInteractiveInternational Account AdvisorLinuxMobile CommunicationMobile Package (2G/3G/4G)OSPFOrganizerProgrammingRIPReadingRevit MEPRoutingSTPSoftware DevelopmentSportsStudySupportSwitchingTechnical Support EngineerTechnologiesTelecommunicationsTraineeVodafone Ireland

Self-assesed Skills

Languages

English

English

: Fluent

: Advanced

: Fluent

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Information Technology (IT)

Information Technology (IT)

: Advanced

: Extreme - I love it!

:

Less than 1 year

EIGRP

EIGRP

: Advanced

: High

:

Less than 1 year

OSPF

OSPF

: Advanced

: High

:

Less than 1 year

RIP

RIP

: Advanced

: High

:

Less than 1 year

Linux

Linux

: Advanced

: High

:

Less than 1 year

STP

STP

: Advanced

: High

:

Less than 1 year

Routing

Routing

: Advanced

: High

:

Less than 1 year

Switching

Switching

: Advanced

: High

:

Less than 1 year

Programming

Programming

: Advanced

: High

:

Less than 1 year

Fields of Expertise

Information Technology

Information Technology

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Mobile Communication

Mobile Communication

: Intermediate

: High

:

Less than 1 year

Key Skills

Hard worker, Creative, Organizer, Flexible / Adaptive, Interactive

Online Presence

https://www.linkedin.com/in/omar-mohamed-ab886656http://www.facebook.com/Omar90Mohamed

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