Basic Info

Ahmed Afify

3 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Technical Support Engineer at Vodafone Egypt

Experience Details

Technical Support Engineer

IT/Software Development, Customer Service/Support

Experienced (Non-Manager)

• Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time
• Provide customer with appropriate options/right suggestion
• Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet Service and provide an end-to-end ownership to these inquiries till closure
• Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware
• Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers
• Ensure elimination of wrong transactions that leads to financial negative impact
• Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case
• Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction
• Conduct outbound calls to customer problems received from call center / corporate agents to ensure solving the customer problem according to the Service Level Agreements


Company Details

Vodafone Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.vodafone.com.eg

Dec 2014 to present (2 years)
Technical Support Engineer at Etisalat

Experience Details

Technical Support Engineer

IT/Software Development

Experienced (Non-Manager)

• Troubleshoot technical queries and complaints
• support broadband, GPON, Internet technology, IPTV, Domain-name, Web hosting and 3G/4G
• Identifies, diagnoses, and resolves network problems
• Appropriately log and escalate unresolved complaints / queries to supervisors/designated authority and follow-up if necessary
• Handling customer in professional way and provide them with all accurate technical instruction


Company Details

Etisalat (multinational)

Cairo, Egypt

More then 1000 employees

Telecommunications

http://www.etisalat.ae/

Jun 2014 to Oct 2014 (4 months)
Technical Support Engineer at Spinneys Egypt

Experience Details

Technical Support Engineer

IT/Software Development

Experienced (Non-Manager)

• installing and configuring computer hardware operating systems and applications;
• monitoring and maintaining computer systems and networks;
• talking staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
• troubleshooting system and network problems and diagnosing and solving hardware/software faults;
• replacing parts as required;
• providing support, including procedural documentation and relevant reports


Company Details

Spinneys Egypt (multinational)

Cairo, Egypt

More than 1000 employees

Food and Beverage Production, Retail

http://www.spinneys.com/Egypt/Default.aspx?pageid=2526

Jan 2013 to Jun 2014 (1 year 5 months)

Achievements


achievements passed microsoft certified solution associate


achievements in information technology help desk it specialist technical support



Top Performance , Best Agent , Top Net Promoter Score BEST KPIS

Education

B.A Management Information Systems in IT

Education Details

B.A Management Information Systems

IT

Al-Alsun Higher Institute, Egypt

C / Good / 65 - 75%

Management Information Systems

N/A

Al-Alsun Higher Institute
2007 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Ahmed Orabi

Egypt

2007

B / Very Good / 75 - 85%

N/A

Ahmed Orabi
2007

Certifications

Certificate details

MCSE Server Infrastructure

Nov 2014

N/A

N/A

N/A

N/A

MCSA OFFICE 365
Nov 2014

Certificate details

MCSA OFFICE 365

Nov 2014

N/A

N/A

N/A

N/A

Certificate details

MCSA Server 2012

Jan 2013

N/A

N/A

N/A

N/A

MCITP
Jan 2013

Certificate details

MCITP

Jan 2013

N/A

N/A

N/A

N/A

MCTS
Jan 2013

Certificate details

MCTS

Jan 2013

N/A

N/A

N/A

N/A

MCP
Jan 2013

Certificate details

MCP

Jan 2013

N/A

N/A

N/A

N/A

MCSE Messaging
Nov 2014

Certificate details

MCSE Messaging

Nov 2014

N/A

N/A

N/A

N/A

Certificate details

MCSE Desktop Infrastructure

Dec 2014

N/A

N/A

N/A

N/A

Certificate details

MCSE Private Cloud

Dec 2014

N/A

N/A

N/A

N/A

Certificate details

Brocade Certified vRouter Engineer

Dec 2014

N/A

N/A

N/A

N/A

ICDL
May 2011

Certificate details

ICDL

May 2011

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

MCSE Server Infrastructure

Jun 2014

Yat Learning

N/A

Training/Course Details

MCSA Server 2012

Jan 2014

Yat Learning

N/A

Training/Course Details

MCITP

Jun 2012

ITeShare

N/A

MCTS at ITeShare
Jan 2012

Training/Course Details

MCTS

Jan 2012

ITeShare

N/A

Training/Course Details

ICDL

Jan 2011

MisrLearn

N/A

This profile is fresh!
Last update 8 days ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveArabicBrocade Certified VRouter EngineerComputer HardwareCustomer ServiceDrag RacingDriftDrivingEnglishEnglish MoviesEnglish MusicEntrepreneurEtisalatFlexibleFood And Beverage ProductionHandles StressICDLITInformation SystemsInternational Computer Driving Licence (ICDL)LearningMCITPMCPMCSA OFFICE 365MCSA Server 2012MCSE Desktop InfrastructureMCSE MessagingMCSE Private CloudMCSE Server InfrastructureMCTSMicrosoft Certified IT Professional (MCITP)Microsoft Certified IT Professional Enterprise Desktop Administrator Windows 7Microsoft Certified Solutions Associate (MCSA) Windows Server 2012Microsoft Certified Solutions Associate (Mcsa) Windows 7Microsoft Certified Technology Specialist (MCTS)Microsoft Certified Technology Specialist Windows 7 ConfigurationNetworksPlannerRetailSoftware DevelopmentSpinneys EgyptSportsSupportSupportiveTechnical Support EngineerTechnologyTelecommunicationsVodafone Egypt

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

MCSE Server Infrastructure

MCSE Server Infrastructure

: Expert

: Extreme - I love it!

:

Less than 1 year

Microsoft Certified Solutions Associate (MCSA) Windows Server 2012

Microsoft Certified Solutions Associate (MCSA) Windows Server 2012

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Certified IT Professional Enterprise Desktop Administrator Windows 7

Microsoft Certified IT Professional Enterprise Desktop Administrator Windows 7

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Certified IT Professional (MCITP)

Microsoft Certified IT Professional (MCITP)

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Certified Solutions Associate (Mcsa) Windows 7

Microsoft Certified Solutions Associate (Mcsa) Windows 7

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Certified Technology Specialist Windows 7 Configuration

Microsoft Certified Technology Specialist Windows 7 Configuration

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Certified Technology Specialist (MCTS)

Microsoft Certified Technology Specialist (MCTS)

: Expert

: Extreme - I love it!

:

1-3 years

International Computer Driving Licence (ICDL)

International Computer Driving Licence (ICDL)

: Expert

: Extreme - I love it!

:

1-3 years

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

1-3 years

Networks

Networks

: Expert

: Extreme - I love it!

:

1-3 years

Information systems

Information systems

: Expert

: Extreme - I love it!

:

1-3 years

Computer Hardware

Computer Hardware

: Expert

: Extreme - I love it!

:

1-3 years

Technical Support Engineer

Technical Support Engineer

: Expert

: Extreme - I love it!

:

1-3 years

Key Skills

Planner, Flexible / Adaptive, Handles Stress, Entrepreneur, Supportive

Online Presence

https://www.linkedin.com/nhome/https://www.facebook.com/www.twitter.com/3fifewww.engahmedafify.comwww.engahmedafify.blog.com

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