Basic Info

Atef Zaki

1 year

Giza Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

NSO - Network Service Operator at Orange

Experience Details

NSO - Network Service Operator

Engineering - Telecom/Technology

Experienced (Non-Manager)

Manage and implement the Triple Play Service over GPON.
 Manage Network deployment and maintenance by leading technicians to implement
the required task when needed.
 Support engineering, support, operations & commercial to maintain a high level of
customer satisfaction.
 Configure and test connectivity devices according to the setup design
 Provide troubleshooting, analysis & problem solution for critical situations. remotely
or on-site if needed
 24x7 2nd line support On Call for network emergencies reported by First line
support to fix critical problems.
 Ensure all installations and troubleshooting cases are done within the agreed service
level agreement.
 Report performance related to the agreed plans & KPIs
 Provide recommendations on alternative technical options.
 Configuring access points for local area network and Cisco switches.
 Monitoring network performance and Building data center.
 Ensure smooth and quality system/service handover from the projects by being the
main driver of acceptance testing on behalf/and with the customers.
 Prepare weekly project updates for Operations Manager including number of new
installations, troubleshooting cases, inside network issues, back end issues and the
recommended/required actions for network issues if needed.


Company Details

Orange

Cairo, Egypt

More than 1000 employees

Computer Networking

N/A

May 2016 to present (1 year 2 months)
Quality Assurance Executive ( Etisalat UAE HS Project ) at Raya Contact Center

Experience Details

Quality Assurance Executive ( Etisalat UAE HS Project )

Customer Service/Support

Experienced (Non-Manager)

Monitor Agent performance to ensure professional level of interaction with the customers and Internal Departments of Etisalat UAE Company.
- Ensure the integrity and accuracy of the data provided is reviewed in advance for reporting.
- Align with operations for new process to handle customer complaints for lower customer effort with showing staff professionalism and better customer experience.
- Ensure documenting all product knowledge/process sent updates from client side.
- Scoring all sent reports to the client from different functions (operation, Quality, Workforce, and Business Analyst) to make sure the precision of reporting.


Company Details

Raya Contact Center (multinational)

Cairo, Egypt

More than 1000 employees

Consumer Services

N/A

Feb 2015 to Apr 2016 (1 year 2 months)
Quality Assurance Executive ( Etisalat UAE HS Project ) at Raya Contact Center

Experience Details

Quality Assurance Executive ( Etisalat UAE HS Project )

Customer Service/Support

Experienced (Non-Manager)

- Monitor CSRs calls and ensure delivering effective coaching
- Made progress reports on monitored agents
- Gave recommendations and commendations on agents who give superb customer service
- Work hand in hand with team leaders to improve team’s performance
- Analyzing agent errors to improve quality performance.


Company Details

Raya Contact Center (multinational)

Cairo, Egypt

N/A

Consumer Services

N/A

Nov 2013 to Feb 2015 (1 year 3 months)
Senior Technical Support Representative at Raya Contact Center

Experience Details

Senior Technical Support Representative

Customer Service/Support

Experienced (Non-Manager)

•Supporting Internet services over different technologies ADSL,HFC,I-Wan and GPON
•Perform troubleshooting of LAN, VPN and Wireless connectivity issues and router configurations
•Supporting customers with different cultures and languages –Arabic & English- on different devices and operating systems windows / MAC
•Acting as Team player


Company Details

Raya Contact Center

Cairo, Egypt

N/A

Consumer Services

N/A

May 2012 to Nov 2013 (1 year 6 months)

Education

Bachelor's Degree in Communication and Electronics Department

Education Details

Bachelor's Degree

Communication and Electronics Department

institute of aviation engineering and technology, Egypt

C / Good / 65 - 75%

N/A

N/A

institute of aviation engineering and technology
2006 - 2011
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Amoun Private School

Egypt

2006

B / Very Good / 75 - 85%

N/A

Amoun Private School
2006

Training and Courses

Training/Course Details

Matlab Intorduction

Jul 2009

Cairo university

N/A

Training/Course Details

Microcontoller

Jan 2011

Cairo university

N/A

Training/Course Details

CCNA

Jan 2012

Telecom Egypt Training Sector

N/A

This profile is not updated!
Last update more than 4 months ago.

Jobseeker photo

Profile Skills and Keywords

AdaptiveAnalysisArabicC++CCNAChessCommunication And Electronics DepartmentComputerComputer And Network StuffComputer NetworkingConsumer ServicesCreativeCustomer ServiceCustomer SupportEnglishFlexibleFootball And SwinmingGSMHard WorkerInternetLeaderMac OSMatlabMatlab IntorductionMicrocontollerMicrocontrollersMicrosoft ExcelMicrosoft PowerPointMicrosoft WindowsNSO - Network Service OperatorNetworksPresentation SkillsQuality Assurance Executive ( Etisalat UAE HS Project )Raya Contact CenterReadingSenior Technical Support RepresentativeSupportTeam PlayerTravelling

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Tools and Technologies

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

1-3 years

Internet

Internet

: Expert

: Extreme - I love it!

:

3-5 years

CCNA

CCNA

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Excel

Microsoft Excel

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: Extreme - I love it!

:

Less than 1 year

Presentation Skills

Presentation Skills

: Advanced

: Extreme - I love it!

:

Less than 1 year

Analysis

Analysis

: Advanced

: Extreme - I love it!

:

1-3 years

Mac OS

Mac OS

: Advanced

: High

:

1-3 years

Networks

Networks

: Advanced

: Extreme - I love it!

:

1-3 years

Computer

Computer

: Advanced

: Extreme - I love it!

:

1-3 years

GSM

GSM

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Microcontrollers

Microcontrollers

: Beginner

: Medium

:

Less than 1 year

Matlab

Matlab

: Beginner

: Medium

:

Less than 1 year

C++

C++

: Beginner

: High

:

Less than 1 year

Fields of Expertise

customer support

customer support

: Expert

: Medium

:

1-3 years

Key Skills

Leader, Hard worker, Creative, Flexible / Adaptive, Team Player

Online Presence

http://www.linkedin.com/profile/view?id=267090435&trk=nav_responsive_tab_profilehttps://www.facebook.com/atef.galal.10https://twitter.com/AtefGalalZaki

Like Atef`s profile? Share it!

Get Your own Wuzzuf Profile Now !

Employer? If you're representing an organization or an enterprise, Signup here for FREE to see Atef's full profile and find more great talent and professionals to join your team.