
Farid Medhat El Ghatwary
Contact center agent at cib
Faisal, Giza, EgyptWork Experience
Senior IT service deskFull Time
Kyndryl
Sep 2021 - Present -3 yrs, 10 months
Egypt , Giza
- Job Details:-Providing L1 & L1.5 support to clients and other team members. -Handling critical outages, Major issues and changes with different departments of the company. -Analyzing data samples of the operation to determine performance and new additions. -Quality analysis of team's performance on call, emails and self-service. -Handling VIP cases and Escalations. -Supporting the new joiners and training when needed. -Managed to be available 24 hours as a backup whenever needed.
IT - Service DeskFull Time
IBM
Jul 2019 - Present -6 yrs
Egypt , Giza
- Job Details:-Responsible for providing 24*7 Remote Technical support through problem determination and identifications as Level of support via different channels (Calls and Emails). -Technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. -Partner with computer operators to help clients effectively deal with problems related to the operations environment.
Education
BS in Computer Science
Misr University for Science and Technology (MUST)Jan 2014 - Jan 2018 - 4 yr
High School - Thanaweya Amma
Hossam el deenJan 2014
Achievements
Data analyst nano degree from udacity.
Languages
Arabic
FluentEnglish
AdvancedFrench
IntermediateGerman
BeginnerSpanish
Beginner