Basic Info

Ahmed Fayed

4 years

6th of October, Egypt

Bachelor's Degree

Entry level

Work Experience

IT Service Desk Coordinator at IBM

Experience Details

IT Service Desk Coordinator

IT/Software Development

Entry Level

•Basic troubleshooting of desktop related applications and providing 1st level support through taking calls and handling emails received on SD mailbox.
•Acting as a Single Point Of Contact with all IT Teams (SPOC)
•Install, upgrade, support and troubleshoot windows and Microsoft Office and any other authorized desktop applications.
•Install, upgrade, support and troubleshoot for printers and scanners
•Level 1 remote support for different programs that meets business needs like Cisco jabber , Cisco any connect , MS LYNC , Symantec , Citrix , RSA . Enterprise Vault
•Responsible for resolving or escalating customer reported Incidents and Service Requests
•Follows functional escalation in case the incident resolution times exceed the agreed service levels and using the incident management and request fulfillment processes
•Comply to SD operational processes, procedures and policies to meet the SD Key Performance Indicators defined

Technical Support is provided through phone calls, emails & web chat.


Company Details

IBM (multinational)

6th of October, Egypt

More than 1000 employees

Information Technology Services, Computer Software, Computer Hardware

http://www.ibm.com/eg-en/

May 2016 to present (7 months)
Technical Support Agent at Sykes Enterprises

Experience Details

Technical Support Agent

Customer Service/Support

Entry Level

First line technical support for Sony UK customers for all Sony devices except VAIO, PlayStation and Xperia.


Company Details

Sykes Enterprises (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications, Outsourcing/Offshoring

http://www.sykes.com/

Jan 2016 to Mar 2016 (2 months)
Customer service representative and Travel Consultant at Teleperformance

Experience Details

Customer service representative and Travel Consultant

Customer Service/Support

Entry Level

Providing after sale support for Expedia Canada customers dealing with hotels, airlines and car rental companies


Company Details

Teleperformance (multinational)

Cairo, Egypt

More than 1000 employees

Telecommunications

www.teleperformance.com

Oct 2015 to Jan 2016 (3 months)
Call Center Advisor at Vodafone International Services

Experience Details

Call Center Advisor

Customer Service/Support

Entry Level

Handling belling and general inquiries for Vodafone UK customers.


Company Details

Vodafone International Services (multinational)

6th of October, Egypt

More than 1000 employees

Telecommunications

vis.vodafone.com.eg

Apr 2015 to Oct 2015 (6 months)
Internet Assessor at Lionbridge

Experience Details

Internet Assessor

Quality

Entry Level

The Rater role involves evaluating results of a web search, for appropriateness to search query input. They are required to provide their opinion of the result displayed based on a set of guidelines.


Company Details

Lionbridge (multinational)

Ireland

N/A

Internet/E-commerce

www.Lionbridge.com

May 2010 to Apr 2015 (4 years 11 months)
Search Engine Evaluator at Appen

Experience Details

Search Engine Evaluator

Quality

Entry Level

Web Search Evaluators review and evaluate internet search results based on specific search terms and provide a rating depending on the relevance of the search result to the search term. The evaluation work is done using an online automated tool.


Company Details

Appen (multinational)

Australia

N/A

Internet/E-commerce

www.appen.com

Jan 2011 to Sep 2013 (2 years 8 months)

Education

Bachelor's Degree in Archaeology

Education Details

Bachelor's Degree

Archaeology

Tanta University, Egypt

Not specified

N/A

N/A

Tanta University
2009 - 2013
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Tanta High School

Egypt

2009

A / Excellent / 85 -100%

N/A

Tanta High School
2009
This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

AnalyticalAppenArabicArchaeologyCall Center AdvisorCiscoCommunicatorComputer HardwareComputer SoftwareCustomer ServiceCustomer Service Representative And Travel ConsultantE-commerceEnglishHandles StressIBMITIT Service Desk CoordinatorInformation Technology ServicesInternetInternet AssessorInternet SearchLionbridgeMicrosoft OfficeMicrosoft OutlookMicrosoft WindowsNegotiatorOffshoringOutsourcingProblem SolverQuality AssuranceQuality ControlSearch Engine EvaluatorSharePointSoftware DevelopmentSupportSykes EnterprisesSystem AdministrationTechnical Support AgentTelecommunicationsTeleperformanceVodafone International ServicesWindows Server 2008Working And Learning Every Day

Self-assesed Skills

Languages

English

English

: Fluent

: Advanced

: Fluent

: Fluent

Arabic

Arabic

: Fluent

: Advanced

: Fluent

: Fluent

Tools and Technologies

Internet Search

Internet Search

: Expert

: Extreme - I love it!

:

3-5 years

Microsoft Outlook

Microsoft Outlook

: Advanced

: High

:

1-3 years

Microsoft Windows

Microsoft Windows

: Advanced

: Extreme - I love it!

:

3-5 years

System Administration

System Administration

: Advanced

: Extreme - I love it!

:

1-3 years

SharePoint

SharePoint

: Advanced

: Extreme - I love it!

:

1-3 years

Cisco

Cisco

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

1-3 years

Internet

Internet

: Advanced

: Extreme - I love it!

:

3-5 years

Windows Server 2008

Windows Server 2008

: Intermediate

: High

:

Less than 1 year

Fields of Expertise

Customer service

Customer service

: Advanced

: High

:

1-3 years

IT

IT

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Key Skills

Analytical, Communicator, Negotiator, Problem Solver, Handles Stress

Online Presence

https://twitter.com/d9659a1b6e1c446

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