Basic Info

Marco Sami

6 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Network Engineer – AIX Remote Technical Support Specialist at IBM Egypt

Experience Details

Network Engineer – AIX Remote Technical Support Specialist

IT/Software Development

Entry Level

- Working to deliver post sale Remote Technical Software Support Services
in English, French and Arabic.
- Interacting with client and IBM functions consistently until problem
solution.
- Analyzing problems/situations, understanding problem impact on client
business.
- Applying problem solving techniques.
- Responding to client queries, providing timely resolutions to client issues.
- Maintaining highest client satisfaction.
- Maintaining positive client relationships even in severe and pressurized
situations.
- Performing problem management and end-to-end problem ownership.
- Logging all related activities for each customer query and handling client
data securely.
- Employing IBM's standard support delivery methodologies and tools.
- Performing in international software support delivery processes and
environments.
- Participating in scheduled off shift (call out)
- Participating in other internal projects and/or activities - such as
introducing new procedure or application to IBM employees and
managers.


Company Details

IBM Egypt (multinational)

Cairo, Egypt

501-1000 employees

Information Technology Services

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

Dec 2014 to present (2 years)
Customer Relations Officer at SYKES Enterprises

Experience Details

Customer Relations Officer

Customer Service/Support

Experienced (Non-Manager)

 Responsible for critical complaints that may result in a legal action against
the company.
 Making sure the customer is recovered and satisfied; using the available
resources and maintaining the cost at its lowest levels.
 Managing contact between different service members and ensuring best
solutions are being provided within the regular service levels.
 Responsible for following up on the premium services offered to
professional customers (e.g. VAIO Professional Premium Service), to make
sure the best service is offered within the shortest timeframe.
Analyzing main service and process issues, and reporting delayed cases to
SONY Europe management.
 Responsible for handling safety and product liability escalations.
Communicating the final position of each case to Sony Europe
Management.
Validating and authorizing refunds or goodwill to be offered through Tier 1
agents, within a limited budget.
Delivering training sessions - when needed – to Tier 1 Agents (Including
process clarification and updates, French law articles and Guarantee terms
& conditions).
Analyzing customer satisfaction and process complication reports and
providing feedback to SONY.
Providing training and assistance to Tier 1 agents; in case needed.


Company Details

SYKES Enterprises (multinational)

Cairo, Egypt

101-500 employees

Outsourcing/Offshoring

http://www.sykes.com/

Mar 2011 to Dec 2014 (3 years 9 months)
Technical Support Representative at SYKES Enterprises

Experience Details

Technical Support Representative

Customer Service/Support

Entry Level

 Offering technical support for Sony VAIO customers in the French market.
 Following up with customers – if needed – to ensure problems are fully
resolved and customers are satisfied.


Company Details

SYKES Enterprises (multinational)

Cairo, Egypt

101-500 employees

Outsourcing/Offshoring

http://www.sykes.com/

Mar 2010 to Mar 2011 (1 year)
Junior Translator at Galloper Translation Office

Experience Details

Junior Translator

Media/Journalism/Publishing

Entry Level

 Translating documents from/to English, French and Arabic.
 Respecting Company policies in regards to data confidentiality.
 As a student, I was working on a part-time contract.


Company Details

Galloper Translation Office

Cairo, Egypt

1-10 employees

Translation and Localization

N/A

Jul 2008 to Sep 2008 (2 months)

Achievements


 With Sykes Enterprises, I ac

Education

Bsc Of French Arts nad Literature in French Language

Education Details

Bsc Of French Arts nad Literature

French Language, Translation

Faculty of Al Alsun, Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Al Alsun, Ain Shams University
2005 - 2009
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Collège De La Salle - Daher

Egypt

2005

A / Excellent / 85 -100%

N/A

Collège De La Salle - Daher
2005

Certifications

TOEFL
Jul 2007

Certificate details

TOEFL

Jul 2007

N/A

N/A

N/A

N/A

ICDL
Aug 2007

Certificate details

ICDL

Aug 2007

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Essentials of Human Resources Management

Jan 2009

American Chamber Of Cmmerce in Egypt

N/A

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

Jobseeker photo

Profile Skills and Keywords

AIXArabicCustomer RelationsCustomer Relations OfficerCustomer ServiceCustomer-orientedEnglishEssentials Of Human Resources ManagementFootballFrenchFrench LanguageHuman Resources ManagementIBM EgyptICDLITInformation Technology ServicesInteractiveInternetInternet ResearchItalianJournalismJunior TranslatorLeaderLinuxLotus NotesMS OfficeMediaMicrosoft OfficeMicrosoft OutlookMicrosoft WindowsMoviesMusicNetwork Engineer AIX Remote Technical Support SpecialistNetwork EngineeringOffshoringOutsourcingPresenterProblem SolverPublishingReadingSYKES EnterprisesSoftware DevelopmentSpanishSupportTOEFLTechnical Support RepresentativeTranslationTranslation And LocalizationTravel

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Fluent

: Fluent

: Fluent

: Fluent

Spanish

Spanish

: Beginner

: Beginner

: Beginner

: Beginner

Italian

Italian

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Office

Microsoft Office

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

5-7 years

Lotus Notes

Lotus Notes

: Advanced

: High

:

1-3 years

Internet

Internet

: Advanced

: High

:

More than 7 years

Internet Research

Internet Research

: Advanced

: High

:

More than 7 years

AIX

AIX

: Advanced

: High

:

1-3 years

Linux

Linux

: Intermediate

: Medium

:

1-3 years

Fields of Expertise

Customer Relations

Customer Relations

: Expert

: High

:

5-7 years

MS Office

MS Office

: Expert

: Extreme - I love it!

:

More than 7 years

Translation

Translation

: Advanced

: Extreme - I love it!

:

Less than 1 year

Human Resources Management

Human Resources Management

: Intermediate

: High

:

Less than 1 year

Network Engineering

Network Engineering

: Intermediate

: High

:

1-3 years

Key Skills

Leader, Presenter, Customer-oriented, Problem Solver, Interactive

Online Presence

https://www.linkedin.com/in/marco-sami-598b3234?trk=nav_responsive_tab_profile_pic

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