Basic Info

Marwa Mohamed

8 years

Cairo Governorate, Egypt

Bachelor's Degree

Manager

Work Experience

Technical Head at Jovitronix

Experience Details

Technical Head

Engineering - Telecom/Technology, Installation/Maintenance/Repair, Operations/Management

Experienced (Non-Manager)

1- Technical support (HTC & Lenovo)
a- Take a training on new models from the vendor (Techno care - UAE)
b- Prepare for the NPI & download the ESPL to prepare initial spare parts order
c- Create new tools order for the new model related to the model specs (Calibration tool, assembly & disassembly tool, testing tool …)
d- Download all service documents (ROM code, service manual, service advisory, training videos, …..)
e- Repair process with engineer staff
f- Customer misunderstanding and technical information
2- Technical Training (Internal & SUP ASP)
a- Internal training:
- Prepare for new models training (Hardware & software)
- Make training sessions for all staff and evaluation after training
- Train new member on all technical operations (Engineer & technical support)
b- SUP ASP training (Mauritius, Libya, Jordan, Lebanon, Tunis)
- Prepare a schedule for SUP ASP training and prepare the technical training
- Make training sessions for all new models and support them with technical materials
- Support all SUP ASP via mail with all technical information & support all in their escalations
3- Technical escalation to Regional technical support (HTC & Lenovo)
- Escalate all common issues to regional technical support for all brands
- Make analysis and collect information to prepare all data required for escalation
- Prepare physical units which have the same issue to send it to the vendors for analysis
- Publish the solution with all staff and SUP ASP

4- NTRA complaints:
- Check daily on NTRA system and reply on the complaints
- Prepare the units which need for investigation and join meeting with the NTRA Rep to close the complaints
5- Investigation & repeat return cases:
- Follow with quality control & technical support on repeat return cases
- Investigate on customer complaints & customer care receiving conditions
- Follow up on RR cases till finished with customer satisfaction
6- Caska Technical Support: (Car Navigation & DVD)
- Contact with Caska service team to support with Firmware, Spare parts, Technical support
- Maintenance for Caska Units & make training for engineer staff on Caska repair process


Company Details

Jovitronix

6th of October, Egypt

101-500 employees

Engineering Services, Telecommunications, Information Technology Services

www.jovitronix.com

May 2014 to present (2 years 7 months)
Technical engineer Head at Delta Communication

Experience Details

Technical engineer Head

Engineering - Telecom/Technology, Installation/Maintenance/Repair, Operations/Management

Experienced (Non-Manager)

1- Technical Support Motorola-BlackBerry-Huawei:
a) Download all the new software documents & Bulletins for the models from the sites of Motorola, BlackBerry & Huawei.
b) Technical Training.
c) Repair Process with the Technicians.
d) Customers misunderstanding and technical information.
e) Reports to Branch Manager.

2- Repair Units Huawei &BlackBerry; (Hardware & Software):
a) BlackBerry & Huawei Level 1,2 & 3
b) Complete all the paper works regarding the repair
c) Review the faults with Bulletins and Huawei technical support

3- Customer Fault report for the walk in customers to return the defected units from the sales points:
a) Receive the unit and check for the customer complaint.
b) Check for Customer misuse.
c) Write the Customer fault report for the customer or explain the misunderstanding for the customer.

4- Create Spare part orders (Huawei , LG)
a) Review the stock from each spare part in the main warehouse
b) Check the shortage of each spare part in all branches and the usage within 3 months ago
c) Create the spare part order according to the last 2 points
d) Place the spare part order on the Vendor site and review the stock and availability

5- New Models Spare Parts Price List for all the Brands:
a) Download the part list for the new models
b) Add the labor after transfer from $ to EGP
c) Approve from the Service Manager and finance
d) Send the new Models price list to the branches

6- Make all the uploads of the work orders weekly or monthly as every brand's system.
3-1 Huawei Claims (3per month) & LG Bulk (4 per month)
a) Receive Bulk from finance.
b) Review:
• Actions
• Dates In & Out and TAT
• Spare Parts
• Use the new form
• Customer Data
c) Upload
d) Check Errors after the upload and repair
e) Create the invoices of the labor fees and contact the companies to transfer the money with cooperation with financial departement

7- The spare parts used from new packages all Brands:
a) Receive the new spare parts & locate it by its model
b) Form for all the Models with exploded guide
c) Approve from the Service Manager
d) Complete the process with the warehouse

8 Report of the used spare parts in Warranty :
a) Add three bulks of the month on a report
b) Calculate the used spare parts in this month and create a monthly report
c) Send monthly report to the Service Manager attached with the bulk of the month




Company Details

Delta Communication

Cairo, Egypt

501-1000 employees

Engineering Services, Telecommunications, Information Technology Services

N/A

Oct 2012 to May 2014 (1 year 7 months)
Senior technical engineer at Delta Communication

Experience Details

Senior technical engineer

Engineering - Telecom/Technology, Customer Service/Support, Installation/Maintenance/Repair

Experienced (Non-Manager)

1- Technical Support Motorola-BlackBerry-Huawei:
a) Download all the new software documents & Bulletins for the models from the sites of Motorola, BlackBerry & Huawei.
b) Technical Training.
c) Repair Process with the Technicians.
d) Customers misunderstanding and technical information.
e) Reports to Branch Manager.

2- Repair Units Huawei &BlackBerry; (Hardware & Software):
a) BlackBerry & Huawei Level 1,2 & 3
b) Complete all the paper works regarding the repair
c) Review the faults with Bulletins and Huawei technical support

3- Customer Fault report for the walk in customers to return the defected units from the sales points:
a) Receive the unit and check for the customer complaint.
b) Check for Customer misuse.
c) Write the Customer fault report for the customer or explain the misunderstanding for the customer.

4- New Models Spare Parts Price List for all the Brands:
a) Download the part list for the new models
b) Add the labor after transfer from $ to EGP
c) Approve from the Service Manager and finance
d) Send the new Models price list to the branches

5- Create Spare part orders (Huawei , LG)
a) Review the stock from each spare part in the main warehouse
b) Check the shortage of each spare part in all branches and the usage within 3 months ago
c) Create the spare part order according to the last 2 points
d) Place the spare part order on the Vendor site and review the stock and availability


Company Details

Delta Communication

Cairo, Egypt

501-1000 employees

Engineering Services, Telecommunications, Information Technology Services

N/A

Apr 2010 to Sep 2012 (2 years 5 months)
Junior technical engineer at Delta Communication

Experience Details

Junior technical engineer

Engineering - Telecom/Technology, Customer Service/Support, Installation/Maintenance/Repair

Entry Level

1- Repair Units Huawei &BlackBerry; (Hardware & Software):
a) BlackBerry & Huawei Level 1,2 & 3
b) Complete all the paper works regarding the repair
c) Review the faults with Bulletins and Huawei technical support

2 Quality check for the repaired units:
a) Review the customer complaint if repaired (return to the technician in any notes)
b) Review the full operation of the phone (return to the technician in any notes)
c) Review the actions and spare parts used
d) Review the customer notes
e) Fill the Quality form and stamp


Company Details

Delta Communication

Cairo, Egypt

501-1000 employees

Engineering Services, Telecommunications, Information Technology Services

N/A

Sep 2008 to Mar 2010 (1 year 6 months)

Education

Bachelor's Degree in Communication & Electronics Engineering

Education Details

Bachelor's Degree

Communication & Electronics Engineering

Helwan University, Egypt

C / Good / 65 - 75%

N/A

Helwan University
2003 - 2008
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Safia Zaghloul Secondary School

Egypt

2003

A / Excellent / 85 -100%

N/A

Safia Zaghloul Secondary School
2003

Training and Courses

Training/Course Details

GSM & GPRS Course

Jul 2007

Jelecom (Panasonic)

N/A

Training/Course Details

AutoCAD 2D Course

May 2010

Armed Forces Institute of the computer

N/A

Training/Course Details

Training

Aug 2006

Quicktel Company

N/A

Training/Course Details

Mobile Maintenance "Hardware & software"

Jun 2014

HTC UAE

9/6/2014: Lenovo Training (Jumbo service center) 10/6/2014: 13/06/2014: HTC new models training (Techno care service center)

This profile is fresh!
Last update 5 days ago.

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Profile Skills and Keywords

AutoCAD 2DAutoCAD 2D CourseBusiness AdministrationCommunication & Electronics EngineeringCreativeCustomer ServiceEngineering ServicesEnglishGSMGSM & GPRS CourseHandles StressHard WorkerInformation Technology ServicesInstallationInternet ResearchJunior Technical EngineerListening To MusicMaintenanceManagementMarketingMicrosoft ExcelMicrosoft PowerPointMicrosoft WordMobile Maintenance "Hardware & Software"OrganizerProblem SolverReadingRepairRunningSenior Technical EngineerSupportTechnical Engineer HeadTechnical HeadTelecommunicationsTrainingTravelling

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Tools and Technologies

Microsoft Word

Microsoft Word

: Advanced

: High

:

5-7 years

Microsoft Excel

Microsoft Excel

: Advanced

: High

:

5-7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Advanced

: High

:

3-5 years

Internet Research

Internet Research

: Advanced

: High

:

More than 7 years

GSM

GSM

: Intermediate

: Medium

:

Less than 1 year

AutoCAD 2D

AutoCAD 2D

: Beginner

: Little

:

Less than 1 year

Fields of Expertise

Marketing

Marketing

: Beginner

: Little

:

Less than 1 year

Business administration

Business administration

: Beginner

: Little

:

Less than 1 year

Key Skills

Hard worker, Creative, Organizer, Problem Solver, Handles Stress

Online Presence

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