Basic Info

Marwa Elkeshawy

9 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 operations (HTC, Lenovo, Motorola, Sony & Wiko)
SUP ASP Technical Support for HTC (Lebanon, Jordan, Algeria, Sudan, Palestine & Mauritius)
1.1- Providing technical training including procedures documentation & relevant reports.
1.2- Practical Technical training for new hired & new models.
1.3- interact with vendors to provide and process information in response to inquiries, concerns, and requests about products and services.
1.4- Kickoff technical preparations for new products, new brands, new repair tools, new repair techniques.
1.5 -Contact with the vendor in technical escalations and service operations.

2- Manage maintenance operations (5 Branches)
2.1- providing technical training support.
2.2- Auditing ESD service centers.
2.3- follow standard process & procedures.
2.4- optimize technical stuff performance.
2.5- Diagnose and solve technical hardware & software.

3- Manage Quality control operations
3.1- Review the process of the quality control team.
3.2- organize the RR cases and analyze the reasons of RR.
3.3- finished cases calculation per engineers.
3.4-Manage random qualification reports to all repaired phones.

4- Handle major customer complaint
4.1-Escalating technical issues to vendor.
4.2- Handling NTRA visits.
4.3- Write the customer fault report to the customer or explain the misunderstanding for the customer.


Company Details

Jovitronix

6th of October, Egypt

101-500 employees

Engineering Services, Telecommunications, Information Technology Services

www.jovitronix.com

May 2014 to present (3 years 2 months)
Technical Team leader & Assistant service Manager at Delta Communication

Experience Details

Technical Team leader & Assistant service Manager

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

Experienced (Non-Manager)

1- Technical operations (Huawei, LG, Motorola & BlackBerry)
1.1- Set up and implement technical training.
1.2- Implementing Technical Audits, maintenance and periodic audits.
1.3- Ordering technical needed tools for labs and ESD setup.
1.4- Continues to develop technical knowledge by attending training and monitoring activities.

2- Service operations
2.1- Monthly financial settlement and compensations reviewing with the Vendor
2.2- Set engineers, QC & warehouse KPI’s
2.3- weekly reporting to the vendor with the repair center work flow as well as other KPI’s (RR, TAT, ….., etc.)
2.4- Create OBF & DOA sheets and forward to all vendor
2.5- Manage daily process




3- Manage the financial operations
3.1- arrange total number of work orders per month
3.2- review total number of out of warranty work orders and the total profit of it
3.3- revise weekly repair report of the in warranty work orders to review it and send to vendor
3.4- Calculate the total taxes per month
3.5- organize the inventory process on ware house per month

4- Handle ware house operations
4.1- Spare parts ordering based on the usage
4.2- Revise initial spare order for new released
4.3- Arrange yearly reports with the non-moving stock and orders in the next year
4.4- Arrange the used spare parts per month and send it to the vendor


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- Maintenance Center Operations (Motorola , LG & Huawei)
1.1- Repair all kinds of fault , control repair materials
1.2- Ensure daily operational duties are completed.
1.3- Supervises & performs smartphone repairs.
1.4- Manage a high volume (40 repairs/day) fast paced service.
1.5- Ensure standard operating procedures are followed by team.
1.6- Complete training as required and train new technicians

2- Handle Call Center & Customer care operations
2.1- Provide the both teams with the initial technical information to make sure how to deal with customers
2.2- organize customer urgent complaints
2.3- receive weekly reports with number of entry work orders per each brand
2.4- organize both teams how to handle the customers and get customer satisfaction


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

Maintenance Engineer (Motorola, LG & Huawei)
- Repair units according to the customer complaints and fill in the repair work order accurately.
- Feedback to the service center leader about the abnormal conditions in the process of repair .
- The maintenance of the repair equipment .
- Complete other tasks assigned by the service center leader.
- Finish the collection of the bad materials and return it to the warehouse.


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

Certifications

Certificate details

HTC certified technical engineer

Jun 2014

N/A

N/A

N/A

HTC

N/A

Certificate details

Huawei certified technical engineer

Sep 2011

N/A

N/A

N/A

Huawei

N/A

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)

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Last update 1 days ago.

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Profile Skills and Keywords

ArabicAutoCAD 2DAutoCAD 2D CourseCommunication & Electronics EngineeringConsumer ElectronicsCreativeCustomer ServiceEngineering ServicesEnglishFrenchGSMGSM & GPRS CourseHTC Certified Technical EngineerHandles StressHard WorkerHuawei Certified Technical EngineerInformation Technology ServicesInstallationInternet ResearchJunior Technical EngineerListening To MusicMaintenanceMaintenance OperationsManagementMicrosoft ExcelMicrosoft PowerPointMicrosoft WordMobile Maintenance "Hardware & Software"OrganizerProblem SolverReadingRepairRunningSenior Technical EngineerSmart PhonesSupportTechnical HeadTechnical SupportTechnical Team Leader & Assistant Service ManagerTelecommunicationsTrainingTravelling

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

French

French

: Intermediate

: Intermediate

: Beginner

: Beginner

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

smart phones

smart phones

: Expert

: Extreme - I love it!

:

More than 7 years

consumer electronics

consumer electronics

: Expert

: Extreme - I love it!

:

More than 7 years

Technical Support

Technical Support

: Expert

: High

:

5-7 years

maintenance operations

maintenance operations

: Advanced

: Extreme - I love it!

:

5-7 years

Key Skills

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

Online Presence

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