Basic Info

Mohamed Halima

4 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Team Leader at Orange Business Services

Experience Details

Team Leader

Engineering - Telecom/Technology

Experienced (Non-Manager)

Outline
SPOC for customer escalations and complaints, and proactively assuring smooth day-to-day operations.
Key responsibilities
• Coaching, instructions and guidance for team members, and early training for new joiners
• Processes enhancement and optimization
• Updating knowledgebase and make sure all members are aware of changes
• Handling customer escalations and assure swift resolution of customer incidents and complaints
• Attending regular service review meetings, and daily operations meetings with service managers and customer's heads of IT operations
• Attending meetings for major incidents to apply proactive/preventive solutions
• Review internal/external KPI reports and suggest/apply improvement plans
• Manage team relationship with migration/project/server management/field services teams
• Take the ownership of long-running/chronic incidents until resolution
• Support the implementation of IPT changes


Company Details

Orange Business Services (multinational)

Cairo, Egypt

More than 1000 employees

Computer Networking , Information Technology Services

http://www.orange-business.com/en

Mar 2017 to present (9 months)
Incident Management Specialist at Orange Business Services

Experience Details

Incident Management Specialist

Engineering - Telecom/Technology

Experienced (Non-Manager)

Outline
Service desk agent and soon became shift leader on 24/7 support model, divided to 12 hours shift.
Key responsibilities
• Provide 2nd level support for network related (WAN/LAN) incidents and 1st level for IPT (Cisco based)
• Shift leader and 1st level of escalation


Company Details

Orange Business Services (multinational)

Cairo, Egypt

More than 1000 employees

Information Technology Services, Computer Networking

http://www.orange-business.com/en

May 2015 to Feb 2017 (1 year 9 months)
Junior Network Engineer at Ibn Sina Pharma

Experience Details

Junior Network Engineer

Engineering - Telecom/Technology

Entry Level

N/A


Company Details

Ibn Sina Pharma

Cairo, Egypt

N/A

Pharmaceuticals , Transportation

http://www.ibnsina-pharma.com/

May 2014 to May 2015 (1 year)
Agent at RAYA

Experience Details

Agent

Customer Service/Support

Entry Level

Provide support for smartphones users (BB, iPhone) over phone. We received calls from Etisalat UAE subscribers, who use BB or iPhone, including English and Arabic speakers.


Company Details

RAYA

Cairo, Egypt

More then 1000 employees

Information Technology Services

N/A

Nov 2013 to Feb 2014 (3 months)

Education

Bachelor's Degree in Computer

Education Details

Bachelor's Degree

Computer, Automated control

Tanta University, Egypt

C / Good / 65 - 75%

N/A

N/A

Tanta University
2007 - 2012
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Sadek El-Rafeey

Egypt

2007

A / Excellent / 85 -100%

N/A

Sadek El-Rafeey
2007

Certifications

CCNA
Feb 2014

Certificate details

CCNA

Feb 2014

1000 out of 1000

http://www.ciscocertificates.com/verify.cfm

416864171083AQAK

Cisco

Cisco certified network associate routing and switching.

Certificate details

MCSA Windows Server 2012-R2

Nov 2014

N/A

https://mcp.microsoft.com/Anonymous//Transcript/Validate

Transcript ID (1143623), Access Code (mohamedbadawy)

Microsoft

N/A

ITIL
Jan 2015

Certificate details

ITIL

Jan 2015

37 out of 40

http://www.apmg-international.com/SCRQuery.aspx?exam=it

2000108360

APMG

Foundation for IT service management best practices.

CCNP
Oct 2016

Certificate details

CCNP

Oct 2016

900 out of 1000

N/A

N/A

Cisco

N/A

Training and Courses

MCSA at YAT
Nov 2014

Training/Course Details

MCSA

Nov 2014

YAT

N/A

Training/Course Details

ITIL

Jan 2015

Herotec

ITIL FOUNDATION V3, best practices of IT Service Management.

This profile is not updated!
Last update more than 4 months ago.

Jobseeker photo

Profile Skills and Keywords

Adobe PhotoshopAdvertisingAgentAndroidArabicAssemblyAutomated ControlC/C++CCNACCNPCCNP RouteCinemaComputerComputer NetworkingComputersCreativeCustomer ServiceCustomer Service, SupportDetails-orientedEnglishEnglish LanguageFrenchHard WorkerITILIncident Management SpecialistInformation Technology ServicesInternetJ2EEJ2SEJavaJunior Network EngineerMCSAMCSA Windows Server 2012-R2MicrocontrollersMicrosoft OfficeNetBeansNetwork TroubleshootingOrange Business ServicesPharmaceuticalsPhotographyPhotoshopPhotoshop DesignPlannerProblem SolverSQLSmart PhonesSoftware DesignSupportSwimmingTeam LeaderTransportationTravellingTypingWindows Movie MakerWindows Server 2008

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Advanced

: Fluent

: Advanced

French

French

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Typing

Typing

: Expert

: Extreme - I love it!

:

5-7 years

J2SE

J2SE

: Expert

: Extreme - I love it!

:

Less than 1 year

Internet

Internet

: Expert

: Extreme - I love it!

:

5-7 years

Windows Server 2008

Windows Server 2008

: Advanced

: High

:

Less than 1 year

CCNP Route

CCNP Route

: Advanced

: Extreme - I love it!

:

Less than 1 year

Java

Java

: Advanced

: Extreme - I love it!

:

Less than 1 year

C/C++

C/C++

: Advanced

: High

:

Less than 1 year

Assembly

Assembly

: Advanced

: High

:

Less than 1 year

CCNA

CCNA

: Advanced

: High

:

Less than 1 year

Microsoft Office

Microsoft Office

: Advanced

: High

:

3-5 years

Microcontrollers

Microcontrollers

: Advanced

: High

:

Less than 1 year

NetBeans

NetBeans

: Advanced

: Extreme - I love it!

:

1-3 years

ITIL

ITIL

: Intermediate

: Extreme - I love it!

:

Less than 1 year

SQL

SQL

: Intermediate

: Medium

:

Less than 1 year

Android

Android

: Intermediate

: Extreme - I love it!

:

Less than 1 year

Adobe Photoshop

Adobe Photoshop

: Intermediate

: Extreme - I love it!

:

3-5 years

Windows Movie Maker

Windows Movie Maker

: Intermediate

: Extreme - I love it!

:

1-3 years

J2EE

J2EE

: Beginner

: Extreme - I love it!

:

Less than 1 year

Fields of Expertise

computers

computers

: Expert

: Extreme - I love it!

:

More than 7 years

English language

English language

: Expert

: Extreme - I love it!

:

5-7 years

customer service, support

customer service, support

: Advanced

: Medium

:

Less than 1 year

photoshop design

photoshop design

: Advanced

: Extreme - I love it!

:

3-5 years

photography

photography

: Intermediate

: Extreme - I love it!

:

1-3 years

software design

software design

: Intermediate

: Extreme - I love it!

:

Less than 1 year

network troubleshooting

network troubleshooting

: Intermediate

: High

:

1-3 years

advertising

advertising

: Intermediate

: Extreme - I love it!

:

1-3 years

Key Skills

Planner, Hard worker, Creative, Problem Solver, Details-oriented

Online Presence

https://eg.linkedin.com/in/mohamedbadawyhalimahttps://www.facebook.com/m7mdbdwyhttps://twitter.com/MouhamedBadawy

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