Basic Info

Mohamed Ayman

5 years

Giza Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Senior Network Administrator at Juhayna Food Industries

Experience Details

Senior Network Administrator

IT/Software Development, Customer Service/Support, Engineering - Telecom/Technology

Experienced (Non-Manager)

• Prepare for new Projects, Required Devices and negotiate with CISCO partners for devices and Specs.
• Implement and configure new CISCO devices in new sites (Core Switches, Edge Switches, Routers, Wireless Networks).
• Design and prepare Communication lines (Internet & VPN) for New Sites and negotiate with vendors to select the best suitable communication method.
• Implement and manage CISCO wireless controllers and CISCO Wi-Fi Lightweight access points.
• Daily monitoring and troubleshooting of VPN & Internet connections traffics and devices. over (PRTG Server)
• Design and supervise new Branches and factories infrastructure & passive network
• Manage, monitor and backup CISCO devices over (CISCO PRIME INFRASTRUCTURE)
• Manage WIFI network with Cisco Wi-Fi Controller and (CISCO PRIME INFRASTRUCTURE)
• Prepare periodic Status reports for network & communication lines problems & performance.


Company Details

Juhayna Food Industries

6 October City, Giza, Egypt

More than 1000 employees

FMCG

www.juhayna.com

Jul 2014 to present (2 years 5 months)
Technical Support Team Leader at Etisalat UAE Call Center

Experience Details

Technical Support Team Leader

Customer Service/Support

Manager

• Managing a team consists of 20 advisors.
• Responsible for day-to-day performance of Contact Center team and advisors to provide accurate, timely, accessible and professional service and sales.
• Working in KPI’s and preparing the individuals assessments in quarterly basis.
• Ensuring team members are having a regular quality checks and maintaining quality standards of calls.
• Ensuring that the Call Center Reports are compiled and distributed to the rest of business on daily, weekly, and monthly basis.
• Ensuring that the team members are having regular training sessions on Troubleshooting, products, services, and procedures.
• Ensuring that the working schedule is up to date and maintained for ongoing periods.
• Effective Communication skills to different managerial levels.
• Work closely with CRM (AVAYA Application), WFM, Back office, Marketing, Retail & all other departments that may have a direct influence on call Centre’s activity) in terms of troubleshooting for (ADSL, WIMAX, GPON, HFC, and 3G), promotions, offers, campaigns, customer feedback to unsure the call Centre has all the resources necessary to achieve its objectives.
• Work closely on Knowledge Bias Website & Quality Assurance to achieve customer satisfaction by feeding back and resolving customer concerns.
• Work on Call Driver Project to achieve better Service for our customers.
• Conduct training for new upcoming promotions to contact center Members
• Trainer for 2 batches to deliver the full information and the technical infrastructure technologies and troubleshooting


Company Details

Etisalat UAE Call Center (multinational)

Maadi, Cairo, Egypt

More than 1000 employees

Information Technology Services

www.etisalat.ae

Nov 2012 to Jun 2014 (1 year 7 months)
Technical Support Specialist at TEData

Experience Details

Technical Support Specialist

IT/Software Development

Entry Level

• Responsible of creating technical tickets for customer’s problems and handling orders.
• Rapidly responding to the customer
• Assisting the customer with installation and basic questions
• Responsible of providing the customer with knowledge about ADSL service.
• Escalating issues to second level support.
• Following customer problems and achieving customer satisfaction.
• Increasing businesses diversify and products.
• Having the ability to receive and handling the complaints and providing technical support to the customers


Company Details

TEData

El Mohandseen, Egypt

More than 1000 employees

Internet/E-commerce

www.tedata.net

Jul 2012 to Nov 2011 (8 months)
Customer Service Senior Agent at Raya Contact Center

Experience Details

Customer Service Senior Agent

Customer Service/Support

Entry Level

McDonald's Call Center

• Follow-up with customer’s complaints
• Follow-up with branches and branch managers for wrong delivery.
• Daily reports for top managements
• Daily reports for project manager
• Handling routes for closed areas after working hours.


Company Details

Raya Contact Center

6 October City, Giza, Egypt

More than 1000 employees

Outsourcing/Offshoring , Consumer Services

N/A

Mar 2009 to Oct 2009 (7 months)
Customer Service Agent at Raya Contact Center

Experience Details

Customer Service Agent

Customer Service/Support

Entry Level

McDonald's Call Center

• Answer all inbound calls regarding McDonald’s orders
• Follow-up orders until it reach the customer
• Updating customer information
• Creating new profile for new customers.
• 1st line support for customer’s complaints


Company Details

Raya Contact Center

6 October City, Giza, Egypt

More than 1000 employees

Consumer Services

www.rayacorp.com

Jul 2008 to Mar 2009 (8 months)

Achievements


New HQ Network implementation


Building a great team


Got a lot of experience


Education

Bachelor's Degree in Computer Science in Computer Science

Education Details

Bachelor's Degree in Computer Science

Computer Science , Network, Programming languages

high institute of computer science, Egypt

C / Good / 65 - 75%

N/A

N/A

high institute of computer science
2005 - 2010
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Quraish High School

Saudi Arabia

2003

A / Excellent / 85 -100%

N/A

Quraish High School
2003

Training and Courses

CCNA at YAT
Oct 2009

Training/Course Details

CCNA

Oct 2009

YAT

N/A

Training/Course Details

Ms SQL Server Administration

May 2015

Global Knowledge

N/A

Training/Course Details

CCNP ROUTE

Sep 2016

Global Knowledge

ROUTE

This profile is fresh!
Last update 3 days ago.

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Profile Skills and Keywords

AnalyticalArabicCCNACCNP ROUTECarsCiscoComputer NetworkingComputer ScienceComputersConsumer ServicesCustomer ServiceCustomer Service AgentCustomer Service Senior AgentE-commerceEnglishEtisalat UAE Call CenterFMCGFootballHelpdeskITInformation Technology ServicesInternetLeaderLinuxMicrosoft SQL ServerMs SQL Server AdministrationNetworkNetwork AdministrationNetworkingNetworksOffshoringOrganizerOutsourcingPresenterProblem SolverProgramming LanguagesRoutingSenior Network AdministratorSoftware DevelopmentSupportSwimmingSwitchingTechnical SupportTechnical Support SpecialistTechnical Support Team Leader

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Advanced

Tools and Technologies

Customer Service

Customer Service

: Expert

: High

:

1-3 years

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

3-5 years

Networking

Networking

: Advanced

: Extreme - I love it!

:

1-3 years

Network Administration

Network Administration

: Advanced

: Extreme - I love it!

:

1-3 years

Microsoft SQL Server

Microsoft SQL Server

: Intermediate

: Medium

:

Less than 1 year

Linux

Linux

: Beginner

: Extreme - I love it!

:

Less than 1 year

Fields of Expertise

Networks

Networks

: Expert

: Extreme - I love it!

:

1-3 years

Technical Support

Technical Support

: Expert

: Extreme - I love it!

:

3-5 years

Helpdesk

Helpdesk

: Expert

: Extreme - I love it!

:

3-5 years

Computer Networking

Computer Networking

: Expert

: Extreme - I love it!

:

1-3 years

Key Skills

Analytical, Leader, Presenter, Organizer, Problem Solver

Online Presence

    https://eg.linkedin.com/in/mohamed-ayman-mohamed-0043864bhttos://facebook.com/mo.ayman86

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