Basic Info

Neveen AbdelMaged

3 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Escalations and incidents manager at Vodafone international services

Experience Details

Escalations and incidents manager

Customer Service/Support

Experienced (Non-Manager)

Managing high priority incidents (P1s & P2s) with the technical teams to communicate
them with the top management, also handling VIP escalations.
Supporting 5 domains with all the services and holding meetings with the customer to
maintain the business continuity.
Documenting and reviewing our process along with the 5 domains that we support.
Generating monthly and weekly reports and also quality assessment to the on-call
engineers's work out of the working hours.


Company Details

Vodafone international services (multinational)

Cairo, Egypt

N/A

Telecommunications

N/A

May 2016 to Feb 2017 (9 months)
IT Helpdesk Engineer at Vodafone International services

Experience Details

IT Helpdesk Engineer

Installation/Maintenance/Repair

Entry Level

Provide technical assistance and support for incoming queries and issues related to computer systems and software
Respond to email messages for customers seeking help
log all help desk interactions using Remedy Solution System
Redirect problems to correct resource.
I generate reports and handle escalations on behalf of my TM


Company Details

Vodafone International services (multinational)

Giza, Egypt

N/A

Telecommunications

N/A

Nov 2014 to May 2016 (1 year 6 months)
International account advisor at Vodafone international services

Experience Details

International account advisor

Customer Service/Support

Entry Level

Respond to customers over the phone and resolve their inquiries


Company Details

Vodafone international services (multinational)

Giza, Egypt

N/A

Telecommunications, Consumer Services

N/A

Jan 2014 to Sep 2014 (8 months)
Online store manager at Food corner

Experience Details

Online store manager

Administration

Manager

N/A


Company Details

Food corner

Cairo, Egypt

51-100 employees

Food and Beverage Production

N/A

Jul 2013 to Sep 2013 (2 months)

Achievements


i took the initiative to contact our second line and understand everything we need to know as support engineers about Citrix, and i trained my team how to handle any type of error/escalations received about Citrix specially that we used to support users who were not based in Egypt


Education

BSc in Information system

Education Details

BSc

Information system

Faculty of Computers and Information, Helwan University, Egypt

C / Good / 65 - 75%

N/A

N/A

Faculty of Computers and Information, Helwan University
2009 - 2014
High School - Thanaweya Amma

High School Details

Thanaweya Amma

siza el nabarawy

Egypt

2009

A / Excellent / 85 -100%

N/A

siza el nabarawy
2009

Training and Courses

Training/Course Details

Presentation skills

Sep 2015

Harvard

Harvard certified courses granted for Vodafoners

Training/Course Details

stress management

Oct 2015

Harvard

Harvard certified courses granted for Vodafoners

Training/Course Details

writing skills

Aug 2015

Harvard

Harvard certified courses granted for Vodafoners

This profile is not updated!
Last update more than 3 months ago.

Jobseeker photo

Profile Skills and Keywords

Active DirectoryAdministrationArtsBooksBusiness-orientedClassical MusicConsumer ServicesCustomer ServiceEnglishEscalations And Incidents ManagerFood And Beverage ProductionHard WorkerIT Helpdesk EngineerIncident ManagementInformation SystemInstallationInternational Account AdvisorMCSAMaintenanceMicrosoft Office ToolsMoviesOnline Store ManagerPlannerPresentation SkillsPresenterRepairSelf LearningStress ManagementSupportSupportiveSwimmingTechnical SupportTelecommunicationsTravellingVodafone International ServicesWriting Skills

Self-assesed Skills

Languages

English

English

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Microsoft Office Tools

Microsoft Office Tools

: Advanced

: High

:

5-7 years

Active Directory

Active Directory

: Intermediate

: High

:

1-3 years

MCSA

MCSA

: Beginner

: Medium

:

1-3 years

Fields of Expertise

technical support

technical support

: Expert

: Extreme - I love it!

:

1-3 years

incident management

incident management

: Advanced

: High

:

Less than 1 year

Key Skills

Planner, Business-oriented, Hard worker, Presenter, Supportive

Online Presence

https://www.linkedin.com/in/neveen-el-eraqy-1a9066124/

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