Basic Info

Osama Eltaweel

1 year

Cairo Governorate, Egypt

Bachelor's Degree

Experienced

Work Experience

Technical Support Specialist at Orange Business Services

Experience Details

Technical Support Specialist

Engineering - Telecom/Technology, Customer Service/Support

Entry Level

Job Description;
 Provide technical point of contact for customers’ incidents.
 Owns the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.
 Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
 Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
 Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
 Perform and own technical management escalations in line with company procedure and case excellence policy.
 Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in details.


Company Details

Orange Business Services (multinational)

Cairo, Egypt

More than 1000 employees

Engineering Services

www.orange.com

Dec 2014 to present (2 years)
Technical Project Manager at Connect Professional Services

Experience Details

Technical Project Manager

Project/Program Management

Manager

Participate in the pre-sales phase and in the creation of project scope, resource, cost and schedule estimates.
Coordinate with all involved parties to establish the technical deliverable during the design, implementation and transition phases of the project.
Technically Understand the Scope of Work of the new project, plan Manpower & Tools.
Managing the implementation & troubleshooting of large/complex customer projects & services and takes the role of business management.
Technical front ending with the customer, roll out plans, executing and expanding or rescheduling the implementation plan and facilitating the project technical tasks to achieve the agreed plan.
Monitor project progress against the project master plan & take the corrective actions in co-ordination with the technical team to keep the agreed project plan maintained.
Responsible for ensuring the Project technical tasks Timely-Completion, Installation, Commissioning and testing the project network setup as per the acceptance test plan.
High sense of customer focus to maintain the Customer’s Trust and Satisfaction during and after the implementation.
Analyzing and identifying areas of strength as well as improvement opportunities that CONNECT-PS focus on, and generate the summary of Technical Tips & Notices out from the Project history.
Having basic knowledge of routing protocols, switching and general network architecture.
Facing & handling all levels of client management.
Advanced communication skills & to be attention to details.
Familiar with vendor services delivery model.
Adapt & handle all types of technical communication issues in projects or in the service agreements.
Work as part of a team.
Provide leadership and guidance to project staff including project engineers, partners or subcontractors.
Lead and motivate the team to deliver beyond the clients expectations.
Responsible for Project documentations & solution database


Company Details

Connect Professional Services (multinational)

Cairo, Egypt

51-100 employees

Information Technology Services

www.connectps.com/

Sep 2016 to present (3 months)

Education

Communication Engineering in Communication Engineering

Education Details

Communication Engineering

Communication Engineering

German University in Cairo (GUC), Egypt

B / Very Good / 75 - 85%

Cloud Computing, Renewable Energy systems and Spread Spectrum Communications. Communication courses like waves, microwaves, antennas and adaptive antennas

N/A

German University in Cairo (GUC)
2009 - 2014
High School - Thanaweya Amma

High School Details

Thanaweya Amma

modern school ahmed essmat

Egypt

2009

A / Excellent / 85 -100%

Graduated with overall grade of 94.5%

modern school ahmed essmat
2009

Certifications

Certificate details

CCNA Routing & Switching

Dec 2015

89% out of 100%

N/A

CSCO12916100

N/A

Certificate details

ITIL V3 Foundation

Dec 2015

90% out of 100%

N/A

N/A

N/A

CCNA Security
Jan 2016

Certificate details

CCNA Security

Jan 2016

N/A

N/A

CSCO12916100

N/A

Certificate details

Project Management Professional (PMP)

Apr 2016

N/A

N/A

(1919406)

Project Management Institute

N/A

Training and Courses

Training/Course Details

IP VPN Architecture understanding & Troubleshooting

Nov 2015

Orange Business Services

N/A

Training/Course Details

ITIL V3 Foundation

Nov 2015

Orange Business Services

N/A

Training/Course Details

Riverbed overview and troubleshooting

May 2015

Orange Business Services

N/A

Training/Course Details

C++

Sep 2014

Egyptian army Information Systems Institute (I.S.I)

N/A

Training/Course Details

Six Sigma [Yellow Belt & Green Belt]

Mar 2016

Orange Business Services

N/A

This profile is not updated!
Last update more than 2 months ago.

Jobseeker photo

Profile Skills and Keywords

ArabicBasketballC++CCNA Routing & SwitchingCCNA SecurityCommunication EngineeringConnect Professional ServicesCustomer ServiceCustomer-orientedEngineering ServicesEnglishGermanHandles StressIP VPN Architecture Understanding & TroubleshootingITIL V3 FoundationInformation Technology ServicesLeaderMatlabMicrosoft ExcelMicrosoft PowerPointMicrosoft WordNetworksOrange Business ServicesPersistentProgram ManagementProjectProject ManagementProject Management Professional (PMP)ReadingRiverbed Overview And TroubleshootingSix Sigma [Yellow Belt & Green Belt]SupportSwimmingTeam LeaderTeam PlayerTechnical Project ManagerTechnical Support Specialist

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Fluent

: Fluent

German

German

: Beginner

: Beginner

: Beginner

: Beginner

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

1-3 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

1-3 years

Matlab

Matlab

: Advanced

: Little

:

Less than 1 year

C++

C++

: Intermediate

: Little

:

Less than 1 year

Fields of Expertise

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

1-3 years

Team Leader

Team Leader

: Expert

: Extreme - I love it!

:

Less than 1 year

Networks

Networks

: Advanced

: Extreme - I love it!

:

1-3 years

Project Management

Project Management

: Beginner

: Extreme - I love it!

:

Less than 1 year

Key Skills

Leader, Customer-oriented, Persistent, Handles Stress, Team Player

Online Presence

https://www.linkedin.com/profile/view?id=AAIAABu6_XEBo1TEFUnBGrvwzty3CjwHsGWYY6g&trk=nav_responsive_tab_profile_pichttps://www.facebook.com/eng.osamaeltaweel

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