Basic Info

Ahmed Hagag

6 years

Cairo, Egypt

Bachelor's Degree

Experienced

Work Experience

Bussines Technology Infrastructure- Senior Site Service Engineer at Pfizer - Egypt

Experience Details

Bussines Technology Infrastructure- Senior Site Service Engineer

IT/Software Development

Experienced (Non-Manager)

•Receive and service / fulfill users’ requests made through Visit, Phone, email and intranet.
•Act as a second line of support for incidents with the objective of restoring service as quickly as possible. This includes support to the full suite of over seventy (70+) business applications and productivity software currently in production.
•Manage standard desktop software and hardware configuration
•Ensure adherence to information security policies, standards and procedures including domain and group policies
•Maintain effective and clear communications with the users with regards to their service requests, incidents and forward schedule of change
•Escalate incidents and problems within and to external parties (vendors, suppliers, telco’s, network operators, …etc.) as necessary
•Handling Remote support using an incident management tool and following ITIL best practices methods while solving day to day incidents and fulfilling service requests
•Troubleshooting & fixing desktop / laptop OS, e-mail client, printer / scanner, print queue


Company Details

Pfizer - Egypt

Cairo, Egypt

More than 1000 employees

Medical Devices and Supplies

pfizer.com

Jun 2016 to present (1 year 6 months)
Technical Projects Support – IT Operation at Global Network Technology for IT AND Telecommunication Solution

Experience Details

Technical Projects Support – IT Operation

IT/Software Development

Manager

• Facilitate the definition of project scope, goals and deliverables
• Define project tasks and resource requirements
• Develop full scale project plans
• Assemble and coordinate project staff
• Manage project budget and resource allocation
• Plan and schedule project timelines
• Track project deliverables using appropriate tools
• Provide direction and support to project team
• Follow with Vendors (Huawei ,ZTE ,TE, MOBINIL)to achieve project value
• Present reports defining project progress, problems and solutions
• Implement and manage project changes and interventions to achieve project outputs


Company Details

Global Network Technology for IT AND Telecommunication Solution

Giza, Egypt

11-50 employees

Information Technology Services

Gntechegypt.com

Oct 2015 to Apr 2016 (6 months)
ASKZAD project Coordinator and Customer Support Manager at (Arabia Information Systems(International company ) (AskZad Project )

Experience Details

ASKZAD project Coordinator and Customer Support Manager

Operations/Management

Manager

•Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
•Oversee overall financial management, planning, systems and controls.
•Invoicing to funding sources, including calculation of completed units of service.
•Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.
•Organization of fiscal documents.
•Regular meetings with Executive Director around fiscal planning.
•Supervise and coach office manager on a weekly basis.


Company Details

(Arabia Information Systems(International company ) (AskZad Project ) (multinational)

Cairo, Egypt

501-1000 employees

Media Production

www.askzad.com

May 2015 to Sep 2015 (4 months)
Senior specialist - Data And Network -Customer support Dep at MOBINIL

Experience Details

Senior specialist - Data And Network -Customer support Dep

IT/Software Development

Experienced (Non-Manager)

-Develop and provide technical coaching to other service-desk staff
-Follow up with customers who had technical and Connection problems at their side or complain to assure that problem solved.
- Troubleshooting with Deslams, Routers and wireless networks (software-hardware) problems.
- Handle connection problems after checking with network department to assure that problem solved
- Checking complains cases & mails to assure service quality with customers”.
- Handle problems which are related to VAS “Value Added Services


Company Details

MOBINIL

Giza, Egypt

More than 1000 employees

Computer and Network Security , Information Technology Services, Internet/E-commerce

www.mobinil.com

Mar 2012 to May 2015 (3 years 2 months)
Technical Support- -Back Office Team at ( LINK DOT NET)

Experience Details

Technical Support- -Back Office Team

Customer Service/Support

Experienced (Non-Manager)

- Troubleshooting ADSL routers and problems
- Dealing with wireless networks (troubleshoot wireless network)
- Handled all technical customer problem through phone
- Respond to personnel requests for technical support
- Monitor, document and track problem to ensure a timely resolution


Company Details

( LINK DOT NET)

Cairo, Egypt

More than 1000 employees

Internet/E-commerce, Information Technology Services, Information Technology Services

www.linkdsl,com

Nov 2010 to Aug 2012 (1 year 9 months)
IT –Helpdesk leader at Helwan bb (BROKERAGE)

Experience Details

IT –Helpdesk leader

IT/Software Development

Entry Level

- Monitor all branches on network
- Planning and implementation network in &out; area
- Config cisco router-switch
- Develop and provide technical coaching to other service-desk staff.
- Provide expert and creative solutions to user problems to ensure user satisfaction and productivity.


Company Details

Helwan bb (BROKERAGE)

Cairo, Egypt

101-500 employees

Construction - Residential & Commercial/Office, Public Policy , Wholesale Trade

www.helwanbrokerage.com

Sep 2009 to Nov 2010 (1 year 2 months)
Technical support Manager at (Egyptian company FOR NETWORKS AND MULTIMEDIA

Experience Details

Technical support Manager

IT/Software Development

Experienced (Non-Manager)

- Network Management
- (Control networks)
- Troubleshooting with Deslams, Routers and wireless networks (software-hardware) problems.
- (Configure any Adsl Router).
- Dealing with wireless networks (troubleshoot wireless network)


Company Details

(Egyptian company FOR NETWORKS AND MULTIMEDIA

Egypt

51-100 employees

Information Technology Services

N/A

May 2008 to Nov 2009 (1 year 6 months)

Education

B.Sc. in Education

Education Details

B.Sc.

Education

Helwan University, Egypt

C / Good / 65 - 75%

N/A

N/A

Helwan University
2002 - 2007
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Babay Garden

Egypt

2002

A / Excellent / 85 -100%

N/A

Babay Garden
2002

Certifications

Certificate details

CISCO CERTIFIED NETWORK ASSIOATE ( CCNA

Feb 2010

900 out of 1000

N/A

N/A

NETWORKS

N/A

N +
Aug 2009

Certificate details

N +

Aug 2009

N/A

N/A

N/A

N/A

A +
Dec 2009

Certificate details

A +

Dec 2009

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

Mcsa

Apr 2011

high tech

N/A

Training/Course Details

(PMP)now

Mar 2015

self study

N/A

This profile is fresh!
Last update 1 days ago.

Jobseeker photo

Profile Skills and Keywords

(Arabia Information Systems(International Company ) (AskZad Project )(PMP)now-Techincal SupportA +ASKZAD Project Coordinator And Customer Support ManagerArabicBussines Technology Infrastructure- Senior Site Service EngineerCISCO CERTIFIED NETWORK ASSIOATE ( CCNACRMComputerComputer And Network SecurityConstruction - Residential & CommercialCreativeCustomer ServiceCustomer SupportE-commerceEducationEnglishFoot BallHandles StressITIT Help Desk)IT Helpdesk LeaderInformation Technology ServicesInternetManagementMcsaMedia ProductionMedical Devices And SuppliesMicrosoft OfficeMicrosoft WordN +OfficeOrganizerProblem SolverPublic PolicySenior Specialist - Data And Network -Customer Support DepSoftware DevelopmentSupportTeam PlayerTechnical Projects Support IT OperationTechnical Project CoordinatorTechnical Support ManagerTechnical Support)-Technical Support- -Back Office TeamWholesale Trade

Self-assesed Skills

Languages

English

English

: Advanced

: Advanced

: Advanced

: Advanced

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

Tools and Technologies

Customer Service

Customer Service

: Expert

: Extreme - I love it!

:

5-7 years

Computer

Computer

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Office

Microsoft Office

: Advanced

: High

:

5-7 years

CRM

CRM

: Advanced

: High

:

3-5 years

Microsoft Word

Microsoft Word

: Advanced

: High

:

3-5 years

Fields of Expertise

Customer Support

Customer Support

: Expert

: Extreme - I love it!

:

3-5 years

Technical support)-

Technical support)-

: Advanced

: Extreme - I love it!

:

1-3 years

Technical Project coordinator

Technical Project coordinator

: Advanced

: Extreme - I love it!

:

1-3 years

IT Help Desk)

IT Help Desk)

: Advanced

: Extreme - I love it!

:

1-3 years

Key Skills

Creative, Organizer, Problem Solver, Handles Stress, Team Player

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