My CV

Heliopolis, Cairo, Egypt - P.O: 11361

To me contact me press HERE

العودة الي السيرة الذاتية
Languages

Arabic - Mother Tongue

English - Fluent

French - very poor

Skills

PHOTOSHOP

FLASH

3D Max

Basic HTML

Office

Outlook

Lotus Notes

Active Directory

Image Ready

2010 - present
2010 - present
Professional info
 

An enthusiastic and dedicated professional with fair experience across all areas of computer systems and designing.   A team player who is able to work with others to achieve targets, who can address projects from conception till completion.  A proactive individual also work independently on challenges, perform and effectively under pressure.

Work experience
 
Sales-AEC- Comdex

​1997 - Summer

• Selling the brand Graphics cards, the Voodoo Bunshee Made by Creative Studious
• Demonstrating the new card capabilities over new games and programs

IT manager assistant - Matrix Media

2001 - Summer

• Designing covers of various Arabic and English movies CDs packs.
• Recording and changing movies extensions

Editor and Customer Service – Al Ahram Production

2002 - Summer

• Editing two magazines “Teatro” which is magazine that includes an Arabic play, and the other is “Scope” which is a magazine made for Arabic Movies
• Customer Service position, where I checked deformed VCD players from customers to run a check on them, and report the error and send the VCD player to the factory, and safely return them to the customer.

Cutomer Service and Cashier – Virgin Megastore

2005 - Summer

• Responsible for a cash machine that has an average daily input of 50,000 EGP
• Responsible for helping all customers in Virgin Megastore, by assisting them to find the right sales operator matching their needs, whether it was music, IT, Multimedia, or Movies.
• Reporting all various types of customer's requests to responsible manger.
• Operating with a system that connects its user to over 7 different branches of Virgin Megastore found all over the middle east

Customer Support - Summer C3 "The Wayout- Morgan" project

2007 - 2008

• Responsible for a cash machine that has an average daily input of 50,000 EGP
• Responsible for helping all customers in Virgin Megastore, by assisting them to find the right sales operator matching their needs, whether it was music, IT, Multimedia, or Movies.
• Reporting all various types of customer's requests to responsible manger.
• Operating with a system that connects its user to over 7 different branches of Virgin Megastore found all over the middle east

Orange Business Services - IT Help Desk Support Engineer/Mentor

2008 April - 2010 Ocotber

• Providing technical solutions and professional customer services for users within the company globally concerning all information systems issues
• Providing first line investigation and diagnosis for incidents and resolving minimum 55 % of the reported incidents
• Mentoring junior team members
• Resolving and closing incidents/service requests as per help desk procedures and Service Level Agreement
• Liaising with users, other IT support groups and 3rd party providers when necessary
• Cooperating with different support levels when required
• Updating information required for the team’s daily activities
• Deal with Active Directory, Lotus Notes, Outlook, and over 300 other applications on daily basis.
• Responsible on event management logging, by monitoring Orange Network and proactively support the CAS Applications such as Clarify, FILEADE, SPECTRUM, Web vision, MyServiceSpace and other CAS FR applications via server access using bigbrother tool, and VCS tool to do checks on the servers and restart some functions/servers depending on the investigations done.
• Giving training to each new comer’s wave, supervising them for a month to make sure they meet the standards.
• Responsible for the Administrative requests such as access requests specially to CAS applications.

Orange Business Services – Team Leader

2010 September - 2012 October

In addition to the normal tasks done as a support engineer and mentor, additional tasks were added
• Acting as a shift leader to manage team daily duties, and distributing tasks.
• Creating the monthly schedule for the team.
• Making sure that critical incidents abide to the incident handling policy and go through the standard procedures.
• Creating and following up RFO requests for Critical incidents that do not have a clear root cause.

Workout – Customer Service, and Brokerage Departments Director (Galleria Moon Valley)

2012 October - Present
 

 

Education
 
Misr International University

2001 - 2006

- Bachelor Degree in Computer Science 2006.
- Graduation Project "Digital Watermarking" A- Degree, Approved by Nottingham University in England.

Courses

1. ITIL Certified – Information Technology Infrastructure Library.
2. PMP – Project Management Professional
3. Unix Admin I

E-learning courses

1. Writing effective emails.
2. In your customer shoes.
3. Introduction to Cloud Computing.

Workshops:

1. Leadership.
2. Creative thinking and Problem solving.
3. Communication Skills.
4. Training of the Trainers.
5. Effective Decision Making.