Bahaa Adel Email and Phone Number

- Working on SDWAN solution. - Owns the chronic and complex problems/Incidents. - Highlight the single point of failures and potential issues that might affect the customer to the customer's account team. - Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs. - Provide updates as needed to the customer to meet performance objectives. - Ensure cases are allocated to the most appropriate ‘next step’ as part of the case flow process. - Perform technical escalations in line with company procedures according to the agreed SLAs. - Monitor systems, customer network security and products and deal with alerts and events as appropriate. - Define and refer issues to correct/relevant entities. - Document all troubleshooting, and a case management actions via the electronic case management system. - Conduct initial diagnostics and undertake basic fault diagnostics to resolve where possible.

- Worked in TALABAT Account supporting the gulf countries (UAE, KSA, Kuwait, Bahrain, Qatar, and Egypt). - My role was to maintain the team figures to achieve the desired requirements set by the client,. - Run the daily, weekly, and monthly reports such as the Service Level, AHT, FCR, NPS and quality figures. - Keep All team members updated with their figures to know where they are from their targets. - Set weekly and monthly meetings with all the team members to discuss the actual progress and next period’s projection. - Attends a weekly meeting with the higher management along with a representative from the client’s side to discuss the actual and forecasted figures and any new updates in the Knowledge base.

- Responsible for controlling all employees in the work premises, preventing any kind of floor violations. - Facilitates the employee’s workday, controlling their breaks and providing them with their daily figures (AHT, NPS and quality figures). - Responsible for dealing with other external departments like (Work force team, facility, and IT team). - Providing the higher management with daily, weekly, and monthly reports for keeping track of the employee’s performance. - Monitoring agent’s performance and coaching them whenever needed.

▪ Deals with inquiries independently taking ownership for Customer’s inquiry until a satisfactory outcome has been reached for the customer.▪ Identifies the nature of customer’s inquiry and offers him all possible help in quickest possible time.▪ Handles customer inquiries from beginning of the inquiry to its closing▪ Resolves customer complaints & problems aiming for customer satisfaction.▪ Maintains confidentiality of RCC’s client’s & customer data.▪ Adheres to RCC (RAYA contact center) policies & procedures.

- During My military period, I had the ability to deal with windows server 2012 active directory. - Creating users and accounts.- Resetting passwords or change them for current running accounts. - Spot IP issues and conflicts on workstations. - Provide technical assistance and support for incoming Queries and issues related to computer systems, software, and hardware. - Maintain the daily performance of computer systems. - Resolve technical problems with Local Area networks (LAN), Wide Area networks (WAN), and other systems.