Eslam Magdy Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Currently responsible for maintaining smooth and bug-free software operations by performing root-cause analysis for reported issues, implementing workarounds to guarantee service continuity and availability in addition to controlling quality for newly-introduced features, participating in new releases testings, updating operations-related policies and procedures and managing communications with stakeholders.As well, I'm accountable for managing the service desk function through team coaching and performance evaluating and also responsible for knowledge transfer about new system features to both the client and service desk.

United Arab Emirates

Here I was first introduced to the information technology industry where I worked as a senior support and operations executive. I was responsible for providing technical support for Dubai traffic & licensing system, maintaining service availability through monitoring operations and reporting issues and communicating solutions within the agreed service level. I was also responsible for preparing and delivering training to RTA and partners' employees about new system features and testing new releases.My biggest achievement was leading the overhaul of the help desk function through shaping a clear workflow of validating, reporting, following up, solving and communicating technical issues' solutions to the client.

United Kingdom

In my second and last year at Vodafone and due to my top performance, I was promoted to a team leader position where I led different teams with an average of 10-12 technical support executives. My leadership skills have improved as I dealt with too many personalities with different backgrounds.My biggest achievement at that year was leading my team to have ranked 2nd among 13 different teams in the 2nd quarter of 2014. I managed to achieve that by employing a set of leadership skills that included conflict resolution, active listening, emotional support, knowledge transfer and team development.

United Kingdom

At Vodafone UK, I was introduced to different cultures for the first time in my professional life. The amount of knowledge I gained was really significant. My communications skills were tremendously developed as a result of the exposure to those different cultures.My main duties were providing real-time technical support, escalating technical issues, following up on technical issues' solutions and maintaining customer satisfaction.Among 156 technical support executives, I was recognized as one of the top 10 performers in four different quarters with being number 1 performer in the 2nd and 3rd quarters of 2013.

Egypt

This is where it all began with my career in operations and customer support. at Technology K.A.R I managed to build my first network of professionals from whom I truly learnt a lot of business and life lessons.I successfully fulfilled my part of providing support to the company clients through responding to their business inquiries, raising concerns to the upper management and following up on product deliveries and solving technical problems.