Kirollos Wageeh Email & Phone Number

Cairo, Egypt

Cairo, Egypt

- Managing cases, requests and enhancements using online tools \ calls and processes- Ensuring that client systems are fully operational, and any loss of service is restored in a timely and efficient manner- Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times- Problem determination, workaround resolution, root cause analysis, major incident management- Deployment of service releases, patches, requests… Show more - Managing cases, requests and enhancements using online tools \ calls and processes- Ensuring that client systems are fully operational, and any loss of service is restored in a timely and efficient manner- Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times- Problem determination, workaround resolution, root cause analysis, major incident management- Deployment of service releases, patches, requests and customizations- Create productive relationships with and between key stakeholders- Ensure that solution and application support documentation is maintained to the highest quality and accuracy.- Responsible for responding to application support escalations which involve troubleshooting moderate technical issues and resolving data/configuration issues. - Collaborate with multiple internal teams across disparate groups to resolve client support escalations. - Support internal customers in any day-to-day activities. - Collaborate with Product Management and Engineering to review software enhancements and provide design feedback. - Monitor and manage a large number of critical service delivery systems. - Participate in, or directly work on any additional projects, assignments, or initiatives assigned by management. - Provide after-hours and on-call support for client service delivery. Show less

Cairo Governorate, Egypt

- Responsible for procurement, installation and life-cycle maintenance of IT hardware and software(includes PCs, peripherals, servers, networking equipment, operating systems and other software within the data center.- Responsible for monitoring of the Data Center UPS and following up with the UPS maintenance team for support.- Responsible for monitoring of the Data Center Ventilation System and following up with Ericsson’s Emerson Liberty maintenance team for support.-… Show more - Responsible for procurement, installation and life-cycle maintenance of IT hardware and software(includes PCs, peripherals, servers, networking equipment, operating systems and other software within the data center.- Responsible for monitoring of the Data Center UPS and following up with the UPS maintenance team for support.- Responsible for monitoring of the Data Center Ventilation System and following up with Ericsson’s Emerson Liberty maintenance team for support.- Responsible for monitoring data backups of our Virtual and Physical Machines to ensure that they are completed on a regular basis.- Responsible for the monitoring and the maintenance of our backup solution “EMC’s NetWorker” and following up with EMC for any problems that needs their support.- Responsible for the maintenance and monitoring of our NAS Storage “VNX 5300” also our “EMC Data Domain”.- Management of our storage and Shared folders using “EMC’s Unisphere”.- Ensuring that the “EMC VBA”, “EMC EBR”, “EMC NetWorker”, “EMC DDVE” and the vCenter are all synced together and synced with our AD.- Checking all the Data Center’s Hardware “Blade Servers, Tower Servers, Switches, Routers, Access Points, Wireless Controllers, Cables & Storage Racks” and making sure that everything is functioning normally, else I refer to the responsible teams.- Performing any other duties requested by the Direct Manager. Show less

Cairo Governorate, Egypt

- Responsible for procurement, installation and life-cycle maintenance of IT hardware and software(includes PCs, peripherals, servers, networking equipment, operating systems and other software.- Provides IT operations function to offices for the organization’s standard hardware, software andvoice/data network solutions.- Monitoring System Center Configuration Manager (SCCM) to check the employees’ requests.- Monitoring and using of System Center Service Manager (SCSM) to… Show more - Responsible for procurement, installation and life-cycle maintenance of IT hardware and software(includes PCs, peripherals, servers, networking equipment, operating systems and other software.- Provides IT operations function to offices for the organization’s standard hardware, software andvoice/data network solutions.- Monitoring System Center Configuration Manager (SCCM) to check the employees’ requests.- Monitoring and using of System Center Service Manager (SCSM) to solve and help our employees.- Performs local administration and operations functions as appropriate in accordance with standards, policies and procedures.- Responsible for local inventory maintenance and software license management- Provides new staff with PC/account setup and orientation.- Provides escalated technical support that requires an on-site presence (server, NAS, network or PC equipment failure), including data backup recovery. Performs complex software/hardware troubleshooting, patches and re-installations in cooperation with the Enterprise Helpdesk and in accordance with established SLAs. Show less

Cairo, Egypt

- Handling Domain, Mails, Hosting, Family, Option Pack and IPTV services which are supported by second level support team.- Using all second level support team advanced troubleshooting and diagnoses tools.- Adapting to changing priorities, meet deadlines and work well under pressure.- Staying current with new information technology, equipment, programs, and services in order to effectively and efficiently serve the work.- Sharing previous experience in the Second Level Support… Show more - Handling Domain, Mails, Hosting, Family, Option Pack and IPTV services which are supported by second level support team.- Using all second level support team advanced troubleshooting and diagnoses tools.- Adapting to changing priorities, meet deadlines and work well under pressure.- Staying current with new information technology, equipment, programs, and services in order to effectively and efficiently serve the work.- Sharing previous experience in the Second Level Support Inbound team.- Having the ability to learn from and add to the second level support team large knowledge base.- Effectively using oral and written communication skills to convey ideas to others in a clear and informative manner.- Establishing and maintaining effective working relationships.- Having an expert level in the contact center first level support team.- Performing any other duties requested by the Direct Manager. Show less

Cairo, Egypt

- Ensuring action notes are input onto database before call end.- Following correct procedure for escalating calls to the team leaders.- To ensure correct Systems action, up-to-date and relevant.- Keep attendance/time exemplary. - Handling internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards. - Resolving customer complaints and problems and to escalate issues to… Show more - Ensuring action notes are input onto database before call end.- Following correct procedure for escalating calls to the team leaders.- To ensure correct Systems action, up-to-date and relevant.- Keep attendance/time exemplary. - Handling internal and external customer inquiries on the telephone providing accurate and pertinent information according to the contact center guidelines and quality standards. - Resolving customer complaints and problems and to escalate issues to appropriate persons/teams whenever needed. - Being prompt for work and back from breaks. - Adhering CCC rules.- Interpreting the needs of the customers effectively, maintain and enhance standards of quality for the services offered. - Building a customer relationship, which adds value to the customer leading to a long term profitable relationship. - Showing a broad knowledge and services and their competitive advantages. - Following the appropriate guidelines and procedures for any given situation. - Making recommendations of alternate solutions if customer expectations cannot be met.- Achieving first call resolution (FCR).- Managing call flow in conjunction with navigating screens. Show less

Cairo, Egypt

- Signing Maintenance Offers provided by our company for the maintenance of some schools and factories.- Signing ADSL contracts with customers as a Reseller for TEData.- Setting up and installing new computers, updating old computer’s hardware, changing damaged parts and maintaining the computer.- Good usage of Windows commands, Installing new Windows and important software and maintaining the entire system.- Backup of Customer’s Data to insure that it’s not lost or in case of a… Show more - Signing Maintenance Offers provided by our company for the maintenance of some schools and factories.- Signing ADSL contracts with customers as a Reseller for TEData.- Setting up and installing new computers, updating old computer’s hardware, changing damaged parts and maintaining the computer.- Good usage of Windows commands, Installing new Windows and important software and maintaining the entire system.- Backup of Customer’s Data to insure that it’s not lost or in case of a serious system damage.- Installing and setting up routers, switches & network cables and insuring a working centralized data sharing system.- Maintaining the shared Scanners and Printers.- Maintaining the ADSL problems related to our customers.- Performing any other duties requested by the Direct Manager. . Show less

High School

Bachelor’S Degree, Management Information Systems, Very Good

Grades: - 1st Year Grade: Good - 2nd Year Grade: Very Good - 3rd Year Grade: Very Good - 4th Year Grade: Very Good - Graduation Project.