Mahmoud Gamal Hamed Email & Phone Number

Egypt

Egypt

Egypt

Main tasks and responsibilities:As a Network Operations and Maintenance Engineer responsible for : • Quality audit (Acceptance) on all new installations (Devices and Transmission Links) or network expansions to meet the standards.• Transition Management on all network change actions. • T-Shooting for all TE Data's network devices "Routers (CISCO - JUNIPER - ...), Switches (CISCO - BROCADE - ...), DSLAMS (ALCATEL - HUAWEI - Zhone - ...), GPON, APs (ARUBA - ...), 3G Console and all solutions". • Handling all transmission links failures "local and international links".• Working on DWDM and SDH MUXs from Alcatel and U2000 from Huawei.• Handling all ADSL problems from TE Data network side.• Responsible for TE Data ARUBA free WI-FI project "management, monitoring and maintenance".Working with T.E at all.• Transmissions rings and MUXs devices which provide TE Data network with transmission bandwidth.• Working on all types of transmission speeds like E1 , T1 , E3, T3, STM-1 till STM-64 (10Gig) and all Transmissions cables such as UTP, Co-axial and Optical fiber cords with all kinds of fiber cords.• Configuring all static IPs request from TE Data DHCP pool for customers.

Egypt

The purpose of this job is to handle second level support outbound calls regarding all DSL technical problems, Domains, Mails, Hosting, Family Filters, Static IPs and IPTV] with maximum level of professionalism and integrity. Also to support new Services and Solution development and management processes as required.Responsibilities: (Essential Duties and Responsibilities include the following Or other duties may be assigned which are necessary for the smooth and continued operations of the unit): To make outbound calls for all customer complaints [Tickets] sent form 1st level support team before escalating cases to the responsible team and make another follow-up call after the responsible team update case. To validate all steps taking by 1st level. To report with any violation occurred from for any technical departments. To report to the responsible team for any failures occurred in TE Data network service & servers which directly effect on DSL users. To provide training to 1st level & 2nd new comers. Responsible for all OTS [outage taking system] mails sent by NOC team. To suspect global problems from tickets and escalate them to responsible team with full details. To establishing and maintain rapport with customers. To use questioning techniques to guide call. To obtain information from customers in order required. To diffuse volatile situations. To manage call flow in conjunction with navigating screens. To deliver messages effectively. To recognize challenges due to diversity, e.g. language barriers. To give full attention to customer. To confirm understanding by paraphrasing, repeating or re-framing what has been said. To keep message clear and concise. To adjust voice and style to engage a customer, e.g., pronunciation, rate, tone and word choice. To ensure reports are accurate and sufficiently detailed, e.g., document content of call. To use appropriate writing style for purpose and audience.

Egypt

ADSL Technical Support Representative:Under general supervision, in a 24/7 in-bound call center environment, Technical Support Representative provides technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.Duties and Tasks/Essential Functions:Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;Follow standard processes and procedures;Redirect problems to appropriate resource;Accurately process and record call transactions using a computer and designated tracking software;Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;Organize ideas and communicate oral messages appropriate to listeners and situations;Follow up and make scheduled call backs to customers where necessary;Stay current with system information, changes and updatesSkill and Knowledge Qualifications:Proper phone etiquette;Ability to speak and write clearly and accurately;Demonstrated proficiency in typing and grammar;Knowledge of relevant software computer applications and equipment;Knowledge of customer service principles and practices;Effective listening skills;Multi-tasking capabilities;

Cairo Governorate, Egypt

First lieutenant at Egyptian Armed Forces (Signal Corps, Information Systems Department, Information Systems Institute [ISI]):a. Network administration, maintenance and security Engineer of the ISI LAN and Intranet.b. Junior instructor at ISI (Information Systems Institute of Armed Forces):  Teach students and officers CCNA, A+, N+, basic and advanced concepts of Word, Excel, PowerPoint, … etc.c. Internal auditor of ISO 9001, ISO14001 & OHSAS 18001 systems at ISI: Internal auditor on the education process quality. Internal auditor on safety of the work environment and occupational health for all students, teachers and employees (Officers, Soldiers and Civilians) at ISI.

Cairo Governorate, Egypt

 A Technical Support Engineer at Egy Events company which is a specialist in:o Organization and management of conferences and exhibitions.o Production of multimedia, advertising and educational materials.o Websites hosting and designing.