Mohamed S Spiro Email and Phone Number

BASF change manager

• Shift leader, Responsibilities:• Leading group of six to twelve agents to maintain day to day operation,• Effectively handling level one of escalation, • Responsible of meeting team goals, • Responsible of handling conflict issues, • Responsible of providing solutions to customers,• Responsible of coaching new agents, • Responsible of delivering daily reports to my managers• Customer technical support engineer, Incident management and level two technical support• Troubleshooting leased lines (Frame Relay and ATM connections), ISDN, Metro Ethernet and DSL connections all over the world for more than 100 customers• Co- operating with PTTs all over the world to deliver services to customers upon ITIL recommendations• Raising incidents in an incident management system (Clarify) and escalating urgent issues.

• Technical support of internal system• Training employees on GPRS• Help desk engineer• Open sites in new cities• Responsible of training sales employees on using PDAs, also troubleshooting PDAs hardware and software and tools that controls and monitor the use of GPRS on PDAs