Mohamed Khaled Email & Phone Number

Alexandria Governorate, Egypt

• Device Management: Conduct daily serial matching between devices, ensuring seamless integration between physical acceptance and system records.• Communication & Coordination: Streamline communication by efficiently reading and routing incoming mail, and coordinating efforts between branches and departments.• Technical Issue Resolution: Lead investigations into new technical challenges, identifying and implementing effective solutions.• Case Management: Oversee and expedite the resolution of all pending cases, ensuring timely follow-ups and customer satisfaction.• Administrative Oversight: Monitor and manage administrative tasks, including inventory control, Customer Premises Equipment (CPE) management, and branch requirements.• Complaint Handling: Serve as the primary point of contact for handling and resolving incoming complaints, maintaining high levels of customer service.• Report Creation: Develop and maintain comprehensive reports, including Queue, Shift, and Agent performance reports, to support operational transparency and decision-making.• Performance Management: Prepare appraisals and coordinate Performance Development Reviews (PDRs), providing valuable feedback to supervisors.• Team Leadership & Coaching: Manage agent swaps and permissions, coach team members, and ensure they have the necessary tools and resources to perform their tasks effectively.• Quality Assurance: Retest failed CPEs before issuing refunds, ensuring quality control and customer satisfaction.• Evaluation & Training: Conduct formal documented evaluations (“Mini-PDRs”) quarterly, identifying weaknesses and recommending targeted training to enhance team performance.

Alexandria, Egypt

• ADSL & FTTH Support: Provided direct technical support for ADSL services at Customer Service Offices (CSOs) and served as a Technical Support Specialist for FTTH (Fiber to the Home) site operations.• Customer Problem Resolution: Addressed and resolved technical issues for Te-data ADSL customers, ensuring a high level of service and customer satisfaction.• Daily Operations Management: Executed daily CSO tasks related to technical issues, utilizing performance tools and established procedures to maintain service quality.• CPE Stock Management: Managed daily reports for Customer Premises Equipment (CPE) stock, ensuring accurate tracking and availability.• Device Configuration: Configured ADSL CPEs and performed various configurations, including wireless setups, to meet customer needs.• Error Analysis & Ticketing: Analyzed and identified errors, creating and updating tickets for escalations, and ensuring timely resolution of customer problems.• Beta Testing: Participated in beta testing for new CPE configuration applications, such as “motive,” to improve service delivery.• Knowledge Sharing: Developed presentations and illustrations to enhance team understanding and efficiency in handling technical issues.

Alexandria, Egypt

Team Management: - Supervise and lead the IT team, including system administrators, network engineers, and support staff. - Assign tasks and projects to team members, ensuring that objectives are met on time and within budget. - Provide training, guidance, and performance evaluations for IT staff.System and Network Management: - Oversee the maintenance, upgrade, and optimization of IT infrastructure, including servers, networks, and software. - Ensure the security, integrity, and availability of data and IT services. - Monitor system performance and troubleshoot issues to minimize downtime.Technical Support: - Provide high-level support for complex technical issues escalated from the IT helpdesk. - Ensure timely resolution of technical problems, maintaining a high level of service availability. - Implement and enforce IT policies and procedures.Project Management: - Lead IT projects from conception to completion, including planning, resource allocation, and execution. - Collaborate with other departments to identify and address their IT needs. - Manage the deployment of new technologies and systems.Vendor Management: - Negotiate with vendors and manage contracts for IT products and services. - Evaluate and recommend new technologies and tools to improve IT operations. - Ensure that vendor services meet the organization’s requirements and service level agreements (SLAs).Budget Management: - Develop and manage the IT department’s budget, including capital expenditures and operating costs. - Optimize resource allocation to ensure cost-effectiveness without compromising service quality. - Prepare reports on IT expenditures and savings.Strategic Planning: - Work with senior management to align IT initiatives with the organization’s strategic goals.

Alexandria

Cairo

Bachelor'S Degree, Computer/Information Technology Administration And Management

Activities and Societies: Computer & Information System

Education record