Omar Zayed Email & Phone Number

Cairo, Cairo Governorate, EG

Cairo, Egypt

• Able to interpret questions, identify problems, and propose solutions.
• Working as a point of customer contact for technical and support issues, facilitating cross-functional solutions to issues.
• Resolve and troubleshoot log sources, Parsing, Performance and tuning issues
• Deliver post-sales support and solutions to the LogRhythm customer base while serving as an advocate for customer needs.
• Resolve post-sales technical customer inquiries, as well as non-technical questions… Show more
• Resolve post-sales technical customer inquiries, as well as non-technical questions regarding the use of and troubleshooting of our software.

Egypt

• 2nd line Support for RSA Customers over EMEA&USA to ensure availability of applications as per SLA.
• Handling customer requests related to Securid product
• Troubleshoot as appropriate to achieve a satisfactory solution.
• Diagnose Security related issues for customer over different security equipment and devices.
• Owns the resolution responsibility of the reported customer incidents either solely or with the intervention of Development Teams.

Cairo

• Providing level 3 support for the customer that include vendor involvement for complex technical issues.
• Resolve service incidents by troubleshooting & solving faults reported.
• Perform service changes by assessing risk and implementing requests reported through: MSCT requests, CCS changes, ECM requests.
• Resolve service problems by performing RCA and designing action plans for unknown errors reported.
• Perform solution releases by authorizing, validating (changes, upgrades… Show more
• Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing it.

Egypt

• Troubleshooting and resolving high complexity customer faults.
• Provide next level technical support for Level 1 Specialists.
• Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process.
• Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through Problem Management Dashboard.
• Perform solution releases by authorizing, validating (changes, upgrades… Show more
• Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing them.

Egypt

• Acted as the 1st level of escalation as per the change management process guidelines.
• SPOC for the team’s main and most important customer since the 2nd Month of the hiring date.
• Initiating and attending meetings and conference calls internally with the top management of both the customer and OBS.
• Account as the representor of change management Team.
• Founded the internal process followed by the team in handling the ongoing workload cases.
• Managed and assessed required… Show more

Cairo, Egypt

• Handle queries and ensuring accurate information is given to the customer about the services and upsell value added services like SMS and courier etc.
• Accurate Data check & entry of documents and records Adhere to the standard operating procedures (SOP) Ensure.
• Adherence to the Process in order to reduce the number of reprocesses basis the errors highlighted by back office and mission Accuracy and Quality of the application.
• Reprocess: No. of errors identified by the mission… Show more
• Reprocess: No. of errors identified by the mission should be zero.
• Accuracy & quality of applications. No. of errors accurately identified and corrected. Ensure 100% accuracy.