Youssef Rafeek Email & Phone Number

United Arab Emirates

Cairo, Egypt

• Successfully addressed and resolved various IT issues, including hardware malfunctions and software bugs.• Provided remote support to users, ensuring minimal downtime and timely issue resolution.• Installed, configured, and upgraded hardware and software components to enhance system performance.• Conducted user training sessions to empower individuals with essential IT knowledge and skills.• Conduct remote troubleshooting to resolve IT issues, maintaining high satisfaction.• Efficiently manage and track IT assets, ensuring accurate records and optimal resource allocation.• Administer Active Directory, including user account management, security group assignments, and policy enforcement.• Monitored daily backups and restored virtual machines (VMs) for clients to ensure data availability and business continuity.• Managed SSL certificate renewals for hosting clients, maintaining secure connections for websites and applications.

Cairo, Egypt

• Provided front-line technical support to end-users, addressing hardware and software issues effectively.• Responded to help desk tickets and inquiries guiding users through step-by-step solutions, ensuring timely resolution and minimal disruption to workflow.• Diagnosed and troubleshooted hardware and software problems, prioritizing and escalating issues based on severity and impact.• Maintained and updated documentation for common technical issues and solutions in the knowledge base.• Assisted with hardware and software installations, configurations, and upgrades.• Conducted remote troubleshooting and provided phone support to resolve IT-related problems.• Ensured clear and effective communication of technical solutions to non-technical end-users.

Kuwait

• Managed incoming inquiries and outbound communication related to book and certificate orders for Kuwait University.• Processed customer orders efficiently, including order placement, tracking, and handling modifications when required.• Collaborated with internal teams to address complex issues and expedite solutions for timely order delivery.• Met or exceeded performance targets, including response time, issue resolution, and customer satisfaction metrics.

Kuwait

• Provided comprehensive information about delivery schedules, order status, and product details to customers.• Maintained accurate and organized records of customer interactions and order details using company systems.• Assisted in troubleshooting and resolving issues related to book and certificate orders, ensuring a positive customer experience.• Contributed to the enhancement of customer service processes by providing valuable feedback and suggestions.

Giza, Egypt

• Investigated and resolved customer complaints related to Orange products and services.• Analyzed customer concerns to identify root causes accurately.• Engaged with customers via various communication channels, addressing issues professionally.• Demonstrated strong problem-solving skills to offer effective resolutions and prevent recurring problems.• Coordinated with internal teams to implement corrective actions and prevent future complaints.• Maintained detailed records of customer complaints, resolutions, and follow-up actions in the complaint management system.• Ensured compliance with company policies and procedures.• Participated in ongoing training and development programs to stay informed about new products and services, enhancing complaint resolution capabilities.

Giza, Egypt

• Managed incoming customer inquiries through various communication channels, including phone calls and emails.• Provided detailed and accurate information regarding Orange products, account information, services, troubleshooting steps and billing inquiries.• Demonstrated effective problem-solving skills to address and resolve customer concerns, ensuring satisfaction.• Processed customer requests, including new service activations, plan changes and account modifications accurately and efficiently.• Utilized CRM tools to log and track customer interactions, ensuring a comprehensive record.• Collaborated with cross-functional teams to resolve complex issues and escalate matters when necessary.• Maintained a strong understanding of Orange's products and services to deliver accurate and up-to-date information to customers.• Consistently met or exceeded performance targets, including response time, issue resolution, and customer satisfaction metrics.