Youssef Salah Zaky Email & Phone Number

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Cairo

Cairo

Provides software related custom integration and implementation support on EMC products at the customer site; this may include pre-site inspection, initial installation, troubleshooting, implementation, customization, integration, and outline orientation for the customer. Installs or upgrades EMC products in an Open Systems environment. Configures, installs, troubleshoots, and supports EMC products and the integration of these products with others. Provides custom integration and implementation support on customer site. Performs basic to moderately complex and/or extended-stay software implementations. Regularly communicates status of project and all applicable customer issues to the project owner. When applicable, advises project owner on level of effort required to perform assigned implementations. Adheres to proper GS alert and escalation procedures. Keeps appropriate management personnel informed in accordance to EMC policies; seeks advice or assistance from GS management during difficult customer situations. Works in conjunction with EMC customer support colleagues to ensure effective resolution of technical issues encountered during implementations.

 Second-Level Network Technical Support Engineer for over 120 high profile customers in Orange.  Provide a professional technical point of contact for customers. Provide updates as needed to the customer in order to meet performance objectives and service excellence guidelines. Perform technical escalations in line with company procedure. Monitor systems, customer networks and products, deal with alerts and events as appropriate.  Document all troubleshooting and incident management actions.  Acted as Single Point of Contact (SPOC) for the important customers accounts. Participated in a Service Improvement Plan for a Red flagged customer and was able to get several compliments from the customer.  Ability to manage field engineers, Telecom Companies over the globe, local service providers and vendors efficiently in order to restore the customer’s service  Responsible for training new comers, introduce them to Orange worldwide Backbone Networks and make them familiar with the support tools.  Attend management meetings to set team strategy.  Attend periodic meetings (conference calls) with the customer’s account teams to discuss the customer complaints and Service Improvement Plans (SIPs) in order to reach & maintain the customer satisfaction.  Build relationships with peer and management levels both with clients and the company management  Prioritization and balance in tense situations and work activity in multitask situations.  Ensure the team’s KPIs are met & develop improvement plans for any failing KPI to ensure its success.  Responsible for periodic calls with the customer to get their feedback and concerns and to fill the Customer Satisfaction Survey each quarter  Responsible for interviewing new candidates and filtering the applications  Participated in Quality Assurance project and Auditing the department performance and work  Developed a chronic system for old work load which reduced the current load to almost half

Excellent, Electronics And Communication

•Microwave and Satellite Systems. Microwave links; capacity, space & frequency diversity • Mobile transmission systems. Cellular concept.

Bachelor Degree

Faculty of Engineering, Arab Academy For Science And Technology: Electrical Department - Electronics and Communication Department (2010)..