Experience — Ahmed Gabr

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Resume created on DoYouBuzz

Experiences

• Managing 1st line enterprise sales support
• Enterprise change management customer interface
• Managing Enterprise monitoring team
• Providing the customer service representatives with the tools that enables them to maintain and improve the service level provided to customers.
• Handling rough customer complaints, taking the proper action and providing feedback.
• Preparing the monthly call center shifts and organizing the daily breaks.
• Preparing daily and monthly reports about the Call Center's performance and analyzing them on regularly basis.
• Ensuring that proper disclosure requirements have been followed when providing data to customers.
• Performing continuous training and coaching.
• Holding monthly meeting with supervisors to illustrate their strengths and weaknesses to be able to continuously improve their performance.

• Managing 1st line enterprise hosting support
• Managing 1st line enterprise B2B support
• Managing 1st line enterprise VOLT support
• Managing 1st line enterprise Cloud services
• Providing the customer service representatives with the tools that enables them to maintain and improve the service level provided to customers.
• Handling rough customer complaints, taking the proper action and providing feedback.
• Preparing the monthly call center shifts and organizing the daily breaks.
• Preparing daily and monthly reports about the Call Center's performance and analyzing them on regularly basis.
• Ensuring that proper disclosure requirements have been followed when providing data to customers.
• Performing continuous training and coaching.
• Holding monthly meeting with supervisors to illustrate their strengths and weaknesses to be able to continuously improve their performance.

- Managing 1st line enterprise IVPN (International VPN )technical support
- Managing 1st line enterprise internet technical support
- Monitor all managed NOL nodes operations for any problems.
- Receive any complaints from customers by phone or mail.
- Troubleshooting the problem & solve it if it is within my authority.
- Escalate the problem to the department in charge If not in my authority.
- Providing smooth communications within company for customer technical requests
- Providing internal and external technical reporting.
- Main Contact with VIP Customers.
- Leading junior team mates
- Annual reports.

- Monitor all managed NOL nodes operations for any problems.
- Receive any complaints from customers by phone or mail.
- Troubleshooting the problem & solve it if it is within my authority.
- Escalate the problem to the department in charge If not in my authority.
- Providing smooth communications within company for customer technical requests as well as providing internal and external technical reporting.
- Main Contact with VIP Customers.
- Leading junior team mates
- Annual reports.

- Monitor all managed NOL nodes operations for any problems.
- Receive any complaints from customers by phone or mail.
- Troubleshooting the problem & solve it if it is within my authority.
- Escalate the problem to the department in charge If not in my authority.
- Providing smooth communications within company for customer technical requests as well as providing internal and external technical reporting.

IT Officer at the Egyptian Air Defense Forces

1 Network Engineering
2 Building and maintaining networks
3 Maintenance hardware (IBM, HP, Compaq)
4 Maintenance software