islam_ali_morsy
TRANSCRIPT
PERSONAL INFORMATION Islam Ali Morsy Saied
109 ST, Maadi, 11431 Cairo (Egypt).
00201099853916 00201275707732
https://eg.linkedin.com/in/islam-ali-1048a5101
Sex Male | Date of birth 01/09/1992 | Nationality Egyptian
POSITION Retail & Home visits Customer Service Specialist
WORK EXPERIENCE
04/09/2016–Present Retail & Home visits Customer Service SpecialistTE-data, Luxor (Egypt) .
▪ Apply ADSL service presentation and installation for new customers▪ Handle customer requests and inquires. ▪ Solve customer’s technical complains in professional way.▪ Meet customer needs and satisfaction.▪ Prepare and report the daily CSO activities.▪ Escalate general / repeated complaints and offer potential solutions. Communicate /
escalate to other departments in order to solve technical complains.▪ Apply standard and advanced CPE configuration.
15/06/2016–01/09/2016 Operation & Technical EngineerModern Telecom System, Luxor (Egypt).
▪ Monitoring AMS & BRS systems at Luxor International Airport.▪ Handling Incidents and writing reports describing system status and performance.▪ Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN),
and other systems.▪ Maintain daily performance of computer systems.▪ Respond to email messages for customers seeking help.▪ Ask questions to determine nature of problem.▪ Walk customer through problem-solving process.▪ Install, modify, and repair computer hardware and software.▪ Clean up computers.▪ Performing 1 st line support and troubleshooting for Network and system issues.▪ Installing Windows server 2008 -2012 for servers and configuring Network and roles.
16/01/2016–05/06/2016 Help Desk Engineer (outsourced in lafargeholcim)Uranium-Corp, Cairo (Egypt)
▪ Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
▪ Respond to queries either in person or over the phone.▪ Write training manuals.▪ Train computer users.▪ Maintain daily performance of computer systems.▪ Respond to email messages for customers seeking help.
▪ Ask questions to determine nature of problem.▪ Walk customer through problem-solving process.▪ Install, modify, and repair computer hardware and software.▪ Clean up computers.▪ Run diagnostic programs to resolve problems.▪ Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN),
and other systems.▪ Install computer peripherals for users.▪ Follow up with customers to ensure issue has been resolved.▪ Gain feedback from customers about computer usage.▪ Run reports to determine malfunctions that continue to occur.
01/05/2015–30/11/2015 IT TrainerEgytrust Academy, Luxor (Egypt)
▪ Carry out training needs analysis.▪ Define the skill sets needed to perform different roles.▪ Carry out performance assessments to determine the skills gap between current and
desirable learner skill levels.▪ Design training programmes appropriate to the skills needed.▪ Develop an appropriate mix of formal and informal development activities.▪ Ensure that the learning environment and resources support learner needs.▪ Design course materials and other documents such as hand-outs, manuals and exercises.▪ Prepare the learning environment and resources, including setting up IT equipment where
appropriate.▪ Deliver training programmes in formal (e.g. a classroom), informal (e.g. floor-walking) or
online (e.g. e-learning and webinar) settings.▪ Support and coach learners using learning technologies to deliver skills.▪ Evaluate the effectiveness of training programmes and learning outcomes.▪ Liaise with partners (e.g. external course providers, employers, and examining bodies) to
fulfil the skills needs of an organisation.▪ Develop peer networks to keep abreast of current thinking.▪ Maintain appropriate records of learner development and resource allocation.
EDUCATION AND TRAINING
21/09/2009–01/07/2014 Bachelor of Electrical Engineering - Power SectionFaculty of Engineering - Assuit University, Assuit (Egypt).
01/12/2014–01/05/2015 Information Security ScholarshipMinistry of Communications and Information Technology -Training Sector, Luxor (Egypt) .
▪ Certified and training MTA (network fundamental +security fundamental), MCSA, MCSE, CCNA.
▪ Installing and Configuring Windows Server 2012 (70-410).▪ Administering Windows Server 2012 (70-411).▪ Configuring Advanced Windows Server 2012 Services (70-412).▪ Designing and Implementing a Server Infrastructure (70-413).▪ Implementing an Advanced Server Infrastructure (70-414).
PERSONAL SKILLS
Mother tongue(s) Arabic
Other language(s) UNDERSTANDING SPEAKING WRITING
Listening Reading Spoken interaction Spoken production
English B2 B2 B1 B1 C1Levels: A1 and A2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient userCommon European Framework of Reference for Languages
Communication skills ▪ Strong communication skills.▪ Problem analysis and problem solving.▪ Friendly person.
Organisational / managerial skills
▪ Quickly develop relationships with clients.▪ Easy going and personable with clients.▪ Professionalism.▪ Diplomacy.▪ Tactfulness – to generate positive company image.
Job-related skills ▪ Ability and a desire to learn.▪ Organizational effectiveness.▪ Friendliness and the ability to get along with others.▪ Leadership capabilities - team building is imperative.▪ Continuing personal development.▪ Innovative/creative problem solving Motivation, confidence, and willingness to make tough
decisions.▪ Exceptional communication skills (listening, speaking, reading, and writing).▪ Personal and career planning skills.▪ I can work under stress for a long time