Melbourne, Victoria, Australia
With over 7 years in Information Technology industry with a proven record of success through working in national & multinational organisations, supporting major Networks and VoIP in Australia. A distinct range of skills in networks, implementation, troubleshooting & debugging as well as internal training and mentoring. Bachelor's Degree In Information system and decision support. Certificate IV in Cyber Security Areas of Expertise: • Troubleshooting internet and VoIP issues. • Configuring hardware such as VoIP phones: Cisco/Yealink, Routers and switches such as Huawei/Cisco • ITIL • Mentoring, awareness, team building & training programs.
• Operate the Information System by running the required IS services and any operational procedures to fulfill committed SLAs. • Follow up on the execution of operational tasks on 24/7 operations mode to ensure successful closing of these tasks by acting as a shift leader and issue the closing shift report for management review. • Monitor the healthiness of specific applications under own control by revising logs to ensure the continuity of the real time processes related to these application. • Assist in solving operational problems as a first level of support for the applications under control by applying the agreed actions in time to maintain smooth operations and reduce the business impact. • Responsible for executing critical operational tasks that need specific handling and/or focus with ability to technically lead a small team to accomplish certain tasks within predefined time (can lead shifts in 24/7 mode). • Coordination with other departments, operators & suppliers in sending and receiving all operational data files related to the application(s) under control. • Areas: Billing, Rating, Payments, Service Disk & Provisioning
• Act as a first line of support to all VF Egypt internet users’ inquiries ( technical / billing ). • Provides relevant and accurate information (Services, Products & Policies) • Follow up with second line of support to make sure that all escalated problems will be solved in the appropriate time • Respond and solve all Vodafone Egypt internet customer inquiries regarding all internet Service and provide an end-to-end ownership to these inquiries till closure. • Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers. • Own all customer inquiries regarding internet till closure and post resolution call to ensure customer satisfaction and close case. • Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction. • Conduct outbound calls to customer problems received from call center / corporate agents to ensure solving the customer problem according to the Service Level Agreements