Fady Ghaly
Cloud Computing Support Engineer
Summary
Experienced Cloud Support Engineer familiar with advanced Cloud Technologies, Customer Support And Project Managment.
Overview
17
17
years of professional experience
2
2
Languages
Work History
Cloud Computing Support Engineer
Vodafone Egypt
12.2019 - Current
- Assisted in the development of new features by providing valuable user feedback to product teams based on client interactions.
- Enhanced system performance for clients through proactive monitoring and troubleshooting of technical issues.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Streamlined support processes by creating detailed documentation and knowledge base articles for common issues.
- Managed multiple projects simultaneously, staying organized and meeting deadlines consistently.
- Communicated with clients to verify roots and causes of computer problems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- Advanced client understanding of product capabilities by crafting clear and concise user guides, fostering increased adoption rates and overall satisfaction.
- Implemented automation tools to streamline workflows, reducing manual tasks and increasing productivity within the support team.
Internet Support Senior Representative
Vodafone Egypt
01.2018 - 12.2019
- Utilized advanced problem-solving techniques to identify root causes behind recurring technical concerns, ultimately leading to long-term resolutions benefiting both the company and its clients.
- Maintained up-to-date knowledge of industry trends, technologies, and best practices to provide accurate information to customers.
- Demonstrated adaptability by supporting customers with various levels of technical proficiency, tailoring explanations and instructions accordingly without sacrificing accuracy or effectiveness.
- Developed strong relationships with clients by consistently exceeding expectations in technical knowledge and problem-solving abilities.
- Collaborated with cross-functional teams to address recurring product or service issues impacting the overall customer experience.
- Enhanced team performance by sharing expertise and collaborating on challenging cases to achieve successful outcomes.
- Accelerated issue resolution times using remote diagnostic tools when possible to minimize inconvenience for clients experiencing technical difficulties.
- Reduced repeat calls by effectively educating customers on self-help resources available online or via phone system prompts.
- Reviewed user feedback and customer support tickets to identify pain points within public user base.
- Studied monthly reports, discerning usage trends and usability obstacles to maximize prioritization of efforts within future updates.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
Internet Support Representative
Vodafone Egypt
05.2016 - 01.2018
- Enhanced customer satisfaction by promptly addressing internet-related issues and providing efficient solutions.
- Managed high call volumes while maintaining a professional demeanor, ensuring all customers received timely assistance.
- Assisted customers with troubleshooting steps, effectively resolving connectivity problems and reducing call times.
Network /System Administrator
Pharma Promotion - SE
05.2007 - 03.2011
- Enhanced network efficiency by implementing and maintaining system upgrades, including software, hardware, and security patches.
Education
High School Diploma -
Collège De La Salle (Daher) - Frères
Cairo 04.2001 -
Bachelor of Science - Communication Engineering
Shorouk Academy - Faculty Of Engineering
Shorouk City 04.2001 -
Associate of Science - Microsoft Azure AZ 104
Global Knowledge
04.2001 -
Skills
Virtualization Technologies
Network Troubleshooting
Incident Management
Troubleshooting skills
Project Coordination
Technical Support
Project Management
Remote Support
ITIL Knowledge
Microsoft Azure Administration
CCNA
Linux Administration
SQL Administration ( MS Sql srv - MYSql )
VMWare ( VSphere - NSX - )
Windows Server Administration
Web Server ( Apache - Nginx - Tomcat )
MS Office 365 Administration ( Troubleshooting - Hybrid Installation )
Shared Host Softwares (CPanel - Plesk - Centos WebAdmin)
Graduation Project
Graduation Project
3G network simulation with Matlab ( 3 Types of Modulation - Interleaving - Equalization )
- With Grade "A"
Timeline
Cloud Computing Support Engineer
Vodafone Egypt
12.2019 - Current
Internet Support Senior Representative
Vodafone Egypt
01.2018 - 12.2019
Internet Support Representative
Vodafone Egypt
05.2016 - 01.2018
Network /System Administrator
Pharma Promotion - SE
05.2007 - 03.2011
High School Diploma -
Collège De La Salle (Daher) - Frères
04.2001 -
Bachelor of Science - Communication Engineering
Shorouk Academy - Faculty Of Engineering
04.2001 -
Associate of Science - Microsoft Azure AZ 104
Global Knowledge
04.2001 -