Summary
Overview
Work History
Education
Skills
Websites
Graduation Project
Timeline
Generic

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

undefined

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 -

Similar Profiles

CREATE PROFILE
Fady GhalyCloud Computing Support Engineer