Mohamed Magdy El-Emam
Retail, Technical Support Senior Engineer
Mansoura,Dakahlia
Summary
Senior Technical Support Engineer with over 6 years of experience at Telecom Egypt, specializing in troubleshooting and resolving complex ADSL, VDSL, and FTTH technology issues. Proven track record of enhancing customer satisfaction through effective problem-solving and timely support, demonstrating a strong commitment to excellence. Expertise in MCSA and Network+ complements robust technical skills, while exceptional teamwork, communication, and leadership abilities foster collaborative environments. Passionate about leveraging technical knowledge to drive continuous improvement and deliver outstanding service, consistently contributing to organizational success.
Overview
6
6
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Senior Technical Support Engineer
Telecom Egypt
Mansoura
12.2020 - Current
- Coordinated technical support efforts at multiple customer venues, ensuring efficient and timely problem-solving.
- Created and delivered reports to management, emphasizing resolutions and improvement areas.
- Resolved complex customer issues and complaints using advanced troubleshooting methods, maintaining customer satisfaction under pressure.
- Trained and mentored team members, fostering skill development and addressing performance gaps to enhance overall team efficiency.
- Provided expert guidance on configuring secure and reliable wireless home networks, enhancing user connectivity and security.
- Coordinated with various departments to resolve administrative site issues.
- Facilitated smooth logistics and effective communication with central managers regarding infrastructure concerns.
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.
Technical Support Engineer
Telecom Egypt
Cairo
11.2018 - 12.2020
- Troubleshot and repaired internet service disruptions involving ADSL, VDSL, and FTTH technologies.
- Gave technical support and answered customer questions at the Telecom Egypt service location.
- Repaired technical problems on client computers.
- Visited customer homes to install internet services like ADSL, VDSL, and FTTH.
- Implemented static IP configurations for diverse modem types.
Second Level Support Specialist
Telecom Egypt
Cairo
07.2018 - 10.2018
- Handled customer phone calls to troubleshoot Internet service issues.
- Offered specialized technical support to enhance customer and colleague experience.
Social Media Specialist
ENACTUS THEBES
Cairo
10.2015 - 03.2016
- Managed online discussions and responded to genuine user comments, concerns, and questions.
- Optimized existing content by repurposing it into different formats tailored specifically for each platform.
Education
Bachelor Degree - Computer Science in Network and Communications Management
Thebes Academy
Cairo, Maadi05.2018
Skills
Customer Relationship Management
Call Center Operations
Adaptability and Flexibility
Technical troubleshooting
System troubleshooting
Problem-solving
Teamwork and collaboration
Remote support
Ticket management
Customer support
Network administration
Customer service
Training and mentoring
Employee training
ITIL processes
Attention to detail
Complaint management
Network troubleshooting
System administration
Windows OS support
Certification
GPON Technology at Telecom Egypt - Training & Development Sector 2022
Timeline
Senior Technical Support Engineer
Telecom Egypt
12.2020 - Current
Technical Support Engineer
Telecom Egypt
11.2018 - 12.2020
Second Level Support Specialist
Telecom Egypt
07.2018 - 10.2018
Social Media Specialist
ENACTUS THEBES
10.2015 - 03.2016
Bachelor Degree - Computer Science in Network and Communications Management
Thebes Academy