Macintosh
Ragy Magdy Shohdy
Senior Technical Support Advisor
Summary
Pursing a full-time position in a progressive Growing company, where I can build my career, have good experience and develop my interpersonal skills, Experience and Competencies. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
20
20
years of professional experience
2
2
Languages
Work History
Senior Technical Support Advisor
Teleperformance Egypt
09.2021 - Current
- Handling Tech
- Support for smart phones and computers
Senior Technical Support Advisor
Teleperformance Dubai
07.2016 - 07.2021
- Handling Tech
- Support for smart phones and computers
Vodafone Egypt Telecommunication S.A.E. (International Services)
12.2014 - 06.2016
Stream Global Services (Convergys)
06.2012 - 12.2014
Senior Customer Service Representative
Vodafone Egypt Telecommunication S.A.E.
03.2005 - 02.2011
- Handling Premium – Platinum Customers
Customer Service Representative
Vodafone Egypt Telecommunication S.A.E.
07.2004 - 02.2005
- Handling Core, Medium and High Customers
Education
Bachelor of Science - Computer Science
Modern Academy
Cairo 04.2001 -
Skills
Interpersonal skillsCommunication skills - verbal and writtenListening skillsProblem analysis and problem-solvingAttention to detail and accuracyData collection and orderingCustomer service orientationAdaptabilityStress toleranceWork under pressurePersuasiveness
Remote Support
Training and mentoring
Hardware knowledge
Escalation Handling
Expert Problem Solving
Issue Resolution
Customer Service
Mobile Device Management
Software Installation
Customer Support
User Support
Desktop support
Application support
Call Management
Computer Diagnostics
Additional Information
Knowledge of customer service principles and practices, Knowledge of relevant computer applications, Ability to type, Knowledge of administrative procedures, Numeric, oral and written language applications, Product knowledge
General Tasks
- Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services.
- Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Education
Manor House Language School, High School, 1997, Modern Academy, Bachelor of Computer Science, 2003, College Last Year Project, About Remote Education, Very Good
Personal Information
- Date of Birth: 02/14/1980
- Gender: Male
- Nationality: Egyptian
- Marital Status: Single
Software
Windows
Office suite
Timeline
Senior Technical Support Advisor
Teleperformance Egypt
09.2021 - Current
Senior Technical Support Advisor
Teleperformance Dubai
07.2016 - 07.2021
Vodafone Egypt Telecommunication S.A.E. (International Services)
12.2014 - 06.2016
Stream Global Services (Convergys)
06.2012 - 12.2014
Senior Customer Service Representative
Vodafone Egypt Telecommunication S.A.E.
03.2005 - 02.2011
Customer Service Representative
Vodafone Egypt Telecommunication S.A.E.
07.2004 - 02.2005
Bachelor of Science - Computer Science
Modern Academy
04.2001 -