Mohamed Elbadry

Experience

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  Xceed

  Nov 2011 - Jul 2013

  Technical support agent

  • Handling customer inquiries, complaints, and ADSL Technical Problems.• Running first level troubleshooting steps.• Isolate customer problem and handle escalations to appropriate support team level.• Follow up on customer technical cases and provide feedback.• Provided efficient solution of the customer's problems.

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  Vodafone Egypt

  Jul 2013 - Jul 2014

  Technical support Agent

  • 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• Provide customer with appropriate options/right suggestion.• 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.• Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware.• Take the ownership of escalated service requests through problem resolution for the benefit of Vodafone’s internet customers.• Ensure elimination of wrong transactions that leads to financial negative impact.• 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. Show less

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  HSBC

  Aug 2014 - Apr 2015

  2nd Line IT Analyst
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  Juhayna Food Industries

  Apr 2015 - Oct 2016

  Linux and AIX System Administrator

  Provide systems administration for IBM Power servers that serve SAP applicationImplement high availability configuration of UNIX/Linux systems Responsible for System Backup using TSM "Tivoi Storage Manager"IBM Storewise administration Monitor all systems resources and storage (AIX and Linux )Configuration and administration of Logical volume manager

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  Mannai Corporation QSC

  Nov 2016 - now

  Linux system engineer