Abd Elrahman Hamdi

Experience

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  TE Data

  Jan 2012 - Jan 2013

  Technical Support Engineer

  - Provides direct technical support to customers on installations, usage, or maintenance of company products to ensure that the system is functioning according to specifications- Escalation point for the Knowledgebase and external Level 2 certified customers- Responds to customer inquiries concerning system software and applications- Provides immediate customer assistance for emergency and URGENT fixes as defined in service definition.- Creates temporary “work-around” for immediate customer issues where appropriate- Documents and logs all contacts and actions into database per specified guidelines- Uses a lab to simulate customer environment and issues- Escalates to Level 3 customer issues unresolved at Level 2 by packaging, with concise description, actions, andtraces required for escalation of “bugs” and/or “request for assistance”- Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved. - Works with engineering on hardware and software testing and reviews to assist in Quality release- Assist in creating technical documents, and training material- Provides work direction, problem resolution, and training to other technical support personnel- Assist the sales team by answering questions, providing technical information and conducting productdemonstrations, both remotely and in person- Involvement in company work groups who plan direction of Customer Support work processes and procedures- Involvement in customer and company focus groups- Participates in off-site travel to customer locations, trade shows, training schools and other required facilities- Addition responsibilities as requiredwww.tedata.net Show less

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  Command and General Staff College

  Jan 2014 - Jan 2015

  Technical Support Engineer

  • installing and configuring computer hardware, software, systems, networks, printers and scanners• planning and undertaking scheduled maintenance upgrades• talking to clients and computer users to determine the nature of problems• responding to breakdowns• investigating, diagnosing and solving computer software and hardware faults• repairing equipment and replacing parts• supervising junior engineering and technical staff• agreeing timescales• obtaining replacement or specialist components, fixtures or fittings• checking computer equipment for electrical safety• maintaining records of software licenses• managing stocks of equipment, consumables and other supplies.• installing and configuring computer hardware operating systems and applications;• monitoring and maintaining computer systems and networks;• talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;• troubleshooting system and network problems and diagnosing and solving hardware or software faults;• replacing parts as required;• providing support, including procedural documentation and relevant reports;• following diagrams and written instructions to repair a fault or set up a system;• supporting the roll-out of new applications;• setting up new users' accounts and profiles and dealing with password issues;• responding within agreed time limits to call-outs;• working continuously on a task until completion (or referral to third parties, if appropriate);• prioritizing and managing many open cases at one time;• rapidly establishing a good working relationship with customers and other professionals, e.g., software developers;• testing and evaluating new technology;• conducting electrical safety checks on computer equipment. Show less

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  Vodafone Egypt

  Jan 2015 - Apr 2015

  Technical Support

  - Provides direct technical support to customers on installations, usage, or maintenance of company products to ensure that the system is functioning according to specifications- Escalation point for the Knowledgebase and external Level 2 certified customers- Responds to customer inquiries concerning system software and applications- Provides immediate customer assistance for emergency and URGENT fixes as defined in service definition.- Creates temporary “work-around” for immediate customer issues where appropriate- Documents and logs all contacts and actions into database per specified guidelines- Uses a lab to simulate customer environment and issues- Escalates to Level 3 customer issues unresolved at Level 2 by packaging, with concise description, actions, andtraces required for escalation of “bugs” and/or “request for assistance”- Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved. - Works with engineering on hardware and software testing and reviews to assist in Quality release- Assist in creating technical documents, and training material- Provides work direction, problem resolution, and training to other technical support personnel- Assist the sales team by answering questions, providing technical information and conducting productdemonstrations, both remotely and in person- Involvement in company work groups who plan direction of Customer Support work processes and procedures- Involvement in customer and company focus groups- Participates in off-site travel to customer locations, trade shows, training schools and other required facilities- Addition responsibilities as required Show less

• 

  Qsource

  May 2015 - Sept 2016

  Technical support engineer
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  DMA for Design and Engineering Consultancy

  Sept 2016 - now

  • IT Technical Support Assistant Section Manager

    Mar 2024 - now

  • IT Technical Support Section Head

    Apr 2022 - Apr 2024

  • Sr. IT Technical Support Engineer

    Sept 2016 - Apr 2022