Moataz Hagag

Experience

• 

  TE data

  Feb 2012 - Dec 2013

  Technical Support Representative

  - Handle and Resolve Customer's Complains- Installing, Configuring and Troubleshooting of Networking Equipment's Routers and Switches- Setup and connect ADSL lines.- Provide customer with product and service information.- Respond to customer problems and resolve it via phone.- Respond to requests for technical assistance, via phone and Email.

• 

  Tanta Oil & Soap and neutral water

  Jan 2014 - Sept 2015

  Network Administrator

  - Installing, Configuring and Troubleshooting of Networking Equipment's Routers and Switches.- Managing and Maintaining the Servers, PC, Routers and Switches Managing- Implementing, Managing, and Maintaining Microsoft Windows Server 2012 Network Infrastructure.- End User Support including diagnosis and solving computer software and hardware faults, laptops, printers, PC hardware and software problems.- Installing and configuring computers hardware operating systems and applications.- Implementing and configuring network services, DHCP, DNS, Active Directory, Routing and Remote Access on Microsoft and Cisco systems- Testing and evaluating new technology & replacing parts as required.- Managing Wireless LAN Hardware and Software for the corporate office. عرض أقل

• 

  Best Idea for Businessmen Services

  Dec 2015 - May 2016

  IT Technical Support

  - Installing, Configuring and Troubleshooting of Networking Equipment's Routers and Switches.- End User Support including diagnosis and solving computer software and hardware faults- Monitoring and maintaining computer systems and networks- Troubleshooting Microsoft Outlook within a network environment - Installing and configuring computers hardware operating systems and applications.- Implementing and configuring finger print machines and camera systems- Respond to customer problems and resolve it via phone عرض أقل

• 

  Vodafone

  Sept 2016 - Apr 2018

  Technical Support Specialist-ICC

  - Act as a first line of support to all VF Egypt internet user inquiries (Technical / billing).- Respond and solve all Vodafone Egypt internet customer inquires regarding all internet service.- Follow up with second line of support to make sure that all escalated problem will be solved in the appropriate time. - Troubleshoot customers issues and solve internet, land line, IP-TV, and mobile problems - Provide relevant and accurate information ( services, products, policies)- Provide customer with appropriate options/right suggestion. - Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware.- Handle escalated calls from either the call center or directly from the customers to an outcome of maximum customer satisfaction. عرض أقل

• 

  Trend Micro

  Apr 2018 - now

  - Provide support to customers in Trend Micro products and perform troubleshooting on all field inquiries in the MENA region.- Provide customer service while responding to phone, email, and online requests for technical support- Take ownership of complex problems, provide remote support in performing analysis, isolate problems, and deliver solutions with a high level of customer satisfaction.- Provide first call case resolution, software/network troubleshooting, and proactive support services- Perform advanced level Troubleshooting Analysis and diagnosis of complex problems, resolve the incidents and problem tickets within SLA.- Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutions.- Effectively interact with the engineering teams to provide solutions to complex technical issues.- Monitor all assign cases for customer support and update all activities on the company tracking system.- Analyze customer issues, logs, develop necessary actions, and ensure optimal levels of customer satisfaction to provide appropriate support for the same.- Manage all customer issues and if required escalate them to required departments.- Maintain accurate customer documents and prepare reports for all issues and resolutions.- Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.- Work in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration, and maintenance of Trend software products within clients’ networking environments- Maintain and expand working knowledge of current and beta (unreleased) Trend Micro products, as well as their integration and methods of support delivery- Participate in all projects, including building vendor relationships.- Supporting on-premise and SaaS platform- Support Mobile security solutions. عرض أقل

  • Sr. DevOps Platform Engineer

    Jan 2024 - now

  • Senior Customer Support Engineer

    Feb 2021 - now

  • Customer Support Engineer

    Apr 2018 - now