Amr Mansour

PERSONAL DETAILS

ADDRESS ** **** ** ****** **., 7th district, Nasr City, Cairo.

EMAIL(s) acgkf8@r.postjobfree.com amr.amin

acgkf8@r.postjobfree.com

TELEPHONE 010******** / 010********

Nationality Egyptian

Date of birth 8/7/1987

Military Status Exempted

EDUCATION

University

German University in Cairo (GUC) 2005 2010

Faculty of Engineering

Communications Department

Grade: Good Project Grade: Excellent (A+)

Final semester: Excellent

School

S.L.S 1992 2005

Languages

• Arabic Fluent

• English Fluent

• French Fair

• German Fair

EMPLOYMENT

Vodafone Egypt October 2013 Present

Data & Business Solutions Supervisor

Responsibilities

Manage data support centre engineers (15 20 subordinates) to ensure a

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consistent high standard data customer experience in every contact in

addition to achieving all targets and KPIs.

Provide a high level of quality monitoring to ensure a dedicated continuous

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progress of the team.

Promote a learning culture by establishing a learning process through

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continuous sharing of knowledge and support to facilitate the development of

the technical and soft skills of all team members.

Identify required and desired areas of operational improvement and work with

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the support functions to deliver these improvements.

Achievements

• Participating in the launch of new technical support center consisting of more

than 200 employees.

• Managing the shadowing and observation processes for all the new comers

in addition to revamping the whole processes to ensure the best impact.

Vodafone Egypt May 2013 October 2013

3G & Data Training Team Leader

Responsibilities

Leading the training team and managing the technical training to all customer

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care teams.

Coordinating with stake holders and arranging training plans and schedules.

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Awareness of the competition updates in business solutions’ products &

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services with high ability of comparing.

Achievements

Creating full cycle training process to the technical support teams.

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Leading the training team to achieve a record of more than 600 training hours

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in 5 months which includes more than 1500 employees across all customer

care different functions.

Conducting training to more than 200 new comers.

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Vodafone Egypt January 2011 May 2013

OPERATION BUSINESS SUPPORT

2nd LINE SUPPORT ENGINEER

Responsibilities

Resolve PCRF, HLR and the other technical tickets assigned from the

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customer care and technical support teams from my side or escalating it to

the 3rd line support or the concerned parties with ensuring to achieve the

tickets’ SLA.

Testing new products & participating in UATs for the new data services.

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Achievements

Creating and participating in many customers’ self help projects.

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Contributing in the launch of new web hosting services.

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Contributing in enhancement and revamping of the IVR.

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Received 4 recognition certificates during the mentioned period

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Ministry of Transport Oct 2010 Dec 2010

Communication Engineer

Olympic Group July 2010 Sept 2010

IT Department

Technical Support (Trainee)

July 2007 August 2007

Motorola Egypt

Wireless GSM (Trainee)

Trained ON

G.S.M.

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Telecommunication overview.

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G.P.R.S. overview.

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Simple Tx & Rx Radio.

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Using communication system analyzer.

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Courses & Certificates

• Mobile Package (2G, 3G & LTE ) ( ZTE Partner )

• Red Hat System Administration I ( RH033 )

• Cisco Certified Network Associate (CCNA)

• Microsoft Internet Information Services (IIS)

• Management Skills for Engineers ( Sadat Academy )

• Drive Performance

• Fundamentals of Project Management

ADDITIONAL SKILLS/ATTRIBUTES

• Matlab

• Java programming & excellent in dealing with all operating systems

• Microsoft word, excel & power point

• Hfss

• Zeland

REFERENCES

All References furnished upon request.

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