Technical Support Customer

Hisham Elamin

**** ******** ***** 858-***-****

Fort Worth, TX *********@*****.***

Qualifications Summary

A self-motivated and well qualified Technical Operations Specialist who is involved in strategic planning of new projects and services, and supervised (UAT) on new promotions and services, collected feedback and implemented modification to final products, followed through by providing customer support and ensure customer satisfaction with our services, with immense potential and proven ability to complete complex and challenging assignments in a team-based environment or independently.

Highly organized, detail oriented and well-disciplined to handle complex challenges with the ability to maintain composure, effectiveness, and flexibility under pressure.

A strong believer in continuous learning and have ability to quickly learn new technologies with the initiative of improving along the way; always willing to put in extra effort, accept responsibility and accountability.

Exceptional communication and interpersonal skills, both written and verbal, with the ability to effectively communicate with customers, team members and contractors

Employment History

Comcast USA. – Horsham, PA 2015 - 2017

Technical Operations Specialist / Business Class

Responsibilities:

Handled advanced-level network diagnostics to identify and resolve network configuration issues from the router to the Internet backbone (e.g. misallocated IP, duplicate IP, router configuration, etc.).

Handled over 4000/month of all types of business customer’s issue’s\queries in 40 states, covering Central Division, GA, IL, FL, SC, NC, TN and nine more, within set Key Performance Indicators.

Troubleshooting and solving issues related to Xfinity Products, Internet, digital voice, T.V and E-mail service,provisioning and troubleshooting, managing account’s IP addressing scheme and DNS, DHCP, Port-forwarding, Firewall configuration .uploading static IP, Tenting,SSH access.

Having Demonstrates knowledge of TCP/IP, LAN/WAN, cable modem and routers to successfully evaluate and resolve escalated help desk tickets in timely manner and follows-up with customer to ensure resolution.

Collaborating with other business partners and internal departments to resolve complex customer issues.

Identifying customer call trends and recommends process improvement opportunities.

Ooredoo Qatar. – Doha, Qatar 2010 - 2014

Lead Technical Support Analyst

Responsibilities:

Handled over 3500/month of all types of customer’s issue’s\queries within set Key Performance Indicators (KPI), and meeting Service-Level Agreement (SLA) with all Ooredoo departments All complaints and requests are for both consumer & business types of customers and comes through various channels like call, web, retail, email.

Handled Supreme Council of Information and Communication Technology in Qatar (ICT Qatar) complaints efficiently with full investigation and ensuring permanent solution).

Supervised many User Acceptance Testing (UAT) on promotions\new services with providing valued feedbacks, important enhancement notes and findings then deciding for the approval

Handled Root Cause Analysis (RCA) for sales and services raising issues related to operations support, products and services gaps, cost saving, customer’s data reconciliation, applications performance and data cleansings by conducting regular meetings with all departments to ensure superior efficiency

Updated technology tracker for issues impacting customers and resulting in complaints.

Initiated new required Customer Relationship Management (CRM) forms based on needs

Enhanced complaint management Contact Center for the implementation of Ooredoo most important project such FTTX, MNP Prepared RFQ’s and RFP’s

Ooredoo Qatar – Doha, Qatar 2008 - 2010

Technical Support Analyst

Responsibilities:

Identify, diagnose and deep troubleshoot over 3000/month customer calls for service errors (ADSL/ Fiber / Mobile broadband / Mobile Data Access / Black berry.

Installed/configured 330, 536v6, Thomson TG 585 v7, ADSL and Mobile Broadband Service

Changed Tilgin and Thomson TG 585 v7 security policies

Configured and troubleshooting hardware and software internet problems

Upgraded Customer speed and TV packages

Rested Customer password in Eqtel,Nojoom, list user

ADSL, Mozaic TV, Dial-up, ISDN, GPRS and Mobile Broadband troubleshooting

GPRS mobile setting, computer configuration and troubleshooting

Troubleshoot and diagnosed (Fiber / Mobile broadband / Mobile Data Access / Black berry) service

Mozaic TV service modification (password reset / WiFi reset / hard reset) Updated I/O lists .

Education

Diploma in Information Technology 2000 - 2004

College of Technical Sciences

Khartoum, Sudan

Integrated Diploma, 2007 - 2007

Advance Wireless Communication

Lorion Telecom, Hyderabad, India

Related Courses & certificates

CCNA Cisco Certified Network Associate,US 2016 (ID: CSCO12906729 )

MCSE Microsoft Cetified System Engineer, NIIT, India 2006 (ID : SR2329029)

ABC's of Telecommunications, QTEL Learning Centre, Qatar, 2008

WIMAX Technology, QTEL Learning Centre, Qatar, 2008

WIFI technology, QTEL Learning Centre, Qatar, 2009

Training program (New call center agent), QTEL Learning Centre, Qatar, 2009

MS Excel 2007 Advanced, QTEL Learning Centre, Qatar, 2009

E-Learning: Quality in a Support Center, Qatar, 2011 and Support Center Services and Work Environment, Qatar, 2011

SSM(Self Service Management) for troubleshooting internet issues, HDM (Home Device Management), CSR Console and Remote access for home CPE’s, QTEL ISP (Internet Service Provider), Qatar, 2010

Me and My Customer I, II, III, QTEL learning Centre, Qatar, 2008

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