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.