Technical Support Customer Service

Michael M. Hanna

**** ******** **, **********, **, 08060 Cell Phone: +1-732-***-****

************@*****.***

A skilled help desk with over 9+ years’ experience providing user support and desktop solutions in high demand work environments. Proven ability to diagnose problems, find the root cause and supply lasting solutions.

Nokia Networks, Egypt (2012-2016)

IT Department

Middle East Help Desk:

Proven success working in high-volume, 24x7 technical support. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving users issues.

Designed and implemented sites ticketing system which increased efficiency 20%.

Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows based end points (Laptops Desktops) Tablets & Smartphones (IOS & Android) and Microsoft Office.

Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent problem-solving skills and patience in dealing with frustrated users.

Responsible with Network team to apply users access and policies to Windows 2008, and 2012 Servers.

Applying excellent customer service skills and exceeding customers’ expectations.

Support disaster recovery plans, performing regular backups and creating Ghost images of workstations prior to upgrades.

Detailed Documentation for the incident and it’s lifecycle from occurrence till solution.

Supervise complaint ticketing system and follow timely resolution of all work orders

Complete all projects on or ahead of schedule.

Incident Management:

Outperformed peers by maintaining outstanding record of technical support service, resolving 95% of all trouble tickets without escalation.

Ensure monitoring end-to-end services in real-time to ensure SLA and KPIs fulfillment

Ensure accurate and timely creation, update and completion of all trouble tickets with prompt

escalation and notification of major faults.

Alcatel-Lucent, Egypt (2008-2012)

IT Department

Helpdesk \Technical support:

Installed, repaired, maintained, and upgraded Windows desktop and Windows notebook computers.

Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio.

In-depth knowledge of branded and non-branded PCs, laser printers, laptops, and peripherals.

Maintenance and installation of workstations, printers, and peripherals.

Proven skills in Windows 7, Microsoft Office 2007/2010 and Antivirus software.

Maintained confidentiality when working with passworded or sensitive materials.

Respond to user service requests and resolve trouble tickets to maximize system uptime.

Deploying new workstations and printers, installing operating systems, applications, and drivers, and configuring network properties and hardware.

Integrating technical knowledge and business understanding to create superior solutions for customers.

Quality by providing continual improvement recommendations/direction setting advice within work team.

Alcatel-Lucent, Egypt (2006-2008)

Project Management Office

Project Management

Train the Trainer “TtT” MEA Program Management.

Service Supplier & Customer Competence and Development META Program Management.

Educational Profile

MODERN ACADEMY, Bachelor degree, Management Information System, May 2005.

College Des Frères, December 1998

Skills

Languages -

English

French

Arabic

Skills –

Troubleshooting, issue resolution & root cause analysis.

Communication Skills with the customer, response behavior.

End-user Training, Support &System Implementation

Rapid Ticket Response Times& client Relationship Management

The ability to make business decisions and lead subordinates within a company.

Observation skills to the work environment, the procedures, interaction and to implement adjustments to improve results.

Certificates

Lean Six Sigma Green Belt “ Project Management Institution”

Certified Information Manager (CIM)

Microsoft Certified Professional (MCP)

Certified E-Business Associate (C EA)

Microsoft Certified Professional System Engineering (MCSE).

Certified Information System Professional (CISP).

CARES REMEDY for RTS Engineers

CARES REMEDY Global Welcome Centers Operations Personnel

CARES REMEDY for Service Managers and GWC Back Office

Alcatel-Lucent Quality Training (TL 9000)

NSA - Service Provider End User Information

NSA - Access Control Plan Policy and Procedures

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