Customer Service Technical Support

Mohamed EL Didy

Technical / Helpdesk support / Testing engineer

Troubleshooting – Communication –customer service - Testing

Technical SKILLS

CCNA 200-125 (Certified)

Windows XP, 7, 8

Troubleshooting

PL/SQL

System Upgrades

Help-desk customer service

Microsoft Software Installations

Basic Knowledge about VMware,VMware ESXI,Vcenter

Hardware Configurations

Testing

MS Outlook

Integration test

Complaint Handling

Function test

Regression Test

User acceptance test (UAT)

Test Planning

Experience:

Helpdesk Specialist at Convergys (March 2017)

Help-desk customer service

Handling Microsoft customer complaints

Troubleshooting Microsoft Windows 8 and 10

Troubleshooting Microsoft Surface (RT,Surface 2, Surface 3,Surface 4,Surface Pro2,Surface Pro 3, Surface Pro 4,Surface Book)

Technical support engineer at Alshaya technology Dept. (May 2014-July 2016)

Monitored all the servers including Dell storage, tape library and the virtualization

(VMware) Alshaya

Created virtual machines and clusters

Installed ESXI 5.1

Configured virtual machines and clusters

Troubleshooting virtual machines and servers

Provided technical assistance and support related to computer systems

Monitored EqualLogic PS6110 storage

Installed and configured computer hardware operating systems and applications

Monitored and maintained computer systems and responding within agreed time limits to call-out

help-desk customer service technical support

MS: Windows OS, Windows Server 2008, MS Outlook/Exchange

Testing and integration Sr. engineer at Orange Egypt, IT Dept. (From May 2007 to April 2014)

Solid background in testing and integration with systems in designing test plan, test scenarios,

Test execution, defect tracking and giving Post deployment support In addition to implement and test

The solution promotions and free units Commercial offers and all provisioned services

Managed all BSCS modules

Implemented and tested solution for all the promotion and free units for all commercial offers

Managed testing with all integrated system (IN, USSD, HLR and EAI ……)

Responsible for testing all provisioned services with HLR

Performed billing batch chain

Analyzed project, technical specifications and other related software documentation for clarity, consistency, and testability.

Developed new and maintain existing manual documented test cases, test plans, test procedures and deployment plans based on specifications to ensure all product functionality and requirements are met.

Managed complex technical testing and deployment tasks.

Maintained and updated the software test environment configuration.

Utilized test methodologies to support manual test execution in order to achieve goals of a release cycle.

Reported issues during testing by using and maintaining a defect tracking database including entering defects with correct terminology and standards as well as running and creating queries as needed.

Participated in continually improving testing & deployment methodologies and processes.

Communicated effectively with other testers, development, support, operation and project management to track outstanding problems.

Reviewed production documentation for correctness, clarity, thoroughness and ease of use.

Proposed, communicated and followed up the execution of the deployment plan for any (new component/batch/fix) on the technology management production.

Evaluated and reported test and deployment results.

Escalated to the manager in proper time and context.

Defined test cases that elicit the required product behavior.

Identified the expected behavior as specified in the requirements.

Extracted performance and stress test cases.

Ensured that the product does not exhibit any unintended behavior.

Projects:

Data charging swap project (volubill to CS5) Ericsson

Creation of new NDC

Bscs V6 Migration to BSCS IX R2

Systems:

Billing & rating (BSCS IX R2)

USSD

CS5 (Data charging system) Ericsson

Provisioning systems (Kabira system)

Education : Bachelor degree in CommunicationEngineering;2006Cairo University.

Graduation project Designed a tracking system (Software and Hardware) to track any moving object

Using a GPS navigating system connected to a Mobile communication system, by

Sending the co-ordinates of the tracked object as a TXT message to our mobile

Courses:

December 2016 Cisco Certified Network Associate (Certified)

December 2013 Project Management Professional (course completed)

November 2006 GSM Communication Course; High Tech. Communication Centre

April 2009 BSCS IX

August 2008 UNIX Shell programming UNIX

July 2007 SQL Introduction to PL/SQL; IT EGYPT Partner to ORACLE

Personal skills:

Ready to work under stress in a tough environment and heavy load work Circumstance.

Customer service mindset and strong communications skills.

Managing and controlling emergency situations at work and handling multiple tasks.

Self-educating abilities and eager to learn more.

Dynamic and sociable.

Personal Data:

Nationality : American

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