A H M E D L O T F Y A B D E L A L E E M Address: 3rd El Huda Street, Esbates, Elharam,Giza, Egypt.

Mobile: (20) 100-30-72720 (20) 111-58-98280

E-mail: ahmeds_acc @hotmail.com OBJECTIVE Seeking a job at a reputable company where my background and

experience can be well utilized in a respective position.

EDUCATION 2000-2005 Cairo University Giza,

Egypt Faculty of Commerce, accounting dept. Grade: Fair

SKILLS Computer Skills:

July 2016 acquired MCSA (Microsoft Certified Solution Associate )

certification Configuring Advanced Features windows server 2012 70-412 – Self

Studied Administering windows server 2012 70-411 – Self Studied Installing and configuring windows server 2012 70-410 – Self

Studied Cisco Certified Network Associate (CCNA) – Self Studied Cisco Certified Entry Network Technician (CCENT) – self studied International computer driving license (ICDL) by EUTS World Class Customer Service ( GRP ) by FGF The dale Carnegie seminar (DCS) - by FGF Excellent Knowledge of Microsoft windows xp, windows 7 and

windows 8. Excellent Knowledge of Internet. Very Good knowledge of solving network software and hardware

problems. Language Skills: Native language Arabic. Very Good command of both written and spoken English.

EXPERIENCE

September 2016 till now , working as a System administrator for Mobica Office Firniture manufacturing.

Job Responsibilities:

Manage and maintain servers. Maintain and verify backup servers/systems. Manage all network hardware and equipment, including

routers, switches, hubs , and printers. Provide first hand support, IT training, and troubleshooting to

all office staff for IT matters Ensure network connectivity of all workstations. Administer all equipment, hardware and software upgrades. Administer and maintain end user accounts, permissions, and

access rights. Perform system backups and recovery.

June 2014 – June 2016 , working as a Quality Assurance Advisor for OSN (Orbit Showtime Network )

Job Responsibilities : 1. Listening and evaluating call center (live and recorded ) calls

based on the company’s policies, handling etiquettes. 2. Provide Quality sessions to customer care advisors and assest

them on how to handle different types of calls . 3. Provide Technical Training to customer care advisors to make

sure any technical issue will be solved in minimum time 4. Provide side by-side and remote assistance to customer care

advisors 5. Preparing both daily and monthly reports and sending them to

the concerned departments . May 2014 – June 2014 coaching assignment in CNE (Cable

Network Egypt) during the launch of OSN’s new decoder. March 2013 Got promoted to senior customer care advisor

Job Responsibilities :

1. Troubleshooting customer’s issues ( Technical – Non Technical )

2. Answering customers inquires about services we provide. 3. Handling escalated customer’s in a proper way to solve their

issues. 4. Schedule maintenance visits by using ticket system if

troubleshooting steps didn’t solve the issue. 5. Follow-up with the customer’s after maintenance to make

sure issue is solved, close the case after being solved.

2

Jan 2011 Worked as a customer care advisor for OSN (Orbit showtime network).

Nov2010 International Computer Driving License course (ICDL) By EUTS , Grade “ Excellent “

Oct 2010 World class customer service course (GRP) Cairo, Egypt Sponsored by the Future Generation Foundation (FGF). The dale Carnegie seminar (DCS) Cairo, Egypt Sponsored by the future generation foundation ( FGF) and provided by dale Carnegie and includes:

• Build greater self – confidence • Strengthen people skills • Enhance communication skills • Reduce stress and improve our attitude

June 2010-Oct 2010 Basic Business Skills Acquisition (BBSA) Cairo, Egypt Sponsored by the Future Generation Foundation (FGF) Training Developed Language and Computer Skills Enhanced Presentation & Project Development Skills Acquired Basic Business Skills including: Marketing, Sales, Banking,

Accounting, Business Correspondence and Report Writing. Feb 2010-Apr 2010 Fixing Computer Hardware problems course

,Smoha Academy. Oct 2007 – Dec 2009 Worked as Co-Supervisor electrician technique

in Falcon constructions,6 October city

INTERESTS Playing Chess, Reading and Fishing.

PERSONAL INFORMATION Date of Birth: 25\5\1983

Marital Status: Single Military Status: Done

3