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Mohamed Youssef CV

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mohamedramdann182
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16 views

Mohamed Youssef CV

Uploaded by

mohamedramdann182
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Mohamed youssef

POSITION NAME

Get in touch with me Education


Address : Port Said 16 B-Egypt Al-Azhar University
E-mail : [email protected] Faculty of Language and
Translation .Bachelor degree in German
Phone : 00201066245428
Language and Literature
Sep 2014 - Sep 2018
Skills and Interests
• 4years of experience in Network
Technical Experience Experience
• Fluent in German and English, spoken
and written Vodafone
• CCNA Knowledge
Incident Management Engineer - TES
Germany
• Good Analytical Skills
• Excellent Customer Orientation and high Egypt
communication Skills Jul 2019 - Present

The engineer in the incident management is


responsible for a high initial solution quota
and the smooth and coordinated execution of
the filtering of partners and carriers. As
Incident Owner, he remains responsible for
the solution of the Incident within the scope
of the agreed Customer and Service SLAs
throughout the term. For incidents that can
not be eliminated autonomously in the sense
of the defined initial solution rate, the
Areas of Expertise application of new procedures and
procedures for increasing the quota is
reviewed and measures coordinated with the
Senior Call Center Representative
service managers (Competence Teams)
Incident Management Engineer - TES
Perform fault troubleshooting, identification
Germany
and resolution for Vodafone Germany
Enterprise Customers .
Troubleshoot and Isolate Problems on
different Vodafone Germany Products not
limited to Company Net, Internet Business,
International and National Carrier .
Solve the Incident within the comply SLA and
meet the agreed KPI
Deal with different Internal Competence
Teams ,Carriers and 3rd Parties to solve the
ticket when needed to solve the ticket within
SLA

Concentrix
Senior Call Center
Egypt
Apr 2017 - May 2019

As a Senior Call Center Representative, i


we’re responsible for helping members with
inquiries, ranging from account balance to
fraud and loan questions. Able to handle
service complaints coordinating inter-
departmental investigations when required
and communicating with the member as
required.

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