Freediving Instructor

• Feb 2019 - Present

Software Engineer/Support Engineer/Analyst

• Jul 2011 - Present

Web/Windows/Mobile Development Web/Windows/Mobile Development

Customer Support Engineer

• Jul 2018 - Feb 2019

Supported Jive Software and worked on complex issues and the challenge that comes with escalated tickets as part of an international team of tech specialists responsible for ensuring the highest quality of customer service by using the latest technologies and toolsets, helping the customer and de-escalating situations via technical, analytical and communication skills. Supported Jive Software and worked on complex issues and the challenge that comes with escalated tickets as part of an international team of tech specialists responsible for ensuring the highest quality of customer service by using the latest technologies and toolsets, helping the customer and de-escalating situations via technical, analytical and communication skills.

CRM Analyst

• Jul 2014 - Dec 2016

Working as CRM Analyst in Vodafone Egypt CRM Team. The work in the CRM Team for such big multinational allowed me to gain more and valuable insight into CRM processes, including full life cycle implementations, business functionalities, CRM service modules and clearing gaps between what Customer needs and what Business wheels can afford; getting the most out of technology to drive business expansions especially in Customer Care Activities and Customer Loyalty Processes.

Application Support Engineer

• Mar 2014 - Jul 2014

Worked as Application Support Engineer in Vodafone Egypt CRM Application Support Team. The work in such big multinational allowed me to gain valuable business experience in Telecom industry especially in Call Center, Retail and Corporate activities and services in different domains like GSM, ADSL/SDSL, Charging, Billing (BSCS), Campaigns, Activation process, Network Integration and Customer Loyalty.

Senior Software Engineer

• Jul 2014 - Dec 2014

Projects:-Vodafone Egypt Project

Application Support Engineer

• May 2012 - Jul 2014

Projects:-Etisalat Misr Project-Internal Systems Administration-Vodafone Egypt Project

Application Support System Analyst

• May 2012 - Dec 2013

Worked as System Analyst in Etisalat IT Application Support Team. The work in such big multinational allowed me to gain valuable business experience in Telecom industry, along with an understanding of the companies activities and integration points, especially in ISP services. In my day-to-day activities I was supporting the "ISP Corporate Application" which is built over Microsoft Dynamics CRM platform. Such system is integrated with different applications such as Billing System (BSCS), Network System (NTS), Customer Sales Support (CSS), Etisalat Portal (www.etisalat.com.eg) and Trouble Ticketing System (HP Service Manager). I dealt with all the Previous systems and I also dealt with the Change management System, Internal Monitoring System (IMS) and Issue Tracking System. In short the ISP Corporate Application supports Etisalat's CRM to increase customer satisfaction and revenue streams through managing order's workflow for various Corporate Customers ISP services to provide products and services that enables a more sustainable environment for them in a rapid challenging market. Show less

Student

• Sep 2007 - Jul 2011

Studing Computer Science and Many Related Fields like Mathematics, Electronics, Logic, and even more. Made over 20 projects over my educational four years. At Last i had graduated from Information System Department. Graduation Project was Business Intelligence based system for Automotive CRM. Studing Computer Science and Many Related Fields like Mathematics, Electronics, Logic, and even more. Made over 20 projects over my educational four years. At Last i had graduated from Information System Department. Graduation Project was Business Intelligence based system for Automotive CRM.