Mohamed El-Nazer
Customer service manager at Orange Business Services- Claim this Profile
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Topline Score
Bio
Credentials
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ITIL V4 foundation
AXELOS Global Best PracticeFeb, 2021- Oct, 2024 -
ITIL Service Transition (ITIL-ST)
Global KnowledgeOct, 2019- Oct, 2024 -
ITIL V3 foundation
-Aug, 2013- Oct, 2024
Experience
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Orange Business Services
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France
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IT Services and IT Consulting
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700 & Above Employee
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Customer service manager
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Nov 2018 - Present
• Holds accountability for the Quality of solutions provided to Customer• Acts as the customers' primary point of contact and an escalation point• Has awareness of overall and service management profitability of their customers• Proactively identify existing Customer needs, and opportunities and grow the customer relation with Orange• Work with the account team to sell Orange products and services• Create and manage Service Improvement Plans triggered by:• Quality Connect Survey (related to any and all functional areas)• Customer Complaint (including those related to customer invoices• Proactive Action (identified proactively by the CSM)• Ensure customers complains are managed and resolved in a timely manner• Prepares periodic customer service reviews• Handles non-commercial customer queries and complex customer service issues• Proactively inform customer and end-users in advance of any anticipated service interruptions• Provides capacity analysis, forecasts and recommendations• Create and Review any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers• Handles change requests, tracking of change implementation, change reporting and change billing.• Responsible for data integrity of customer information in all systems/tools• Provides customer with up-to-date technical documentation, including the Customer Operations Guide• Ensures all technical documentations are posted and updated
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OSS support engineer
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Oct 2016 - Nov 2018
. Research and identify solutions to software and hardware issues.. Diagnose and troubleshoot technical issues including account setup and network configuration.. Ask customers questions to quickly understand the root cause of the problem.. Track computer system issues through to resolution within agreed timelimits.. Talk clients through a series of actions either via phone, e-mail or chat until they have solved the technical issue.. Esclate unresolved issues to appropriate internal teams( e.g software developers).. Provide prompt and accurate feedback to customers.. Refer to internal data base or external resources to provide accurate tech solutions.. Prioritize and manage several open issues at same time.. Follow up with clients to ensure their IT systems are fully functional after troubleshooting.. Prepare accurate and timely reports.. Document technical knowledge in the form of notes and manuals.
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bp
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United Kingdom
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Oil and Gas
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700 & Above Employee
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UNIX System Team leader
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Oct 2015 - Oct 2016
Main role:• Keep following and updating BP PCE processes;• Join project team in planning all PCE projects;• Perform weekly and monthly reports of PCE team;• Supporting Administration for NetApp Storage ;• Supporting Administration for HP Cluster;• Supporting Administration for EMC Networker 8.1 ;• Supporting Administration for OS installed on workstations (Red hat 3, 4, 5);• Deploying and Maintaining Backup/Disaster Recovery plans for the UNIX environment;• Supporting, Installing and configuring Licenses server on both platform UNIX and Linux(FLEXIM. FLEXNET and RLM);• Installing and configuring systems (UNIX/LINUX) for both workstations& servers;• Planning data migration between storage servers;• Providing support documentation, including procedural documentation;• Supporting level one for Petro Technical applications (openworks, geolog, matlab, etc…);• Working continuously on PCE tasks until completion (or referral to third parties, ifappropriate).• Supporting Administration for virtual servers
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Unix System Administrator
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Nov 2013 - Oct 2016
Main role:• Supporting Administration for NetApp Storage (R200, FS3050&fs3140);• Supporting Administration for sun grid engine (Cluster);• Supporting Administration for Networker 7.6 (legato) backup system;• Supporting Administration for OS installed on workstations (Red hat 3, 4, 5);• Supporting Administration for OS installed on servers (Sun Solaris 8, 9, 10);• Deploying and Maintaining Backup/Disaster Recovery plans for the UNIX environment;• Supporting, Installing and configuring Solaris Containers (Zones);• Supporting, Installing and configuring Logical Domains (LDOMS);• Supporting, Installing and configuring Licenses server on both platform UNIX and Linux(FLEXIM. FLEXNET and RLM);• Installing and configuring systems (UNIX/LINUX) for both workstations& servers;• Planning data migration between storage servers;• Providing support documentation, including procedural documentation;• Supporting level one for Petro Technical applications (openworks, geolog, matlab, etc…);• Working continuously on PCE tasks until completion (or referral to third parties, if appropriate).• Supporting Administration for virtual servers
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Helpdesk Engineer
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Aug 2012 - Nov 2013
Main role:• Provides customers with the required support within service level agreements ensuring productinstallations, software implementations;• Troubleshoots hardware, software, peripheral, and operating system performance issues;• Identify research and resolve technical problems;• Respond to telephone calls, email and personnel requests for assistance;• Ability to setup and configure PC compatible hardware and Software;• Ability to operate office equipment including, but not limited to: computers, copiers, printersetc…• Works closely to provide all business units with relevant technical support;• Checks pre-installation requirements and site preparations for new hardware installations;• Monitors customer requirements and conveys them to the organization to guarantee the highestlevel of customer satisfaction;• Configures user accounts and roles;• Configures Groups roles;• Applies any end point configurations;• Blackberry synchronization;• Troubleshoot and solve network problems;• Problem Logging using helpdesk tools/Remedy;• Escalate to Regional teams, vendor and management when needed.
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AVIT - Aviation Information Technology
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Egypt
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IT Services and IT Consulting
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100 - 200 Employee
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Site Engineer (level 2 support) in Cairo airport TB3
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Jan 2011 - Aug 2012
Main role:• Responsible for all ARINC Airport systems level 1& 2 problems handling and troubleshooting;• Responsible for escalating all ARINC systems level 3 problems to ARINC level 3 support teamand keep following with them till insure problems resolving;• Performing preventive maintenance to the airport data center (ARINC systems, hardware andapplications);• Responsible for Airport network infrastructure problems handling;• Co-operation with the sub-contractors regarding imaging devices and network management
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Helpdesk Engineer (level 1 support) in Cairo airport TB3
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Nov 2009 - Jan 2011
Main role: Provides customers with the required support within service level agreements ensuring product installations, software implementations; Troubleshoots hardware, software, peripheral, and operating system performance issues; Identify research and resolve technical problems; Respond to telephone calls, email and personnel requests for assistance; Ability to setup and configure PC compatible hardware and Software; Ability to operate office equipment including, but not limited to: computers, copiers, printers etc… Monitors customer requirements and conveys them to the organization to guarantee the highest level of customer satisfaction; Problem Logging using helpdesk tools/Remedy
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Education
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2003 - 2009
The German University in Cairo
Bachelor's Degree, Engineering
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