Ing. Ahmed Hegazy

Technical Part: • Responsible for managing more than 400 laptop and desktop (imaging, upgrading OS, maintenance). • Responsible for Onboarding and off boarding process. • Managing users and computers accounts on the domain with a Domain Admin Privilege. • Responsible for ensuring devices are securely patched and no vulnerabilities, Antivirus updates and reporting into global process using (Radia- HPSA- EPO-Big Fix).

 Second line support for all VF Egypt internet users’ inquiries (Technical /Billing).  Follow up with the third line support to make sure that all escalated problems will be solved in the appropriate time.  Support in configure Static IP, DVRs and IP Cam.  Coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s internet Service and relative hardware.  Ensure elimination of wrong transactions that leads to financial negative impact.

• Support first line problems of ADSL connections up and down Q. • Escalate problem to second line if needed and follow up with the customers. • Handle customer’s escalations and complains and exceed extra mile with customers to insure best customer experience.

Bachelor Degree in Law