Ahmed Gad

Ahmed Gad Mail:-, Phone : - / - Objective :   High Potential , Punctual , willing to invest my skills and gain more experience , Having 3 years UAE experience in Dubai & Ajman , One year in Saud Arabia and past experiences in Egypt , Can Join Immediately . Experience : Customer Support Employer : TASC ( 2018 – 2019 )   Dubai , UAE Al Tayer / Ecommerce Industry to support Luxury brands “ Ounass - NASS - MamasandPapas GAP “ , managing Sales on Behalf , Return Process , Direct contact with the Last Mile , Warehouse team to assure Order delivery . Dubai Design District / Real State Industry Supporting cases related to Leasing , Facility Management , Events , Permissions , Direct connection with the PRM (Business Development team ) Sr. Technical Customer Support Employer : Etisalat Emirates ( 2015 – 2017 ) Ajman , UAE Supporting Prestigious Customers In triple play " High speed internet , Landline , IPTV " as well as Mobile Services / Packages . Most of the issues resolved on the spot to assure First call Resolution , however some cases needs escalation through a complaint or sending an email to the appropriate department . We resolved Billing issues as well . Assure customer satisfaction , Average handling time , Customer retention and Customer effort reduction . Project Engineer /Coordintor Employer : AL-TAKNIA Telecom ( 2013 – 2014 ) Riyadh , Saudi Arabia Our Customer : Mobily Saudi Arabia . Project : ONT Installation project to provide HSI ,Landline and IPTV services (3P) . Representing the company in MOBILY FTTH project , Dispatching & Management of 10 teams of technicians , Field support , Coordination , Reporting , Closure on the Siebel , awareness of the Field Work - Fiber Splicing "fusion splicing machines" , OTDR " Optical time domain reflector" . IT Service Desk Employer: Olympic Group ( 2010 – 2012) Cairo , Egypt First point of Support and IT Service delivery over the phone,through mails or face to face , FCR : Resolve about 20 % of the tickets in Networks, OS, Printers, Scanners, Active Directory, Mail, and Oracle ERP , Escalation to the Second line of Support or the Solutions team through a ticket on IBM-MAXIMO software , Coordination : between all departments of the IT to provide a service to end users , Direct contact to the Supply Chain team make sure of the buget and Assets . Reporting & Maintaining SLA for every ticket was a very effective role that we handle. EDUCATION :   Bachelor of Engineering in Electronics & Communication Cairo University . -) Accumulative grade : Good Year of graduation : 2009 Zewail Language school . -) Primary language : English , Secondary : French Major Achievements / Values added : 1 – Awarded from Etisalat SVP Ms. Abilasha Hans for Customer Effort Reduction for the overall 2016 . 2 – Introducing Call flow/ Scenario for the call center in Dubai Design District identifying the processes and actions to be taken based on customer needs & responses COURSES:  SQL Data Analysis Dipolma to gather and manipulate Business Data , including the below Modules : SQL SELECT , FROM , ORDER BY , WHERE , LIKE , IN , BETWEEN , OR . SQL joining ERD Concept , Prinmary/ Foreign keys , Joining tables . SQL Aggregations Sum , MIN, MAX , GROUP BY , HAVING , DATE functions , CASES . SQL Subqueries &temporary tables . SQL Data Cleaning LEFT , RIGHT , POSITION , UPPER/LOWER , CONCAT .  Soft Skills : Communication Skills , Presentation Skills , Emotional Intelligence .  Lead Your Own Business - Mini MBA equivalent course including “ Sales , Marketing , Finance , HR , Project Management “ Sponsered by Shell .  Technical Courses GSM course , MCSE course , Data networks  Cisco CCNA , Huawei “HCNA” , Alcatel ACFE “Alcatel Certified Field Expert “ , Red Hat LINUX Essential course , Operating System course , ICDL course , Microcontroller course , MATLAB .