Haitham Youseef

**HAITHAM YOUSSEF** 📍 Cairo, Egypt | ✉️- 📞 - --- ### **TELECOMMUNICATIONS TECHNICIAN** *Network Specialist | Customer Solutions Engineer | Technical Support Lead* **Core Strengths:** ✓ VoLTE/IMS Provisioning ✓ 4G/5G Network Diagnostics ✓ CRM Systems Integration ✓ Technical Customer Success ✓ Multilingual Support (EN/AR/RU) ✓ Process Optimization --- ### **TECHNICAL EXPERIENCE** **Vodafone UK** | **Technical Support Specialist** *2024-Present | Remote/Cairo* ▸ **Network Troubleshooting:** - Resolve 50+ daily cases involving VoLTE call drops, IMS registration failures, and 5G handover issues - Reduced repeat troubleshooting tickets by 30% through improved documentation ▸ **Systems Expertise:** - Salesforce CRM power user (97% case resolution accuracy) - Administer Clarify ticketing system for 200+ monthly cases ▸ **Technical Leadership:** - Train team members on RAN-level troubleshooting techniques - Created 15+ knowledge base articles on common network issues **Vodafone Egypt** | **Senior Customer Service Agent** *- | Cairo* ▸ Pioneered technical support protocols for Egypt's first 3G rollout ▸ Managed VIP customer escalations with 89% satisfaction rate ▸ Fluent in telecom billing systems and tariff structures --- ### **TECHNICAL PROJECTS** **5G Readiness Initiative** | Vodafone UK | 2024 - Tested 50+ device models for 5G SA compatibility - Identified 3 key firmware issues affecting VoLTE handovers **CRM Optimization Project** | Vodafone Egypt | 2010 - Reduced average handle time by 25% through UI customization - Implemented automated ticket categorization --- ### **CROSS-INDUSTRY TECHNICAL SKILLS** **Automotive Systems** (Generation Motors-): - Dealer Management Systems (AutoSoft) - Vehicle diagnostics tools **Data Analysis** (Arabity Magazine-): - Advertising performance metrics - ROI calculation models --- ### **CERTIFICATIONS & EDUCATION** **Telecom Credentials:** - Vodafone Certified Network Associate (VCNA) - 2024 - ITIL Foundation Certification - 2011 **Toronto International University** MA Counseling Psychology | 2015 *Thesis: "Stress Management for Technical Professionals"* **Higher Technological Institute** Diploma in Mechanical Engineering | 2006 --- ### **TECH STACK PROFICIENCY** **Telecom:** - IMS Core Networks ★★★★☆ - SIP/RTP Protocols ★★★☆☆ - 5G NSA/SA Architecture ★★★★☆ **Software/Tools:** - Salesforce CRM ★★★★★ - Wireshark ★★★☆☆ - Python (Basic Scripting) ★★☆☆☆ --- ### **ADDITIONAL ASSETS** **Bilingual Technical Trainer** - Conduct workshops in English/Arabic - Translated 30+ technical manuals **Engineering Mindset** - Mechanical background aids in hardware diagnostics - Process improvement specialist