Mohamed Hesham
Network Engineer
Cairo,C
Summary
Proven Technical Support Engineer with a track record of enhancing customer satisfaction and mentoring team members at Orange Business Services. Excelled in technical troubleshooting and interpersonal communication, ensuring complex issues were resolved promptly. Demonstrated process improvement skills, significantly contributing to team collaboration and effective problem-solving.
Overview
2
2
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
Technical Support Engineer
Orange Business Services
10.2022 - Current
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Updated and maintained current customer support database.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
Network Engineer
WinFi
04.2022 - 10.2022
- Established effective communication channels with stakeholders to address their concerns about the performance of the company''s networks.
- Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment.
- Helped in installing our devices in the new customer sites.
Education
Bachelor of Science - Computer Networking
German University in Cairo
Cairo,Egypt 09.2017 - 07.2022
Skills
Teamwork and Collaboration
Issue Research
Process Improvement
Interpersonal Communication
Technical Troubleshooting
Certification
CCNA
Timeline
ITIL
05-2024
CCNP SDWAN
08-2023
CCNA
05-2023
Technical Support Engineer
Orange Business Services
10.2022 - Current
Network Engineer
WinFi
04.2022 - 10.2022
Bachelor of Science - Computer Networking
German University in Cairo
09.2017 - 07.2022
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