Work experience

Work experience

May 2012 - Present

Helpdesk and Training Specialist

To support and troubleshoot customer problems through helpdesk functions. To deliver, evaluate and review training programmes for customers across the Amadeus network. • Attend to customer calls put through the helpdesk, analyze and provide immediate troubleshooting or escalate issues to 2nd level support departments as required, in order to facilitate prompt problem resolution and improved customer service levels • Conduct classroom and on-site training on all Amadeus related products such as, but not limited to basic functionality, central ticketing, reissue, refunds, customer profiles, MCO, hotels & cars, queues, advanced fares, tips & tricks in order to strengthen technical and product knowledge of all users • Prepare, regularly update and provide documentation on Amadeus functionalities to all agents and users in order to optimize use of functionalities • Carry out field support visits to key customers to increase their product knowledge and customer satisfaction • Execute daily tasks such as tracking PNRs, queues, requests or complaints from customers or providers in order to have a structured workflow in the departments. Log all calls and cases in the internal customer relationship management system (CRM) to review and improve service levels • Establish and maintain good working relationships with concerned project owners and line departments in order to provide ideal learning solutions to support roll outs • Seek feedback from Amadeus customers concerning product training and quality of helpdesk and suggest improvements where appropriate, to ensure consistency in the quality of service delivered • Provide direct manager with reports on field support visit outcomes, customer satisfaction levels and propose the necessary measures to improve overall customer satisfaction. • Pursue professional development in order to keep abreast with technical related products, functionalities and internal procedures and industry best practices
Sep 2007 - Present

Egyptian Tour Guide

freelancer tour
Jul 2010 - May 2012

EUS Team Lead

IBM Global Services
Run & manage the daily operations of the inbound/outbound activities in Egypt, India & Canada for 6 big Canadian accounts (Voice, Email & Sametime Chat). Plan for the daily manpower forecasting (Agent Utilization) based on the historical inbound call reports. Support, coach and manage a team of call center agents to ensure that both operational targets and service levels are achieved. Communicate performance against objective with the individual team members and to monitor constantly their performance in terms of agreed key performance indicator (log-on time, time in wrap, average handle time, technical knowledge & C-Sat) Attend to any high level customer complaints received by team members. Identify areas for service gap and make action plans.
Jan 2011 - Dec 2011

Transition Catcher

IBM Global Process Services
- Prepares detailed project plans, strategies and project management plan for the implementation of an engagement within the standards of project management methodologies. -Defines project scope, captured in the services statement of work, by working closely with the customer and IT to identify specific customer requirements. Requirements are categorized into a project plan detailing schedules, controls, resources, costs and daily tasks. -Responsible for creating goals and milestones within a project to ensure IBM Cairo''s commitments to the customer are achieved. Prepares, maintains and submits clear & concise activity/progress reports and time recording/management reports in accordance with published procedures. - Communicates to all concerned parties project milestones, status updates, as well as any existing or potential customer escalation issues. Proactively follows escalation and change control processes. - Recruiting (Agents & Team leaders) - Technical Training
Mar 2009 - Nov 2009

IT and Facilities manager

Stream Global Services
Raya Holding, 2nd floor, Block 7A, Al Hay Al Motamayez, 6 October City, Egypt January 2009 Recruiter for Stream Global Services Egypt 2/3/2009 – 15/5/2009 Local IT implementation for Netgear & Sirius project Mentor and trainer NetGear, IT implementation administrator & Stream SPOC dealing with Raya Delivering updates to Netgear Agents basis on the agenda of the client 15/5/2009 - … IT, Facilities Specialist & Stream Official SPOC with Raya As part of my job is to install computers for new Hires, creating accounts, mail and database on lotus notes, install and monitoring server, maintain and monitor cisco switches 3560. Install Nortel, Avaya and Nortel soft phone. Creating IDs for new Hires Provide Buses schedule bases on ops needs Tour Guide for stream Cairo visitors & clients


2002 - 2006


Ain Shams University
1991 - 2002

Thanaweya Ama

College de la salle DAHER





Project Planning

Team Building

Performance Management

Change Management

Business Process Improvement

System Administration

Active Directory

Vendor Management

Employee Training

Business Process



Lotus Notes

Time Management

People Management

Problem Solving

Communication skills

Customer Experience






Six Sigma

Software Documentation

Disaster Recovery


Contact Centers

Process Improvement

IT Operations

Project Management

Service Delivery

Customer Service


Call Center

Technical Support


IT Service Management


Customer Satisfaction




Team Leadership

Call Centers

Team Management