Wassim Agban

I ask for your review of my qualifications and to be considered for a suitable position in the Technology Management Service Desk field.

 Vodafone Global Intranet Support Desk Senior Eng. For Vodafone Support Organization From Sep. 2004 till present.
"It's a centralized service desk located in Vodafone Egypt and being managed by Vodafone Information System Co. in Germany. It is supporting the Global Web Enabled Applications for all Vodafone Companies over the world; around 63.000 employees located in 23 companies in 18 countries."

 Service Desk/Incident Management :
• Receive and record all calls from users.
• Provide initial assessment of all incidents and make first attempt at incidents resolution and / or refer to second line support .
• Monitor and escalate all incidents.
• Keep user informed on status and progress.
• Tickets closure.
• Development & execution of reports.

 Customer Satisfaction / SLA Compliance (Ensures that all customer needs / requirements are included and delivered on time according to their priority) :
• Monitor helpdesk performance & backlog.
• Escalate overdue service requests with appropriate parties.
• Participate in Monitoring and optimisation of the service quality.
• Perform End-User satisfaction surveys.
• Handle customer and Service Level Management complaints.

 Supervising & Coaching :

• Monitor helpdesk agents’ performance.
• Coaching and supporting helpdesk agents.
• Interviewing and evaluating candidates for the Central Helpdesk.
• Training for all the new comers.

Bachelor of Science in Business Administration 1997
Faculty of Management, Computer Science Dept.
Sadat Academy for Management Sciences. Cairo, Egypt.
Evaluated as a Bachelor Degree by the American Education Research Corporation
(AERC)

Microsoft Certified System Eng. (MCSE)
Microsoft Certified Professional (MCP):
1-Installing, configuring and administering Microsoft win 2000 professional.
2-Installing, configuring and administering Microsoft win 2000 server.
3-implementing and administering Microsoft win 2000 network infrastructure.
4-implementing and administering Microsoft directory services infrastructure.
5-Designing Microsoft win 2000 directory services infrastructure.
6-Migration from Microsoft win NT4 to Microsoft win 2000.
7-Designing security for Microsoft win 2000 network.

Significant Courses
General Courses
• Interpersonal skills. (American University in Cairo)
• Cross culture communication. (American University in Cairo)
• Customer Relationship Management. (American University in Cairo)
• Time management skills. (Vodafone Academy)
• 7 habits for highly effective people. (American University in Cairo).
• IT Service Desk Queue Management (Accenture IT Co. In Dublin, Ireland).
• Incident management (Vodafone Information System in Dusseldorf, Germany).


IT Processes
• Microsoft operations framework (MOF) (Microsoft)
• ITIL foundation (Self study)

Web Developing & Designing Tools
• Visual Basic .Net

System Engineering
- Network Essentials
- TCP/IP
Operating System
- Windows 2000 Professional
- Windows 2000 Server

Data Base
- PLSQL

PROFESSION SKILLS
• Handle problem recognition, research, isolation, and resolution for system and network connection problems.
• Young dynamic, self motivated. Intelligent, reliable, and active. Plus a talent of picking up and comprehending new assigned tasks.
• Team building.
• Problem solving.
• Business Writing & Presentation Skills.
• Organizational Behavior.
• Working in teamwork.
• Leading changes and assigning the advantages and disadvantages to a previous period in a team work.

Language skills
• Arabic : Native Language
• English : Very Good
• German : Good