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Mohammed Rizk

Mohammed Rizk

Senior Technical Support Agent

Etisalat UAE

United Arab Emirates

To succeed in an environment of growth and excellence and earn a job which provides me job satisfaction and self-development and help me achieve personal as well as organizational goals and To excel in my field through hard work, research, skills and perseverance. For the last 3 years I did developed an experience in a custom...

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Etisalat UAE

Senior Technical Support Agent

Providing support and consultancy to the Business customers Solutions, especially Data Network connectivity:
IP Based: MPLS (L2 & L3), Managed Services, Internet (leased line, Ethernet, ADSL, GPON) technologies.
Legacy Networks: like ATM, Frame relay, etc.
Maintaining Service Level Agreement among all concerned departments along with customer.
Coordinating with Etisalat global partners like AT&T, BT Global, SingTel, MCI VERIZON, BATELCO ….etc for local and global data links fault resolution.
Providing day to day activities and requirements to the key persons like, Account Managers, Service Managers, etc.
Maintaining the workflow between Access, and Core Network teams to provide a better customer Support.
Maintaining the services quality reports to provide an accurate analysis, helping in incidents, and problem management.
Providing the consultancy towards the Products, and Services behaviors, helping in continual Service Improvement.
Providing the suitable training to the service desk staff, helping in the levels of the incidents’ resolutions.