Assem Sobhi

About the Candidate

PROFILE
I have 15+ Years of knowledge and expertise in the fields of Technical Support, Application Support, Networking, Cloud, and Virtualization, with experience in Web Development and E-Commerce domain, coupled with proven leadership and organizational skills, and minute attention to details. I am looking for a challenging position where I can apply my skills and qualifications and learn new skills along the way.
KEY SKILLS
Analytical, Leader, Customer-oriented, Flexible / Adaptive, Supportive, Quick learner
PROFESSIONAL EXPERIENCE
Nov. 2021 to Present
Technical Support Engineer Level 2 at VMware
Cairo, Egypt
• Supported VMware Cloud Director (vCloud Director).
• Resolved customer’s issues via the telephone, email or zoom session.
• Reproduced issues in-house and responded back in a timely manner.
• Did follow ups with customers with recommendations, updates, and action plans.
• Escalated issues in a timely manner according to Standard Operating Procedures.
• Leveraged internal technical expertise, including peers, mentors, KB, community forums and other internal tools, to provide effective solutions to customer issues.
• Created new KB articles to capture new learnings for reuse throughout the organization.
• Participated in technical communications within the Tech. Support team to share best practices and learn about new technologies.
Dec. 2019 to Nov. 2021
E-Commerce Application Support Supervisor at ExpandCart
6th of October, Egypt
• Set goals for performance, deadlines, SLAs, and KPIs and communicate them to subordinates.
• Monitor employee productivity and assess their work quality and provide constructive feedback and coaching.
• Prepare and submit performance reports and analysis to department head.
• Delegate and supervise tasks to subordinates through shifts, and cascade new information updates to subordinates as required.
• Receive complaints from other departments and resolve escalated problems.
• Act as technical consultant for other departments as needed.
April 2018 to Dec. 2019
E-Commerce Application Support Engineer at ExpandCart
6th of October, Egypt
• Identify and evaluate technology solutions to fulfil users requests.
• Troubleshoot all user issues and make sure they are resolved at first instance.
• Onboard new users.
• Identify and report potential issues and weaknesses in the system.
• Work with cross-functional teams to ensure maximum customer satisfaction.
• Assist in maintaining E-Commerce content and support documentation and help center.
Jul 2015 to June 2017
IT Help Desk Support Engineer at Orange Egypt
Cairo, Egypt.
• Provide timely and professional technical support for all IT incidents received by phone or through the web self-service tool.
• Respond to all escalations on a timely manner in line with the Incident Handling Policy.
• Provide updates to the customers per the Incident Handling guidelines. Updates include managing updates notifications, Email and Telephone communication.
• Diagnose incidents utilizing administration tools or remote-control utilities to troubleshoot PC, operating system or system incidents.
• Document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.
• Perform technical escalations in line with Incident Handling policy.
• Ensure incidents are routed to the proper next level/organization as part of the incident management process.
• Liaise with other relevant departments e.g. Office IT, Infrastructure, Security, Data Center, etc. to ensure all incidents are managed properly.
• Maintain a good degree of technical knowledge of all Orange Business Services IT services and applications.
• Maintain a thorough understanding of the tools, systems, and processes required to provide quality customer support.
Jul 2007 to June 2015
Customer Service & Technical support Team Leader at Orange DSL
Cairo, Egypt.
• Lead the team to reach the defined objective and service quality level.
• Perform daily coaching and monitoring for team members.
• Managing team attendance and adherence.
• Monitor the incoming calls to determine if those calls related to a general problem or not and take the required action.
• Make the shift reports to the call center management and generate new reports if needed.
• Handle the escalated calls and angry customers.
• Train the new agents on the customer service workflow.
• Manage the call center daily operation tasks in the absence of SPVs/Manager.
Jul 2005 to May 2007
Customer Service & Technical Support Representative at LINKdotNET
Cairo, Egypt.
• Help customers over phone and provide technical assistance to them.
• Answer inbound calls in a professional, friendly manner.
• Route problem tickets to different departments and following them up till problem resolution.
CERTIFICATES AND TRAININGS
MCSA Win2000 – Microsoft
Front-End Web Dev. Nanodegree – Udacity
Advanced Leadership skills – LINKdotNET
vSphere: Install, Configure, Manage – VMware
Management Fundamentals – Orange
Cloud Director: Install, Configure, Manage – VMware
JavaScript for Web Development – Udemy
NSX-T Data Center: Install, Configure, Manage – VMware
EDUCATION
2003 – 2004
Technical Diploma in Network Administration and Systems Engineering
IBM with Ministry of Communications, Egypt
Scholarship provided by IBM on the following Subjects:
Design and Administrate computer networks.
Analyze & Troubleshoot server & communication problems.
Administering Linux.
1998 – 2002
Bachelor of Arts in Philosophy
Cairo University – Cairo, Egypt
LANGUAGES
Arabic: Native English: Fluent
AREAS OF EXPERTISE
Customer Service Management
Complaint Handling
Communication
Technical Writing
Virtualization & Cloud
Troubleshooting
Web Development
Chat & Email Support
Teambuilding & Training
Computer Software & H/W
Networking
Hiring and Selection
TOOLS AND TECHNOLOGIES
PERSONAL DATA
Full Name: Assem Sobhi Said Date of Birth: 27th of January 1981
Nationality: Egyptian Marital Status: Married
Military Status: Exempted LinkedIn: https://www.linkedin.com/in/assemssaid/
Windows & Linux
E-Commerce platforms
HTML, CSS, JavaScript, Bootstrap
Database, SQL, PostGres
Azure, AWS, Google Cloud
Microsoft CRM, Zendesk
Jira, WHMCS, Salesforce
vSphere, Cloud Director, NSX
REST APIs
VMware, Hyper-V, VirtualBox
Active Directory
DNS, DHCP
Hosting, Email, Domains
Kubernetes, Dockers
Scripting, Bash, PowerShell