1. Nadeen Ashraf Ahmed
Mobile : +201159582769
E-mail : Nadeen.ashref@outlook.com
Objective
Seeking for work whereby I can apply and develop my skills, further more to
build a long term growing career in the field of Engineering Communication.
Key Qualifications
Ability to quickly grasp information and instructions
Able to use Microsoft office 2007 (Word, Excel, PowerPoint)
Respect and hold work responsibilities
Able to meet deadlines
Perfect in Arabic/English commands
Work Experience
- From 18/04/2014 till nowadays, I have been working as a technical support
engineer at Orange business services
-Working as a part of a 24/7 International Operations Centre Team, providing command and
control authority and management of incident resolution activities including service impact,
bridge line and crisis events. With general IT knowledge and experience, we support
networks for global customers
Technical Engineering, Technical Architecture, Software Engineering, Program
Management, or Business Solutions.
Working as a shift basis 4 days work per week ,two morning shifts and 2 nights shift starts
7AM to 7PM and viceversa
General Job Duties:
 Under guidance, participate as part of support team to provide technical support, resolve
issues and plan for assigned functions.
 Provide customer facing support services to internal colleagues
 Continuously expand knowledge of the network field and apply it to an understanding and
developing of business solutions.

2.  Continuously strive to improve, support and identify opportunities to increase efficiency and
expand services.
 Improve problem solving abilities along with communication skills to deliver high qualities of
service.
Specific Job Duties:
 Answering phones and responding to email within agreed SLA’s.
 Creating and assigning Incidents and Problems in the ticketing system.
 Troubleshooting and resolving incident and issues as appropriate.
 Communicating incident impact through our standard notifications processes and within our
time bound SLA’s.
 Detail within our incident tracking tool, detailed events and core information during incident
or I.O.C handled events.
 Incident management providing Command and Control functions through to restoration of
services.
 Escalating incidents effectively according to their appropriate priority and related customer
or colleague impact.
 Acting as Incident Manager for all production related or enterprise system incidents during
my shift, following through to their resolution.
 Resolving escalated tickets performing problem management and escalating problem
tickets as appropriate.
 24/7 Monitoring within a shift rotation, monitoring network systems and escalating all
warnings as required with efficient escalations to on-call operations teams as needed.
 Monitor scheduled tasks and processes, ensuring critical business processes complete
effectively taking any remedial steps or escalations as required.
 Follow detailed escalation and operating procedures to ensure speedy escalation to
operations teams of all customer or colleague impacting events.
- From 14/06/2012 to 11/07/2013, I have been working beside college as a
junior accountant at Virgin megastores Egypt. And assistant to HR head of
Virgin Egypt

3. - From 13/06/2010 to 13/09/2011, I worked as a representative For NOKIA OVI
campaign part time job
Education
- End of september 2014, Bachelor Degree of Telecommunication and
Satellites Dep., Faculty of Engineering, Egyptian Russian University (ERU),
general cumulative appreciation Good and general appreciation Excellent
Graduation Project.
Linguistic Skills
Arabic : Mother Tongue
English : Excellent
Portuguese: Excellent
French :good
Russian : beginner
Sports ,Hobbies & Activities:
-Organizingfieldtripsduringhighereducationstudy
- Verygoodvolleyball andbasketball.
- tennis,puzzles,videogamesandmindteasinggames.
-travelling
Personal Information
Name : Nadeen Ashraf Ahmed Elsayed Abdelhafez
Gender : female
Date and place of Birth : 26th of july, 1991 _ Cairo.
Nationality : Egyptian
Address : first settlement Elrehab destrict 130 ,building21 ,4th floor oriaC, Egypt
Mobile : +201159582769
Mail : Nadeen.ashref@outlook.com