This document contains a resume for Islam Ali Morsy Saied. It includes his personal contact information, work experience in customer service and technical support roles, education including a bachelor's degree in electrical engineering, and skills in areas like communication, organization, and technology. His work experience spans roles at TE-data, Modern Telecom System, Uranium-Corp, and Egytrust Academy providing customer service, technical support, and IT training.

1. PERSONAL INFORMATION Islam Ali Morsy Saied
109 ST, Maadi, 11431 Cairo (Egypt).
00201099853916 00201275707732
Islam.ali311@yahoo.com
https://eg.linkedin.com/in/islam-ali-1048a5101
Sex Male | Date of birth 01/09/1992 | Nationality Egyptian
WORK EXPERIENCE
POSITION Retail & Home visits Customer Service Specialist
04/09/2016–Present Retail & Home visits Customer Service Specialist
TE-data, Luxor (Egypt) .
▪ Apply ADSL service presentation and installation for new customers
▪ Handle customer requests and inquires.
▪ Solve customer’s technical complains in professional way.
▪ Meet customer needs and satisfaction.
▪ Prepare and report the daily CSO activities.
▪ Escalate general / repeated complaints and offer potential solutions. Communicate /
escalate to other departments in order to solve technical complains.
▪ Apply standard and advanced CPE configuration.
15/06/2016–01/09/2016 Operation & Technical Engineer
Modern Telecom System, Luxor (Egypt).
▪ Monitoring AMS & BRS systems at Luxor International Airport.
▪ Handling Incidents and writing reports describing system status and performance.
▪ Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN),
and other systems.
▪ Maintain daily performance of computer systems.
▪ Respond to email messages for customers seeking help.
▪ Ask questions to determine nature of problem.
▪ Walk customer through problem-solving process.
▪ Install, modify, and repair computer hardware and software.
▪ Clean up computers.
▪ Performing 1 st line support and troubleshooting for Network and system issues.
▪ Installing Windows server 2008 -2012 for servers and configuring Network and roles.

2. EDUCATION AND TRAINING
16/01/2016–05/06/2016 Help Desk Engineer (outsourced in lafargeholcim)
Uranium-Corp, Cairo (Egypt)
▪ Provide technical assistance and support for incoming queries and issues related to
computer systems, software, and hardware.
▪ Respond to queries either in person or over the phone.
▪ Write training manuals.
▪ Train computer users.
▪ Maintain daily performance of computer systems.
▪ Respond to email messages for customers seeking help.
▪ Ask questions to determine nature of problem.
▪ Walk customer through problem-solving process.
▪ Install, modify, and repair computer hardware and software.
▪ Clean up computers.
▪ Run diagnostic programs to resolve problems.
▪ Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN),
and other systems.
▪ Install computer peripherals for users.
▪ Follow up with customers to ensure issue has been resolved.
▪ Gain feedback from customers about computer usage.
▪ Run reports to determine malfunctions that continue to occur.
01/05/2015–30/11/2015 IT Trainer
Egytrust Academy, Luxor (Egypt)
▪ Carry out training needs analysis.
▪ Define the skill sets needed to perform different roles.
▪ Carry out performance assessments to determine the skills gap between current and
desirable learner skill levels.
▪ Design training programmes appropriate to the skills needed.
▪ Develop an appropriate mix of formal and informal development activities.
▪ Ensure that the learning environment and resources support learner needs.
▪ Design course materials and other documents such as hand-outs, manuals and exercises.
▪ Prepare the learning environment and resources, including setting up IT equipment where
appropriate.
▪ Deliver training programmes in formal (e.g. a classroom), informal (e.g. floor-walking) or
online (e.g. e-learning and webinar) settings.
▪ Support and coach learners using learning technologies to deliver skills.
▪ Evaluate the effectiveness of training programmes and learning outcomes.
▪ Liaise with partners (e.g. external course providers, employers, and examining bodies) to
fulfil the skills needs of an organisation.
▪ Develop peer networks to keep abreast of current thinking.
▪ Maintain appropriate records of learner development and resource allocation.

3. PERSONAL SKILLS
21/09/2009–01/07/2014 Bachelor of Electrical Engineering - Power Section
Faculty of Engineering - Assuit University, Assuit (Egypt).
01/12/2014–01/05/2015 Information Security Scholarship
Ministry of Communications and Information Technology -Training Sector, Luxor (Egypt) .
▪ Certified and training MTA (network fundamental +security fundamental), MCSA, MCSE,
CCNA.
▪ Installing and Configuring Windows Server 2012 (70-410).
▪ Administering Windows Server 2012 (70-411).
▪ Configuring Advanced Windows Server 2012 Services (70-412).
▪ Designing and Implementing a Server Infrastructure (70-413).
▪ Implementing an Advanced Server Infrastructure (70-414).
Mother tongue(s) Arabic
Other language(s) UNDERSTANDING SPEAKING WRITING
Listening Reading Spoken interaction Spoken production
English B2 B2 B1 B1 C1
Levels:A1 andA2: Basic user - B1 and B2: Independent user - C1 and C2: Proficient user
Common European Framework of Reference for Languages
Communication skills ▪ Strong communication skills.
▪ Problem analysis and problem solving.
▪ Friendly person.
Organisational / managerial
skills
▪ Quickly develop relationships with clients.
▪ Easy going and personable with clients.
▪ Professionalism.
▪ Diplomacy.
▪ Tactfulness – to generate positive company image.

4. Job-related skills ▪ Ability and a desire to learn.
▪ Organizational effectiveness.
▪ Friendliness and the ability to get along with others.
▪ Leadership capabilities - team building is imperative.
▪ Continuing personal development.
▪ Innovative/creative problem solving Motivation, confidence, and willingness to make tough
decisions.
▪ Exceptional communication skills (listening, speaking, reading, and writing).
▪ Personal and career planning skills.
▪ I can work under stress for a long time