1. Mina Atalla
Mob. +971 563 799 515
Address: El Bahr Building, Electra Street, Abu Dhabi, UAE
E-Mail: Mina.Atalla@Hotmail.com
____________________________________________________________________________________________________________
Summary
I am a skilled IT Service Desk Professional with over 4 years’ experience providing user support and
solutions in high demand work environments. Proven record of accomplishment of efficiently
diagnosing and resolving complex customer issues within agreed time scales. In-depth knowledge of
a range of software applications and operating systems. An independent and results-driven worker with
a strong commitment to increasing staff productivity.
My areas of expertise include:
Service Desks/Contact Centers
Customer Satisfaction
Service Level Management
Process Improvement
Human Resource Management
Incident Management
Escalation Handling
Professional Experience
March 2014 – present (SR Engineer, IT Service Desk – Vodafone International Services) (Act As)
 Manage Windows Accounts Creation and Active Directory new objects creation.
 Manage Service Desk projects.
 Handle all requests from Senior Executive (VIP) Staff, and assure the maximum level of satisfaction.
 Take the responsibility of complex incidents and challenge second line technical engineers’ responses to
ensure quick incident resolution.
 Propose improvement of processes and procedures.
 Provide a structure for logging all IT incidents reported to Helpdesk; Monitor Helpdesk staff compliance to
this structure.
 Analyze all reported incidents to define major call causes.
 Liaise with problem management specialists to eliminate or minimize number of calls.
 Handle escalations from Vodafone Staff and keep track of its progress, keeping in mind the speedy
solutions and the ultimate customer satisfaction.
 Work within the campus community to promote excellent customer service, effective response times and
provide expert insights into general support issues.
 Train helpdesk staff on operational procedures and troubleshooting techniques.
 Help Desk support for up to 5000 users. Ensure that staff provides timely and considerate customer
service to end users by fielding Helpdesk calls and resolving technical issues. Assist all office staff and
instructors, both in person and via the phone.
 Analyzing and identifying trends in issue reporting and devising preventative solutions. Expected to offer
suggestions for any noted process improvements and develop the new procedures. Maintain and
enhance the service level.
 New candidates’ interviews and technical assessment.
 Other duties as may be assigned by the Helpdesk manager
September 2103 – March 2104 (Engineer, IT Service Desk – Vodafone Egypt)
 Management of IT Help Desk incidents
 Ensuring proper logging of all incoming incidents (through different sources) and assigning them the
correct priority, operational classification and product classification.

2. Mina Atalla
Mob. +971 563 799 515
Address: El Bahr Building, Electra Street, Abu Dhabi, UAE
E-Mail: Mina.Atalla@Hotmail.com
____________________________________________________________________________________________________________
 First line Request Fulfillment and Account Management functions
 Managing Active Directory objects, and editing and creating user accounts and other objects in the
environment and assigning them the correct permissions.
 Acting as a single point of contact for the customers with the IT teams.
 Real-time SLA compliance Management
 Providing and aligning technical solutions for business needs.
 On-load functions for our second line of support teams
 Participated in multiple process enhancement, customer satisfaction surveys and reports, and Problem
Management focus groups.
 Provide initial assessment of urgency and business impact on all support calls.
 Manage service requests, software installations, new computer setups, upgrades, etc.
 Record incident resolutions in the Help Desk tool and ticketing system (Remedy)
 Backend Software support Knowledge (Mailing Systems, Exchange, Outlook, Active Directory and web
Applications. Etc...)
 Support the following technologies: Microsoft Office 2007/2010 products – Outlook, Word, Excel, Access,
Internet Explorer, Windows XP, Windows 7, desktops, laptops, printers, networked copiers, NIC’s, basic
LAN/WAN connectivity and others as assigned
March 2011 – September 2103 (2nd
line support specialist – TE-Data)
.
 Systems action notes to be correct, up-to-date and relevant
 Attendance/time keeping to be exemplary
 Handle internal and external customer inquiries on the telephone providing accurate and pertinent
information according to the contact center guidelines and quality standards.
 Resolved customer complaints and problems, escalate issues to appropriate persons/teams whenever
needed.
 Effectively interprets the needs of the customers, maintains and enhances standards of quality for the
services offered.
 Builds a customer relationship, which adds value to the customer leading to a long-term profitable
relationship.
 Shows a broad knowledge and services and their competitive advantages.
 Follows the appropriate guidelines and procedures for any given situation.
 Performs all duties assigned to me by the team leader and supervisor.
 Handle external customer inquiries about Email ,Domain, Hosting issues all customer hosted on shared
server with different Operating system Windows, Linux
 Handle all inquiries about Static IP & configure different routers to be work with TE-Data solutions
 Handle all inquiries about Family filter service
 Handle all inquiries about Wi-Fi services
 support new Services and Solution development and management processes as require
Courses and Certifications
 Managing & Maintaining MS Win Server 2003 Environment (MCP # CERTIFIED)
 Microsoft Certified It Professional 2008 (Server Admin)
 Cisco Certified Network Associate (CCNA # CERTIFIED)
 Cisco Certified Network professional (Finished Routing Course)
 Citrix XenApp 6.5 (Self-study )

3. Mina Atalla
Mob. +971 563 799 515
Address: El Bahr Building, Electra Street, Abu Dhabi, UAE
E-Mail: Mina.Atalla@Hotmail.com
____________________________________________________________________________________________________________
 RHCSA Course (Finished Admin Course)
 HP Device Manager (Managing HP Thin Client)
 CompTIA A+
 CompTIA N+
 Completed a comprehensive seminar in the triple power (Marketing Customer services-
Communication) in the Canadian training center under the supervision Of Dr. Ibrahim Elfiky
Proof of Skills
Customer Satisfaction
 Achieved the highest customer satisfaction score of 95% in the history of Service Desk.
 Reduced the SMC team (Customers’ SPOC) complaints to ZERO.
Human Resource Management
 Responsible for the selection and hiring process in the Service Desk team from the initial phase of
screening CVs, to interviewing potential candidates, to the final phase of hiring the successful applicants.
Service Level Management
 Increased the calls service level from 86% to 97% in 4 months, by taking the below steps:
1. New, centralized process for OutsourcingVendor account extend
2. Revisiting the approval cycles which involve CC SMC and Vendor Management
3. Revisiting account reset password and account unlock process.
Education
Sohag University, Egypt
BSc. in Accounting, 2010
Personal details
Full Name: Mina Atalla Zakary Mousa
Gender: Male
Home Tel.: +20(2) 22639863
Birth Date: June 2nd, 1986
Place of Birth: Sohag-Egypt
Nationality: Egyptian Military service: Exempted
Marital Status: Single
Driving License: Full, Clean