Badr Eldin - Project Manager - Cairo, Cairo Governorate, Egypt

Mohamed Badr Eldin

Cairo, Cairo Governorate, Egypt


Project Manager

Work History

Incident Management Senior Specialist

Orange Business Services

From May 2007

- Shift leader and first level of escalation.
- Handling cases as per case excellence using Wan and LAN skills to provide advanced technical support.
- Participated in several projects inside the department and the team.
- Document all troubleshooting and case management actions via the ticketing systems.
- Coordinate with all the necessary internal departments or vendors to achieve fault resolution within SLA.
- Provide updates to the customer as needed to meet performance objectives.
- Acting in various situations proactively where I was able to work under pressure and handle multiple tasks.

Was assigned as deputy manager for 3 weeks with the below responsibilities:

- Handling complains received from customer and service managers
- Handling 2nd level of escalation, on call 24*7
- Performing weekly reports to upper management
- Attending service review calls with service managers
- Managing team availability over night and morning shifts
- Auditing team KPI's and agents performance
- Performed interview process for new comers including CV's filtering, personal interviews, evaluation tests

PBX Support Engineer

Title 2

February 2006 - May 2007

- Supporting Alcatel 5500 PBX as first level Troubleshooting.
- Managing the PBX software according to customer needs and level of responsibility.

National Aviation Navigation Services Company

July 2005 - May 2007

Navigation Aids Engineer

Title 1

July 2005 - February 2006

- Troubleshoot Different types of navigation aids devices.
- Support in new installation projects including traveling outside Cairo if necessary.

Medical Teleconference Project Support Engineer


April 2005 - July 2005

- Supporting and troubleshooting Medical Teleconference Project.

Sales Engineer

Otak for Trading and Contracting

March 2005 - April 2005

- Responsible for development and delivery of product demonstrations.
- Searching for new clients who might benefit from company products or services and maximizing customer
potential in designated regions.

Qualifications & Certifications

Project Management Professional

Arab Academy for science and technology

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