Mohamed Saloot

Technical Team Management: Manage and monitor Ticketing solutions deployed at client's side, and take corrective actions when errors occurred. Ensure that all systems maintenance are checked and updated and all network resources are monitored and running smoothly Manage and Monitor Servers and Network connectivity Customer Team Management: Take full responsibility for dealing with relevant elCinema.com customer complaints, queries and requests for information from the start to end. Ensure an appropriate and adequate investigation takes place in all cases, this includes the recording of all communications between the various parties and all information taken into consideration. Customers Management: Manage the installation of ticketing systems (Software and Hardware) for the new clients Manage client’s requests on the ticketing systems, reply to their inquiries, amends, special reports issuing and any other requests when needed Financial Reports Management: Manage the issuing of weekly and monthly invoices in coordination with the finance department. Revise and issue weekly and monthly operational reports and associated invoices with collaboration with the Finance department. Revise on regular basis the settlement of the third parties invoices

Self Help - Using An enterprise wide web portal (Manage Engine Service Desk) with an enriched and updated back-end of knowledge base of most common issues faced by users that enables users to resolve an incident, create a request, report an incident and review the status of submitted requests etc. First & Second Level Support - Provide support for logging, tracking, Resolution and reporting of help desk incidents and service requests. The activities associated with restoring normal service operation as quickly as possible and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Service Request Management - It encompasses all the activities starting from accepting and logging of a service request to request prioritization, request fulfillment and subsequent closure. Executive/VIP Support - These services include providing accelerated response to the executive users within the customer organization. This is offered through providing a dedicated or designated team to provide support to VIPs. Identifies, diagnoses, and resolves Level One problems for users of the mainframe, personal call center environment; communicates solutions to end-users. Provides one-on-one end-user problem resolution over the phone for District approved Personal Computer (PC) software. Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software and peripherals. Diagnoses and resolves end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in and local-area network access problems. Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements. Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.