1. GAMAL ABDELNABY SELIM
Basic data
Residence Ajman
Phone 0562235788
E-mail gselim@live.com
Day of birth 6/9/1985
Marital status Married
Work experience
Period Jan 2016 - Present
Employer Halian International
Job position Service Desk Analyst
Responsibilities Provide first and second level Enterprise Service Desk/Desktop support by identifying,
analyzing, and solving customer reported problems with systems/applications over the
phone and in-person
Answering day to day client queries, Analyzing, Resolving the Incidents ( Applications,
laptops, Desktops, Network Devices, Printers, Smart Boards )
Manage work to meet business requirements and service level agreements.
Logging the Incidents, Problems via HP Services Manager 9.31 Platform - (Ticketing
System).
Period Nov 2013 - Dec 2015
Employer Halian International
Job position IT Specialist (Onsite Technical support)
Responsibilities Work closely with the School Principle and other teachers to inform, educate,
demonstrate and explain the benefits of the SLP and the technology used and fix
Windows, Win application, learning applications issues.
Mentoring HP Network check network stability and traffic.
Respond to requests for technical assistance by phone, email and/or using a Help
Desk Management System.
2. Track issues to resolution updating the internal knowledge base and/or communicating
learning with relevant business units
Period Sep 2010 - Nov 2013
Employer Etisalat UAE
Job position Technical Support Representative
Responsibilities Support Broadband Internet services over (ADSL – GPON – WiMAX – Cable Modem)
Technologies.
Support and Troubleshoot Etisalat Services (Internet – IPTV – Landline).
Experienced with Etisalat Enterprise Solutions and Services.
Familiar with Etisalat Enterprise Applications
Period March 2009 - Sep 2010
Employer Vodafone ADSL
Job position Technical Support Representative
Responsibilities Provide customers with all technical guidance and assistance needed.
Troubleshooting the problems of the ADSL with customers (router configuration -
monitor their Port and reset it if needed – the sequence of the cables connection from
the router or modem finishing with PC)
Change the customer speed (Upgrade/Downgrade).
Configure manually the customer's pc IP and DNS to synchronies correctly with the
modem and the company's DSLAM.
Period April 2007 - March 2009
Employer Vodafone
Job position Customer Service Representative
Responsibilities Ensure delivery of excellent customer service via phone and e-mails; coordinate with
other departments to resolve all customers' inquires and complaints
Other professional
experiences, references
Excellent knowledge of MS Office
Excellent Knowledge of operating systems (windows 98, 2000,xp,,…etc)
Networks: windows Network environment, test Network, LAN manager.
Accurate, self-motivate, working under pressures, team oriented.
Education
Period 2002 - 2006
Department / Specialization Bachelor of commerce , Accounting Department
(Bachelor degree)
3. School address AIN SHAMS University ,
Cairo, Egypt
Certificates and Courses
COMPTIA IT Fundamentals
December 2014 Certified COMPTIA IT Fundamentals prepared by Smart learning
program
Find a way to say …YES
Training course (Find a way to say …YES), prepared and tailored by VODAFONE
EGYPT to ensure delivery of high quality service & maintain the excellent image
of the company
IN THE CUSTOMER'S SHOES
( IN THE CUSTOMER'S SHOES) Training Program and customer service
workshop by VODAFONE EGYPT
International Computer Driving License (ICDL)
The International Computer Driving License (ICDL) is a qualification which
enables people to demonstrate their competence in computer skills. Microsoft
Office and Internet - Ministry of Communication - Cairo, Egypt
Basic Business Skills Acquisition (BBSA)
Basic Business Skills Acquisition (BBSA) - by the Future Generation Foundation
(FGF) Developing Language and Computer skills. Enhancing Presentation &
Project Development skills. I have attended Dale Carnegie training in
communication skills and how to win friends and influence the others • Acquiring
basic business skills including marketing, sales, banking, accounting, business
correspondence and report writing.
Customer Service Representative Certification
Certified customer service representative certification from Etisalat UAE customer
care center in 2010
Other skills and abilities
Language proficiency: Arabic - native speaker
English - expert, interpreting
Driver's license: Groups A
Other skills and abilities: Valid UAE driving license
