Andrew Sobhy Hanna

I am a self-motivated, organized and responsible person with strong communication skills, who has demonstrated a high degree of initiative and self-motivation and enjoys the challenge of a busy demanding work environment conscientiously with the ability to maintain a consistently high standard of work under pressure independently as well as in team environment. I am a creative, energetic and hardworking individual with the ability to work independently and as a team member for meeting operational deadlines.

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Experiences

Providing 24/7 IT Support for more than 150 branches across UAE as well as Head Office
departments.
- Installations & configurations of PC’s, Servers, Avaya phones and access controls.
- Maintaining IT infrastructure & up-gradation of networks according to business needs.
- VPN creations site-to-site for external business agents.
- Juniper routers configurations for new and existing branches.
- IPVPN configurations in migration from ADSL to IPVPN links for branches.
- Active Directory maintenance, data backups & rules implementation.
- Installations of licensed software to desktops & PC’s.
- Maintaining firewall access for internet users according to business needs.
- Monitoring Data Center end point servers.
- Installations of server managed Antivirus to client desktops.

- Customer Service Call Center and Responsible for Local Bank Deposits.
- Handling all banking correspondence, which includes non receipts of queries, Transfer amendments.
- Cancellations and settlement been done on time and faster closure of complaints.
- Queries attending through telephone from customers and all branches of Al Ansari Exchange Regarding non- Receipt of payments.
- Communicating Closely with customers and other financial institutions regarding check errors.
- Maintain a friendly and professional demeanor with both customers and co-workers.
- Adequate knowledge on internal circulars of company and information collection on banking related procedures
- Perform various other tasks as and when instructed by immediate supervisor
- Ensures confidentiality of all information
- Promotes harmonious professional working relationship with co-employees.
- Inform the clients about the new services and offers the Al Ansari Exchange Company provide.
- Connect all the department together.

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•Greeting customers in a courteous, friendly and professional manner via inbound phone support according to company quality guidelines.
•Providing global support to customers in an inbound/outbound call center environment.
•Problem resolution for customers with various issues with time constraints.
•Responsible for handling escalated issues such as Guest Relocations, Credits, Stop Sells and Closing Allotments, etc.
•Adhere to defined call center procedures, standards, performance expectations.
•Analyzing, diagnosing and delivering known solutions to known complex problems.
•Helping maintain and promote excellent client relations by managing prompt and accurate responses to email and phone communications.
•Booking, changing, or cancelling reservations for lodging properties and provide necessary follow through for all parties.
•Highly effective in managing multiple software programs while conversing with hotel support staff.
• Able to demonstrate sound judgment in decision making, while abiding to established guide lines and procedures to ensure clear and concise communication.
•Maintaining knowledge of department processes and procedures to ensure adherence.
•Consistently meet or exceed departmental goals as outlined by management in relation to
Key Performance Indicators.
•Dependable, able to work in a fast-paced work environment and be open and flexible to changes in daily responsibilities and assignments, as needed by the business.

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Provide network administration to include LAN troubleshooting and resolution.
• Manage the configuration and performance management of all PC systems and telecommunications.
• Maintains passwords, data integrity and file system security for the desktop environment.
• Install, configure and maintain back-end and front-end systems.
• Recommend hardware and software solutions and upgrades using established procurement processes.
 Installing new computer systems in office
 Installing software, Operating Systems, Servers etc
 Provide network administration to include LAN troubleshooting and resolution.
 Manage the configuration and performance management of all PC systems and telecommunications.
 Maintains passwords, data integrity and file system security for the desktop environment.
 Incorporating hardware and software solutions and upgrades.

Education

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Skills

Arabic

Expert
english (fluent)

Expert
French

Notions

Computer networks

Advanced
Internet searchs

Expert
Microsoft operating systems

Advanced
Team Work

Advanced
Computer Programming

Notions
Troubleshooting

Advanced

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IT Support Engineer

IT Support Engineer

Operations Officer

Call Center Agent

Technical Support

Computer Science & Information Systems

Modern Academy Egypt

Languages

Computer skills