Mahinour Elgabry

• Lead the Managed File Transfer team to provide excellent service to Vodafone markets and customers. • Ensured effective and efficient service delivery within the SLAs. • Set-up file transfer application cleanup that improved service reliability and performance. • Performed analysis and reporting to identify improvements required, and implement automation strategies. • Contributed in Migration of the Managed File Transfer Solution to a new one with scalable system design to support fast business growth.

• Offered friendly and efficient service to the Managed File Transfer Vodafone customers. • Reviewed and assessed architecture design, implementation, testing and deployment needs to achieve projects requirements. • Carried out day-to-day operational duties accurately and efficiently. • Handled several calls per day to address customer inquiries and concerns. • Created plans and communicated deadlines to complete projects on time.

• Supported different Vodafone Enterprise Applications on Linux and Microsoft platforms. • Addressed technical issues and guided end users through resolution. • Resolved technical problems to achieve customer's targeted business goals within the agreed SLAs. • Worked closely with other team members in such tasks as troubleshooting and debugging. • Maintained the knowledge database for the team with the correct and updated technical info. • Defined starter kit process for new employees joining the team.

• Answered customer telephone calls promptly and appropriately handled needs. • Handled customer’s incidents, requests and escalations by collaborating with the responsible internal teams to effectively resolve all issues. • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution. • Contributed to continuous improvement and quality assurance tasks.

CCNA, Linux System Administration, Sun Solaris System Administration, Business Writing, Presentation Skills, Database Administration

Communications , Electronics , System Control , C Programing , MATLAB .