Open to opportunities

Karim Fayez

@karimfayez

Message

Experienced technical support leader specializing in telecom networks and field operations.

Egypt

Message

What I'm looking for

I seek a hands-on technical leadership role in telecom or network support where I can lead teams, improve processes, and drive measurable service quality improvements.

I am an experienced and certified technical support supervisor with over nine years in telecom retail and field support, leading teams across multiple branches and improving customer experience through process optimization and clear escalation management.

My background covers FTTH, ADSL, VoIP, IPTV, and enterprise networking; I deliver measurable results via KPI/SLA reporting, unified troubleshooting guides, mentoring, and hands-on network diagnostics and device configuration.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Supervisor

Current

WE Data

Jan 2020 - Present (5 years 11 months)

Led a team of 30+ engineers across 8 branches delivering retail and on-site broadband and voice support, reduced repeat complaints via a unified troubleshooting guide and produced KPI/SLA reports for senior management.

VoIP Router Configuration (Cisco Juniper Huawei)Team Leadership CRM Wireshark

Senior Technical Support Engineer

WE Data

Jan 2017 - Jan 2020 (3 years)

Managed escalated retail and customer-site technical issues for routers, IPTV and VoIP, coordinated resolutions with field and network operations, and mentored junior engineers.

VoIP Escalation Management Mentoring Network Operations TCP IP Wireshark

Technical Support Engineer

WE Data

Jan 2015 - Jan 2017 (2 years)

Provided customer-facing technical support at retail branches and customer premises, troubleshooting ADSL, routers and connectivity and assisting in field broadband deployments.

ADSL Troubleshooting Customer Support Connectivity Diagnostics TCP IP DHCP Customer Experience