Basheer Hafez
About Basheer Hafez
Basheer Hafez is an Analyst in Customer Applications Support at SITA, where he has worked since 2020. He has a background in telecommunications engineering and has held various roles in customer support and engineering at companies such as Huawei Technologies and Microsoft.
Current Role at SITA
Basheer Hafez currently serves as an Analyst in Customer Applications Support at SITA, a position he has held since 2020 in Amman, Jordan. In this role, he is responsible for proactively monitoring various sites and shared environments to ensure that service levels are maintained. He engages with higher-level teams to provide detailed investigations necessary for resolving complex software issues. His responsibilities also include installing new patches for supported software based on customer needs and agreements through scheduled changes.
Previous Experience at SITA
Prior to his current role, Basheer Hafez worked at SITA as a Service Desk Agent from 2018 to 2020 for two years in Amman Governorate, Jordan. During this time, he gained experience in customer support and troubleshooting. He also served as a Trainee at SITA for one month in 2018, where he began developing his skills in customer applications support.
Professional Background in Technology
Basheer Hafez has a diverse background in technology, having worked at several prominent companies. He was employed at Huawei Technologies as a Customer Complaints/RF Engineer for seven months in 2018. Prior to that, he worked at Microsoft as an MSP from 2014 to 2016 for two years. He also held a position as a Drive Test Engineer at Waseela ICT for four months in 2017 and completed a three-month Trainee role at Huawei Technologies in the same year.
Education and Qualifications
Basheer Hafez completed his high school education at The Jubilee Institute, achieving his diploma from 2007 to 2011. He then pursued a Bachelor's degree in Telecommunications Engineering at Princess Sumaya University for Technology, studying from 2012 to 2017. His educational background has provided him with a solid foundation in engineering principles relevant to his career in technology and customer support.
Technical Expertise
Basheer Hafez possesses expertise in performing second-level troubleshooting for software-related issues. His skills include conducting checks on system components such as servers, MSMQ, and Linux server performance. His technical knowledge enables him to effectively address and resolve complex software issues, contributing to the overall efficiency of customer applications support.