Abdulrahman Muhammad El-Mahdy
Technical Support & SW Tester
Hadayek Maadi
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Hardworking Technical Support Manager reduces costs through analysis customers issues.
Motivating leader effectively manages teams using proactive communication and resourceful approach to problem-solving.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Customer Service Specialist
Raya Contact Center
Cairo, Maadi
11.2017 - 05.2018
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Described product highlights and benefits to help guide purchasing decisions.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Recorded product or service failure complaints and notified appropriate departments.
- Increased efficiency and team productivity by promoting operational best practices.
Technical Support Specialist
Virgo Solution Business
Cairo, Maadi
05.2018 - 06.2019
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Patched software and installed new versions to eliminate security problems and protect data.
- Recorded and maintained relevant notes for each client and work order.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware, devices and software to set up work stations for employees.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Submitted service tickets for equipment maintenance requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Analyzed Technical issues to identify troubleshooting methods needed for quick remediation.
- Monitored systems in operation and input commands to troubleshoot areas.
Software Test Specialist
Virgo Solution Business
Cairo, Maadi
12.2019 - 11.2021
- Reported test findings to development personnel, advising staff on efficacy of subsequent remediation attempts.
- Tested, identified and troubleshot problems in field with cellular networks and data collection equipment.
- Worked alongside management to develop testing and improvement plans.
- Defined test strategy for product documentation
- Evaluated results against design and customer standards.
- Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
- Created accurate and successful test scripts to manage testing of certain products and features.
- Trained new test employees on testing to promote productive and high-quality work.
Technical Support Manager
Virgo Solution Business
Cairo, Maadi
12.2020 - 11.2021
- Tracked KPIs and created continuous improvement plans.
- Developed and implemented training initiatives for new hires.
- Analyzed and developed service goals.
- Trained and developed personnel to improve safety, employee relations and resolve complicated issues.
- Delivered training for staff development, change management and materials, process and technical controls.
- Oversaw supply chain and supported tech transfer projects, batch release testing, change management and resolution of customer complaints.
- Defined clear targets and objectives and communicated to other team members.
- Instituted quality systems within organization encompassing training, corrective and preventive action.
- Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
- Launched quality assurance practices for each phase of development
- Directed training and retraining of employees to boost performance and enhance business results.
- Improved staffing during busy periods by creating employee schedules and monitoring.
- Managed quality programs to reduce overdue compliance activities.
- Planned, created, tested, and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
Management Information Systems
09.2012 - 06.2016
Skills
Operations management
Training and mentoring
Technical troubleshooting
Team Building
Test planning
Test Design
Employee training
Quality assurance requirements
Remote Management
Expertise in Jira
Research proficiency
Technical issues analysis
Desktop support
Software diagnosis
Issue troubleshooting
Customer service expert
Application support
Ticket support system management
Network diagnostics
Technical Support
Staff education and training
Certification
CCNA - Cisco Certified Network Associate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Manager - Virgo Solution Business
12.2020 - 11.2021
CCNA - Cisco Certified Network Associate
01-2020
CCNA Routing and Switching
01-2020
Understanding of Cisco Network Devices
01-2020
Software Test Specialist - Virgo Solution Business
12.2019 - 11.2021
Technical Support Specialist - Virgo Solution Business
05.2018 - 06.2019
Customer Service Specialist - Raya Contact Center
11.2017 - 05.2018
High Institute of Computer And Management Science - , Management Information Systems
09.2012 - 06.2016