AHMED SAIEED MOHAMED FAHMY
Giza
Summary
Technical support professional ready to lead and enhance team performance. Strong background in troubleshooting, problem resolution, and customer service. Known for fostering collaboration and adaptability in fast-paced environments. Skilled in managing technical issues, mentoring team members, and driving efficient results.
Overview
15
15
years of professional experience
Work History
Technical Support Supervisor Engineer
WE-Data
08.2020 - Current
- Managed a team of engineers, focusing on the banking sector, ensuring 24/7 availability for key accounts
- Improved customer retention rates by 20% through effective resolution of technical issues and enhanced client communication
- Developed strategies to increase First Call Resolution (FCR) by empowering team members with advanced problem-solving tools
- Monitored and optimized call center operations to meet and exceed SLA targets
- Liaised with other departments to minimize network interruptions and possible downtimes.
Technical Support Senior Engineer
WE-Data
05.2018 - 08.2020
- Supervised a team handling over 20 premium clients, ensuring high levels of client satisfaction
- Implemented cost-reduction strategies that improved operational efficiency by 15%
- Streamlined communication between engineering and customer service departments, enhancing overall client experience
Senior Technical Account Manager
WE-Data
02.2017 - 05.2018
- Managed a team responsible for key accounts, focusing on maintaining long-term client relationships
- Collaborated with cross-functional teams to create tailored solutions, resulting in a 25% increase in customer satisfaction scores
- Led cross-functional teams to deliver customized solutions that exceeded client expectations.
- Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
Technical Account Manager Engineer
WE-Data
04.2016 - 02.2017
- Managed technical concerns for major accounts, including network maintenance and emergency response
- Developed preventive measures to reduce technical incidents by 25% for key clients like Sykes and Beshay Steel
- Provided regular reports to company management on network performance and recommendations for continuous improvement
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
Enterprise Engineer, Banking Sector
WE-Data
03.2014 - 04.2016
- Handled technical issues for the banking sector, preparing performance reports that showed a 30% decrease in reported incidents
- Delivered advanced technical support to banking clients and ensured prompt response to all technical inquiries
- Improved regular maintenance strategies, leading to increased network stability and customer satisfaction
- Collaborated with cross-functional teams to develop and implement process changes.
Service Desk Engineer
WE-Data
10.2012 - 03.2014
- Handled technical issues for the banking sector, preparing performance reports that showed a 30% decrease in reported incidents
- Delivered advanced technical support to banking clients and ensured prompt response to all technical inquiries
- Improved regular maintenance strategies, leading to increased network stability and customer satisfaction
- Improved client relationships through consistent communication, providing status updates on ongoing issues and resolutions.
Installation Team Representative
LINKDSL
05.2010 - 10.2012
- Handled technical issues for the banking sector, preparing performance reports that showed a 30% decrease in reported incidents
- Delivered advanced technical support to banking clients and ensured prompt response to all technical inquiries
- Improved regular maintenance strategies, leading to increased network stability and customer satisfaction
Education
MBA - Marketing
Arab Academy for Science and Technology and Maritime Transport
10.2024
Bachelor of Engineering - Electronics and Communication
Cairo University
05.2009
Skills
- VPN Configuration & Management
- Troubleshooting & Issue Resolution
- Technical Documentation & Reporting
- Team Leadership & Mentorship
- Problem-Solving & Analytical Thinking
- Effective Communication
- Adaptability to New Technologies
- Time Management & Prioritization
- Client Relationship Management
- Attention to Detail & Accuracy
- Network Troubleshooting
- Ticketing system proficiency
- Remote Support
- Customer Support Management
Languages
Arabic
Native language
English
Proficient
C2
Certificationsandcourses
- CCNA, Cisco, 960/1000
- CCNP Troubleshooting, Cisco, 945/1000
- BGP Routing Protocol Course
- MPLS L3/L2 VPN Course
- MBA (Currently Studying), 11/22
Timeline
Technical Support Supervisor Engineer
WE-Data
08.2020 - Current
Technical Support Senior Engineer
WE-Data
05.2018 - 08.2020
Senior Technical Account Manager
WE-Data
02.2017 - 05.2018
Technical Account Manager Engineer
WE-Data
04.2016 - 02.2017
Enterprise Engineer, Banking Sector
WE-Data
03.2014 - 04.2016
Service Desk Engineer
WE-Data
10.2012 - 03.2014
Installation Team Representative
LINKDSL
05.2010 - 10.2012
Bachelor of Engineering - Electronics and Communication
Cairo University
MBA - Marketing
Arab Academy for Science and Technology and Maritime Transport
Similar Profiles
Rehab IbrahimRehab Ibrahim
Senior Workforce Management at WE-DataSenior Workforce Management at WE-Data
Ahmed FahmyAhmed Fahmy
Banking Sector Support Supervisor Engineer at WE-DataBanking Sector Support Supervisor Engineer at WE-Data
Abdulla TreekAbdulla Treek
Freelance Data Engineer / Data Analyst at Freelance Data Engineer / Data AnalystFreelance Data Engineer / Data Analyst at Freelance Data Engineer / Data Analyst