Ahmed Tarek
Technical Support Manager - Odoo Implementer
Cairo
Summary
Dynamic Technical Support Manager with a proven track record at Engineering Tracks, enhancing customer satisfaction through effective problem-solving and operations management. Skilled in staff training and policy development, I successfully implemented a ticketing system that boosted team productivity and optimized 24/7 support coverage, ensuring timely resolutions for high-priority issues.
Skilled in Odoo implementation to streamline business processes and enhance operational efficiency.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Technical Support Manager
Engineering Tracks
Cairo, Egypt
06.2021 - Current
- Odoo System Management and Implementation: Overseeing all phases of ERP system setup and customization to meet company needs, and ensuring seamless reporting and data integration across different departments.
- Developed and implemented training initiatives for new hires.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Tracked KPIs and created continuous improvement plans.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
- Supported new product launches through seamless integration of new technologies into existing support frameworks.
- Employee Training and Development: Developing user training programs on how to use the Odoo interface and training the support team on resolving complex technical problems.
- Employee Training and Development: Developing user training programs on how to use the Odoo interface and training the support team on resolving complex technical problems.
- Data Analysis and Problem Solving: Monitoring recurring system failures and developing effective solutions to prevent their recurrence, while providing management with regular reports on system and team performance.
System Administration
Ministry of Planning
Cairo, Egypt
02.2020 - 05.2021
- Maintained and developed supporting documentation for complex system administration processes, updating with new technological solutions.
- Automated repetitive tasks through scripting, increasing efficiency and reducing human error in system administration tasks.
- Trained junior engineers on best practices related to system administration, providing guidance and mentorship for their professional growth.
- Provided expert guidance on best practices in system administration, contributing to increased efficiency across the organization.
Education
Bachelor of Science - Computer Science
Higher Technological Institute-10 of Ramadan.
Al 'Ashir Min Ramadan, Egypt 04.2001 -
Skills
Customer communications
Customer support management
Operations management
Customer support
Staff training
Policy development
SLA management
Problem-solving
Time management
Team collaboration
Timeline
Technical Support Manager
Engineering Tracks
06.2021 - Current
System Administration
Ministry of Planning
02.2020 - 05.2021
Bachelor of Science - Computer Science
Higher Technological Institute-10 of Ramadan.
04.2001 -