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
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
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 -