Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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AHMED THARWAT

Senior Professional Services Specialist
New Cairo

Summary

Senior Professional Services Specialist with a strong track record at Foodics Egypt, specializing in service delivery optimization and customer support. Skilled in implementing software solutions and facilitating impactful product training that significantly enhances client satisfaction and retention. Known for exceptional problem-solving abilities and meticulous attention to detail, thriving in high-pressure environments.

Overview

6
6
years of professional experience
2
2
Languages

Work History

Senior Professional Services Specialist

Foodics Egypt
01.2025 - Current
  • Oversee and manage enterprise accounts to ensure satisfaction and retention.
  • Conduct regular audits of the team to assess performance levels and identify areas for improvement.
  • Lead the implementation of hardware and Foodics software installations, ensuring a seamless transition for clients.
  • Facilitate initial product training sessions to ensure clients understand the software and hardware functionalities.
  • Provide backend on-site training as requested by clients to enhance their operational efficiency.
  • Coordinate on-site technical visits for regular maintenance and emergency situations to address any urgent client needs.
  • Check and monitor the progress of assigned tasks and projects, ensuring all services are delivered in accordance with established SLAs

Professional Services Specialist

Foodics Egypt
01.2022 - 12.2024
  • Responsible for the Implementation of the Hardware & Foodics Software installation.
  • Responsible for the initial product know‑how and training.
  • Responsible for Backend On‑Site training requests
  • Responsible for On‑Site Technical Visits whether normal or emergency cases.
  • Check and monitor the tasks and projects assigned and deliver the services based on the SLAs.
  • Responsible for self‑continuous Foodics knowledge, reviewing and testing updates as early as possible to be able to deliver the service based on the new features added

Professional Services Engineer

POSRocket
08.2021 - 12.2021
  • Troubleshoot system and network problems, diagnosing and solving hardware or software faults and replace parts as required.
  • Provide support, including procedural documentation and relevant reports.
  • Support the roll‑out of new applications or new versions of current applications.
  • Report any issues the clients face to development through the correct channels.
  • Send technical documentation to customers who have lost or misplaced theirs.
  • Prioritize and manage many open cases at one time.
  • Respond within agreed time limits to tickets.
  • Adhere to pre‑acknowledged SLAs.
  • Set up new users' accounts and manage the admission of new clients.
  • Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem.
  • Assume remote control over customersʼ computers when necessary to resolve problems.

Technical Support Engineer

Telecom Egypt
08.2019 - 08.2021
  • Research and identify solutions to software and hardware issues related to network infrastructure.
  • Provide client with support and solution for technical issues.
  • Diagnose and troubleshoot technical issues including network and modem/dsl configuration.
  • Escalate unresolved issues to appropriate internal teams.
  • Responsible for Installation/maintenance of FTTH Broadband services in residential/business premises.
  • Domain, hosting and email troubleshooting.

Technical Support Representative

Telecom Egypt
02.2019 - 07.2019
  • diagnose tech issues and walk customers through the steps needed to fix various problems.
  • answer incoming phone calls and provide support to callers experiencing computer problems of all kinds , listen to descriptions of customer issues and determine how and if they can be fixed.

Education

Bachelor's Degree in Information Technology - Information Technology

Sinai University
North Sinai
05.2001 -

Skills

Service delivery optimization

Customer support

Application Support

Handling customer complaints

Computer skills

Team collaboration

Attention to detail

Documentation and reporting

Technical support

CRM software

Product training

Point-of-sale system

Problem-solving

Time management

Accomplishments

  • The highest number of migrated accounts from POSRocket to Foodics POS in 2022 regarding acquisition
  • Report on the highest number of installations achieved in 2023.
  • Identify the peak number of installations in Foodics North Coast during the summer seasons of 2023 and 2024 within a short timeframe.
  • Acknowledge the top-performing employee for October 2023.
  • Recognize the Business Ops Superstar for September 2024
  • Foodics Hero for Q2 2024.
  • Honor the exceptional performance and dedication demonstrated throughout the production of the Million Pound Menu Egypt TV show, Season 1.

Timeline

Senior Professional Services Specialist

Foodics Egypt
01.2025 - Current

Professional Services Specialist

Foodics Egypt
01.2022 - 12.2024

Professional Services Engineer

POSRocket
08.2021 - 12.2021

Technical Support Engineer

Telecom Egypt
08.2019 - 08.2021

Technical Support Representative

Telecom Egypt
02.2019 - 07.2019

Bachelor's Degree in Information Technology - Information Technology

Sinai University
05.2001 -

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AHMED THARWATSenior Professional Services Specialist