Ghada Elamrousy
Application Support Manager
Cairo
Summary
Dynamic Application Support Manager with a proven track record in enhancing incident resolution and user satisfaction. Expertise in streamlining processes and developing training materials to boost team performance and operational efficiency.
Overview
36
36
years of professional experience
Work History
Application Support Manager
TEA Computers
02.2000 - Current
- Led application support team, enhancing incident resolution times and improving user satisfaction.
- Streamlined troubleshooting processes for software applications, reducing downtime and increasing operational efficiency.
- Developed training materials and sessions for staff, fostering skill enhancement and knowledge sharing across teams.
- Implemented best practices for application management, ensuring compliance with industry standards and security protocols.
Technical Support Representative
AAW
06.1998 - 02.2000
- Resolved technical issues using troubleshooting techniques and diagnostic tools.
- Provided exceptional customer service through effective communication and problem-solving skills.
- Documented and tracked support requests in ticketing system for efficient resolution management.
- Trained new staff on support protocols, enhancing team productivity and knowledge retention.
Technical Specialist
Interface
05.1996 - 05.1998
- Led implementation of system upgrades to enhance operational efficiency and streamline processes.
- Provided technical support for software applications, ensuring optimal functionality for end-users.
- Developed training materials to improve staff proficiency in new technologies and systems.
- Collaborated with cross-functional teams to identify and resolve technical issues impacting productivity.
Technical Specialist
Computech
06.1992 - 03.1994
- Analyzed user feedback to drive continuous improvement in product features and user experience.
- Mentored junior staff, fostering skills development and enhancing team performance on projects.
- Spearheaded initiatives to optimize workflow processes, resulting in improved service delivery times.
- Evaluated emerging technologies to recommend solutions that align with organizational goals and strategies.
Software Designer
Alamiah Sakhr
03.1992 - 03.1994
- Led design and development of software applications, ensuring alignment with user requirements and industry standards.
- Mentored junior designers, fostering skill development and enhancing team performance through knowledge sharing.
- Streamlined software design processes, improving efficiency and reducing time-to-market for new features.
- Collaborated with cross-functional teams to define project scope and deliver innovative solutions that meet business objectives.
Technical Support
TEA Computers
12.1990 - 06.1992
- Streamlined technical support process for improved end-user resolution times.
- Enhanced customer satisfaction by providing efficient technical support and troubleshooting assistance.
- Provided technical support to staff members, resolving issues efficiently and effectively.
- Maximized user satisfaction by providing timely technical support and resolving issues efficiently.
Education
Bachelor of Science - Math And Computer Sciense
Faculty of Science
Ain Shams University 04.2001 -
Timeline
Bachelor of Science - Math And Computer Sciense
Faculty of Science
04.2001 -
Application Support Manager
TEA Computers
02.2000 - Current
Technical Support Representative
AAW
06.1998 - 02.2000
Technical Specialist
Interface
05.1996 - 05.1998
Technical Specialist
Computech
06.1992 - 03.1994
Software Designer
Alamiah Sakhr
03.1992 - 03.1994
Technical Support
TEA Computers
12.1990 - 06.1992