Mahmoud Elokda
Nasr City,Egypt
Summary
Accomplished professional with expertise in troubleshooting and remote assistance, complemented by a strong ability to work collaboratively within teams. Demonstrates proficiency in providing training across all RIP software platforms, ensuring seamless integration and operation. Possesses a robust background in quality assurance within the textiles fabric industry, with a specialised focus on colour management. Committed to leveraging skills to enhance operational efficiency and drive continuous improvement in technical environments.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work history
Technical & 3rd Party Network Support Specialist
EPSON MIDDLEEAST OFFICE
03.2024 - 05.2025
- Provide advanced technical problem solving to end users, resellers, service Partners and the (outsourced) Helpdesk.
- Escalate issues to 3rd level Technical Support team via the online tool as required
- Create training course content for maintenance and repair on current and new products for service partners and service dealers. Deliver training courses on maintenance and repair of current and future products to service partners and service dealers, both onsite and virtual.
- Undertake investigation of first time fix and re-repair rate with service partners and service
dealers to ensure quality standards are maintained and improved and customer satisfactions
levels are achieved - Provide on site support with specific expertise to end users, resellers and service partners and service dealers, when appropriate
- Monitor product failures to identify any ongoing problems that may require attention and
provide feedback to manager and 3rd level Technical Support teams - Support manager with ensuring allocated service partners achieve operational KPI’s and
required standards set out in the contractual agreement - Where required, due to local business structure or needs, provide technical pre-sales support, which may also include supporting events and demonstration
- Participate in relevant internal technical community forums to share best practice and learn
from counterparts across EMEA. - Support all technical enquiries that are raised to the team
Technical Support Supervisor & Pre sales Engineer
CMYK Digital Print Solutions
02.2014 - 12.2023
- Transferred to the Textile Department as a Technical Supervisor as well as quality assurance for customers
- Worked with a number of different industrial sublimation machines like Epson Fseries, Homer, Atexco, MS and Reggiani NX4 along with most different kinds of Chinese machines.
- Remote assistance for all CMYK customers.
- Also Responsible for Ink Switching in the above models as well as colour management.
Education
Bachelor degree - Electronics & Comunication Engineering
AAST Arab Academy of science and Technology
01.2008 - 01.2013
Skills
- Troubleshooting
- Remote assistance
- Team Work
- Ability to work and Provide training in all RIP softwares
- Quality Assurance in Textiles Fabric
- Color Management
Timeline
Technical & 3rd Party Network Support Specialist
EPSON MIDDLEEAST OFFICE
03.2024 - 05.2025
Technical Support Supervisor & Pre sales Engineer
CMYK Digital Print Solutions
02.2014 - 12.2023
Bachelor degree - Electronics & Comunication Engineering
AAST Arab Academy of science and Technology
01.2008 - 01.2013
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