Moe A. Gawad
Sr. Technical support engineer
Cairo,C
How many ideas have there been in the history of the human race that were unthinkable ten years before they appeared?
Fyodor Dostoevsky
Summary
Knowledgeable person ready to undertake management of challenging technical environments. Consummate provider of flawless operational continuity. Proponent of consistent technological growth through exceptional engineering. Keen to take operational ownership of software industry technical support operations.
Overview
5
5
years of professional experience
23
23
Bachelor degree in Business Information System
3
3
Languages
Work History
Senior Technical Support Engineer
Upland
Cairo, New Maadi
08.2019 - Current
- Served as primary point of contact for support relating to owned solutions and products.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Held meetings to provide platforms for knowledge-sharing of discovered issues and recurrent custom complaints.
- Performed root cause analysis of reported issues to decisively discern and enact corrections.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained response times in compliance with internal policies to support business continuity.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Customer Success Specialist
Centro
Cairo, Cairo
07.2018 - 06.2019
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recorded account information to open new customer accounts.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
- Processed customer adjustments to maintain financial accounts.
Quality Assurance Specialist
QGS
cairo, Cairo
06.2017 - 07.2018
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.
Human Resources Specialist
Xceed
Cairo, Cairo
06.2015 - 03.2016
- Handling daily tasks for the recruitment process.
- making phone calls for 3 different projects.
- making Technical test to the new candidates.
- Interviewing the new candidates.
- pass the accepted candidate to the supervisor.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Reviewed existing policies and procedures to make recommendations for enhancing work productivity, recruitment, hiring processes and talent management.
Education
High School Diploma -
01.2000 - 07.2015
- Awarded 1st place 3 times in Basketball
Bachelor of Science - Business Information Technology
02.2015 - 02.2022
Skills
Software Debugging
Performance Optimization
IT Infrastructure Planning
Customer relationship management
Support system management
Application support
Communication skills
SQL
Leadership
Bug tracking
Remote Diagnostics
Technical Support
Technical Writing
Technical Analysis
Project Management
Customer service expert
Root cause analysis
Process improvement
Internal policy compliance
Software diagnosis
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 4 staff members.
- Collaborated with team of 25 in the development of PostUp.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved Incident which led to effective results .
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Technical Support Engineer - Upland
08.2019 - Current
Customer Success Specialist - Centro
07.2018 - 06.2019
Quality Assurance Specialist - QGS
06.2017 - 07.2018
Human Resources Specialist - Xceed
06.2015 - 03.2016
Canadian International College - Bachelor of Science, Business Information Technology
02.2015 - 02.2022
Victory College - High School Diploma,
01.2000 - 07.2015