Summary
Overview
Work History
Education
Skills
Languages
Certification
Hobbies and Interests
Timeline
Generic
Mohamed Samir

Mohamed Samir

Giza,6Oct

Summary

Results-driven Strategic Research & Data Analyst at Telecom Egypt, skilled in SQL and data visualization. Successfully designed dashboards that enhanced performance monitoring and informed management decisions. Proven analytical problem solver with a strong focus on business intelligence, driving continuous improvement initiatives to optimize service delivery and customer experience.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Strategic Research & Data Analyst

Telecom Egypt Company
Egypt
06.2021 - Current
  • Generated reports from large datasets to support management's data-driven decisions.
  • Designed and maintained dashboards for monitoring real-time performance metrics.
  • Extracted, cleaned, and manipulated data using SQL and Excel across various databases.
  • Collaborated with cross-functional teams to identify key business insights for optimization.
  • Conducted statistical analysis and data mining to reveal trends and patterns.

IT Help Desk

Telecom Egypt
Egypt
02.2019 - 05.2021
  • Provided first-line technical support for hardware, software, network, and system issues.
  • Identified and resolved technical problems reported by end users promptly.
  • Managed and tracked help desk tickets to ensure timely resolution of issues.
  • Collaborated with IT teams on software and hardware upgrades to enhance performance.
  • Assisted in maintaining and updating company systems for optimal functionality.
  • Monitored network and system performance to identify and resolve potential issues.
  • Delivered professional customer support to ensure a positive user experience.

Service Level Management Specialist

Telecom Egypt
Egypt
01.2017 - 02.2019
  • Service Level Management
    Define, negotiate, and maintain SLAs with internal stakeholders and external partners.
    Monitor and report on SLA performance, highlighting breaches, risks, and trends.
    Drive continuous improvement initiatives to enhance service delivery.
  • Performance Monitoring & Reporting
    Develop dashboards, scorecards, and performance reports for management.
    Provide root cause analysis for SLA breaches and ensure corrective action.
    Ensure data accuracy and integrity in service performance reporting.
  • Customer Care Support
    Align service performance with customer experience goals.
    Act as a point of escalation for service issues impacting SLAs.
    Collaborate with Customer Care teams to resolve performance gaps.

Quality Assurance Specialist

Telecom Egypt Company
Egypt
12.2014 - 01.2017
  • Monitored inbound and outbound calls to ensure adherence to company guidelines and best practices.
  • Evaluated call quality against KPIs and standards, delivering constructive feedback for improvement.
  • Prepared detailed reports on performance trends and agent evaluations for management review.
  • Ensured compliance with company policies, industry regulations, and legal requirements during calls.

Advanced Technical Support Specialist

Telecom Egypt Company
Egypt
09.2012 - 12.2014
  • Delivered advanced technical support to customers for Mail, Domain, and Static IP issues via phone, email, or chat.
  • Diagnosed root causes of technical problems and provided timely solutions to customers.
  • Resolved escalated technical issues referred by call center agents or teams.
  • Educated customers on best practices and product features to prevent future issues.

Call Center Technical Support Agent

Telecom Egypt Company
03.2011 - 09.2012
  • Delivered technical support to customers via phone, email, and chat for product issues.
  • Diagnosed and resolved diverse technical problems, including hardware, software, and network issues.
  • Escalated complex or unresolved issues to higher-level technical teams for thorough investigation.
  • Maintained up-to-date knowledge of product features and specifications to provide accurate guidance.

VBA Programming

Xerox
11.2009 - 03.2011
  • Created and maintained user forms, macros, functions and queries using VBA programming language.

Sales Representative

Alico AIG
Egypt
05.2009 - 11.2009
  • Conducted product presentations to educate clients on features and benefits.

Education

Bachelor of Science - Computer Information Systems

Cairo Higher Institute
Egypt
05-2009

Skills

  • Data visualization
  • Teradata BTEQ
  • Statistical analysis
  • Report generation
  • SQL proficiency
  • Performance monitoring
  • Transact SQL
  • Microsoft power BI
  • Data visualization and presentations
  • SQL
  • Tableau software
  • MS Excel
  • Data validation
  • Data modeling
  • Business needs analysis
  • Business intelligence tools
  • Analytical problem solving
  • Business management
  • Analytical thinking

Languages

English, Conversational

Certification

  • Microsoft Power BI data modeling with DAX
  • Advanced SQL
  • Microsoft Power Automate
  • Professional diploma in programming
  • Microsoft Certified IT Professional Administrator (MCITP Admin)
  • Microsoft Certified Solutions Expert (MCSE 2012)
  • Cisco Certified Network Associate (CCNA)
  • International Software Testing Qualifications Board (ISTQB)
  • ICDL

Hobbies and Interests

  • Reading
  • Football
  • Swimming

Timeline

Strategic Research & Data Analyst

Telecom Egypt Company
06.2021 - Current

IT Help Desk

Telecom Egypt
02.2019 - 05.2021

Service Level Management Specialist

Telecom Egypt
01.2017 - 02.2019

Quality Assurance Specialist

Telecom Egypt Company
12.2014 - 01.2017

Advanced Technical Support Specialist

Telecom Egypt Company
09.2012 - 12.2014

Call Center Technical Support Agent

Telecom Egypt Company
03.2011 - 09.2012

VBA Programming

Xerox
11.2009 - 03.2011

Sales Representative

Alico AIG
05.2009 - 11.2009

Bachelor of Science - Computer Information Systems

Cairo Higher Institute

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