Overview
Work History
Education
Skills
Accomplishments
Summary
Work Preference
contact
Timeline
Generic

Mohamed Waleed Mohamed

Senior IT Technical Support
cairo

Overview

5
5
years of professional experience

Work History

Senior IT Specialist

Etisalat UAE
09.2023 - Current
  • Enhanced team productivity by implementing efficient project management strategies.
  • Streamlined internal processes for improved operational efficiency and cost savings.
  • Developed comprehensive training programs for new hires, resulting in faster onboarding and better overall performance.
  • Conducted thorough market research to identify new business opportunities, leading to increased revenue streams.
  • Spearheaded cross-functional collaboration initiatives to foster innovation and drive business growth.
  • Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
  • Negotiated contracts with vendors, securing favorable terms that benefited the organization''s bottom line.
  • Mentored junior staff members, fostering professional development and nurturing future leaders within the organization.
  • Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
  • Evaluated vendor proposals thoroughly, selecting partners who provided the best value for the investment made by the organization.
  • Introduced innovative solutions to address critical business challenges, driving significant improvements in performance metrics.
  • Ensured compliance with industry regulations by keeping abreast of changes in legislation and updating internal policies accordingly.
  • Conducted independent technical reviews of current processes and records to proactively identify and correct process and system issues.
  • Modeled effective and constructive communication behaviors between department heads, low-level staff and senior leaders to improve cross-functional collaboration.
  • Followed all company policies and procedures to deliver quality work.
  • Identified areas in need of critical improvement and implemented strategies to achieve targets.
  • Maintained current understanding of market conditions, compliance standards and best practices.
  • Assisted with staff training to enforce quality, safety and sanitation guidelines.
  • Created and delivered presentations to internal and external stakeholders to showcase work.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Frequently inspected production area to verify proper equipment operation.
  • Generated reports detailing findings and recommendations.

IT Specialist

Etisalat UAE
07.2023 - Current
  • Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
  • Optimized network performance through regular monitoring and maintenance.
  • Reduced downtime by identifying potential issues and resolving them proactively.
  • Developed customized software solutions for improved business processes and increased productivity.
  • Secured sensitive data by establishing robust cybersecurity measures and protocols.
  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.
  • Collaborated with cross-functional teams to develop innovative IT strategies aligned with business goals.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Translated complex technical issues into digestible language for non-technical users.

Technical support, Grocer

Etisalat
01.2022 - 07.2023
  • Expert desk &complain team (Etisalat UAE, Retail support(El
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Customer Service Representative WE

Customer Service Represenative
, Cairo
01.2019 - 06.2022
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Developed and maintained courteous and effective working relationships.

Freelancer, Customer Service Representative

SRS
01.2020 - 01.2021
  • Analysis, for Each Project
  • Do Static Testing
  • Do Dynamic Testing
  • Do Exploratory Testing
  • Execute Test cases & Write Bug Report
  • Test API with Postman
  • Create assets management (windows app (C#))
  • Create MDT server
  • Domain
  • DHCP
  • Active directory
  • DNS

Education

Bachelor of Computer Science - Computer and Information Sciences

El-Shrouck Academy
2019

Skills

  • Requirement Analysis
  • Functional testing
  • Fundamentals of Agile Methodology
  • Java , HTML , CSS , Fundamental of Javascript,php
  • SQL
  • Basics automation Testing by Selenium WebDriver, TestNG and Maven
  • C#
  • TOOLS :
  • SQL Server Management Studio
  • ECLIPSE IDE
  • Jira
  • Postman
  • Visual Studio Code
  • Hardware Upgrades
  • Configuring Devices
  • Technical Support and Assistance
  • Application Support
  • Desktop Support
  • User Experience
  • Quality Assurance
  • Hardware Repair
  • Support End-Users
  • Troubleshooting

Accomplishments

  • ISTQB Foundation Level From Mahara-Tech-ITI
  • Effective Test Case and Bug Report Writing Techniques From Mahara-Tech-ITI
  • PHP & HTML Introductory Course From Udemy
  • Communication skills:
  • Able to work under tight schedules and limited budgets to achieve innovative designs that meet and exceed objectives
  • Communicating with teammates and the Leader to solve problems
  • Work under pressure
  • Good Negotiator
  • Time Management

Summary

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows. Proven skill in resolving problems quickly on first call.

Work Preference

Work Type

Full Time

Work Location

HybridRemoteOn-Site

contact

linked in account : linkedin.com/in/mohamed-waleed-069514232

Phone: 01119002304

Email: mohamed.waleed.lotfy.azmi15@gmail.com

Timeline

Senior IT Specialist

Etisalat UAE
09.2023 - Current

IT Specialist

Etisalat UAE
07.2023 - Current

Technical support, Grocer

Etisalat
01.2022 - 07.2023

Freelancer, Customer Service Representative

SRS
01.2020 - 01.2021

Customer Service Representative WE

Customer Service Represenative
01.2019 - 06.2022

Bachelor of Computer Science - Computer and Information Sciences

El-Shrouck Academy

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Mohamed Waleed MohamedSenior IT Technical Support