Muhanad Rezk
Technical Support Engineer
Cairo
Summary
Adept Technical Support Engineer with a proven track record at Telecom Egypt - WE, where I excelled in remote assistance and technical troubleshooting. Leveraged problem-solving skills and teamwork to mentor juniors and serve as an escalation point, enhancing system reliability. Expert in software installation and hardware configuration, I significantly improved client satisfaction and operational efficiency.
Overview
2
2
years of professional experience
Work History
Technical Support Engineer
Telecom Egypt - WE
03.2023 - Current
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Developed strong working knowledge of product offerings, enabling accurate guidance for customers seeking assistance.
- Served as a liaison between clients and technical teams, ensuring timely resolution of complex issues.
IT Support Intern
Tech Solutions Inc.,
09.2022 - 02.2023
- Provided first-level technical support to employees, addressing hardware and software issues.
- Assisted in the installation, configuration, and maintenance of computer systems and peripherals.
- Resolved network connectivity issues and performed basic network troubleshooting.
- Logged and tracked support requests using the company’s ERP system, ensuring timely resolution.
- Collaborated with senior IT staff to develop and implement IT policies and procedures.
Education
Bachelor of Science - Computer Science And Information Technology
Ahram Canadian University
Cairo, Egypt 04.2001 -
Skills
Technical Support
Languages
Arabic
Native language
English
Intermediate
B1
Timeline
Technical Support Engineer
Telecom Egypt - WE
03.2023 - Current
IT Support Intern
Tech Solutions Inc.,
09.2022 - 02.2023
Bachelor of Science - Computer Science And Information Technology
Ahram Canadian University
04.2001 -
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