Omar Roshdy
Technical Support Engineer
Cairo
Summary
Experienced Technical Support Engineer with 6 years of expertise in troubleshooting and root cause analysis. Proven success at a Microsoft Partner, improving customer satisfaction and operational efficiency. Strong communicator, skilled in mentoring and resolving complex technical issues.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer
Microsoft Partner
05.2022 - 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.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Technical Support Representative (German Speaker)
Lufthansa Airlines
11.2021 - 04.2022
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Tier 2 Technical Support Specialist
Altice USA
06.2020 - 10.2021
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Tier 2 Technical Support Specialist
Vodafone UK
06.2018 - 10.2019
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Education
Bachelor of Mechatronics Engineering - Mechanical Engineering Department
Tanta University
Tanta 04.2001 -
Skills
Technical customer Support
Root Cause Analysis
Problem-Solving
Fast Learner
Teamwork and Collaboration
Remote Support
Ticket management
Problem-solving abilities
Excellent Communication
Time Management
Languages
Arabic
Native language
English
Advanced
C1
German
Upper intermediate
B2
Timeline
Technical Support Engineer
Microsoft Partner
05.2022 - Current
Technical Support Representative (German Speaker)
Lufthansa Airlines
11.2021 - 04.2022
Tier 2 Technical Support Specialist
Altice USA
06.2020 - 10.2021
Tier 2 Technical Support Specialist
Vodafone UK
06.2018 - 10.2019
Bachelor of Mechatronics Engineering - Mechanical Engineering Department
Tanta University
04.2001 -
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