Shaimaa Zakaria Ibrahim Youssef
Alexandria
Summary
Dynamic Technical Support Specialist with a proven track record at Alex Water Company, adept at resolving complex issues and enhancing customer satisfaction. Proficient in Auto-Cad and Microsoft Office, I excel in fast-paced environments, leveraging strong communication skills to deliver innovative solutions and streamline processes effectively.
Overview
2026
2026
years of professional experience
Work History
Technical Support Specialist
water company
Alexandria
2025 - Current
- Provided technical assistance to customers regarding water services and billing inquiries.
- Diagnosed and resolved software issues related to customer account management systems.
- Collaborated with field technicians to address service-related concerns effectively.
- Documented customer interactions in the support ticketing system accurately.
- Assisted in training new team members on company policies and procedures.
- Conducted follow-up calls to ensure customer satisfaction with resolved issues.
- Maintained knowledge of current water regulations and company services for accurate support.
- Escalated complex technical problems to senior staff for further investigation and resolution.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
- Tracked customer requests from initial contact through resolution.
- Troubleshot system errors and identified potential solutions.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Provided comprehensive technical support to customers via telephone, email and chat.
- Documented and updated case notes for each customer and work order.
- Conducted tests to identify malfunctions in hardware or software systems.
- Resolved customer issues related to operating systems, network connectivity, software applications and hardware components.
- Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
Designer for New Irrigation Systems
Techno-Alex
Alexandria
01.2005 - 01.2007
- Delivered services to customer locations within specific timeframes.
- Paid attention to detail while completing assignments.
- Completed paperwork, recognizing discrepancies.
- Learned and adapted quickly to new technology and software.
- Good Computer Skills of Microsoft office (Excel, Word & PowerPoint)
- Auto-Cad
- Java programming language
Commercial Follow Up Department
Alex water Company
Alexandria
- Strengthened communication skills through regular interactions with others.
- Worked effectively in fast-paced environments.
- Innovative solutions.
- Time management to meet deadlines.
- Analyzed information and provided solutions to problems.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Education
Data Analysis -
Coursera
05.2024
MBA-SME'S -
Arab Academy For Science And Maritime
Alexandria, Egypt11.2023
Skills
- Good Computer Skills of Microsoft Office (Excel, Word & PowerPoint)
- Auto-Cad
- Java programming language
Hobbies and Interests
- Prefer reading economical articles to increase knowledge.
- Creating hand-made pieces in leisure time.
- Creating short videos with voiceovers.
Languages
- Arabic, Native
- English, Medium
Personal Information
- Date of Birth: 05/19/84
- Gender: Female
- Nationality: Egyptian
- Marital Status: Single
Timeline
Designer for New Irrigation Systems
Techno-Alex
01.2005 - 01.2007
Commercial Follow Up Department
Alex water Company
Technical Support Specialist
water company
2025 - Current
Data Analysis -
Coursera
MBA-SME'S -
Arab Academy For Science And Maritime