Tarek Hassan

• Managed a team of support professionals, providing guidance and mentorship to ensure optimal performance.
• Optimized team performance by implementing regular training sessions, fostering collaboration, and setting clear expectations.
• Improved regional support operations by streamlining communication and documentation processes.
• Ensured timely escalation of high-priority issues to appropriate departments for swift resolution, minimizing impact on customers'' businesses.
• Collaborated with cross-functional teams to identify areas of improvement within the organization, leading to increased efficiency and productivity.
• Evaluated existing support tools/software to determine potential areas for enhancement or replacement options to increase efficiency in service delivery.
• Coordinated regional resources effectively in order to address sudden increases in demand or unexpected challenges without compromising service quality standards.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Manage the ongoing projects in EEMEA to ensure the completion of it till handing over to customers within the defined criteria (Budget, Time & Quality).

• Maintained schedules to meet key milestones at every project phase.
• Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
• Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
• Mentored junior project managers and team members to enhance their skills and career growth.
• Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
• Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
• Communicated project plans and progress to key stakeholders and project contributors.

• Led cross-functional teams in the development of new service offerings, aligning with market trends and customer needs.
• Reduced response times for customer inquiries through the implementation of a centralized communication system.
• Oversaw budget management for the department, ensuring proper allocation of resources while minimizing unnecessary expenditures.
• Coordinated closely with other departments to identify opportunities for collaboration, ensuring seamless execution on joint initiatives.
• Established clear performance expectations for team members, resulting in higher productivity levels and better overall results.
• Enhanced customer satisfaction by implementing effective service strategies and streamlining processes.

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.

• Performed onsite installation, modification and maintenance of systems and equipment.
• Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
• Disassembled and reassembled complex machinery to repair or replace worn.