IT Services senior Analyst
MARS Inc.
مجموع سنوات الخبرة :16 years, 11 أشهر
• Acting as META region representative, (Middle East, Turkey and Africa), in the European IMPACT team
• Led and supervised the IT support team (4 staff) responsible for the whole campus.
• Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
• Promoted to assume additional responsibilities as Technical Adviser providing expert guidance to Help Desk staff.
• Developed process within the team to improve communication and instilled a team mentality versus a support center island mentality reducing case turnover by 25%.
• On-site premium support for senior executive video-conferencing meetings - setup, test & support.
• Suppliers & Contracts Management, Follow up on the progress of running projects.
• Business Process Outsourcing Data Trainer for Universities students under the supervision of the Ministry of communication and Information Technology.
• Facilitated, Managed and delivered training for soft skills, communication process and computer courses.
• Hired, trained and developed highly effective Technical support team that consistently exceeded 97% customer satisfaction ratings
• Achieved 25% increase in first-call resolutions by establishing internal training for product certification program designed to improve technical competencies of technicians.
• Facilitated, Managed and delivered training for soft skills, customer service, and call center software.
• Training of handling customer complains.
• Act as a first line of support to all VF Egypt users’ inquiries (technical / billing).
• Closed 95% of trouble tickets on the first call without escalation.
• Awarded “Star Employee” three times for delivering outstanding technical support and customer service.
B.A. Faculty of Commerce, Accounting Section