Technical Support Team Lead
Nebras Technology
Total years of experience :13 years, 8 Months
• Successfully particpated in increasing installtion base to 1200+ installation around the world.
• One of the major factors that increses the NPS (Net Promoter Score) from 48% to 78%.
• Increase Service Revenue by 500 %.
• Developed strong relationships with manager and staff, creating cohesive and producative team within a deadline driven environement.
• Set a new solid effective process for Technical support team.
• Help greatly in forming a decision to develop two new products.
------------------------------------------------------------------------
• Creates and manages comprehensive project plans, encompassing project team structure and resource assignment, implementation, testing and training plans, and transition to support team
• Manages daily activities, issue resolution and communication across project execution teams in order to deliver projects on-time, as-requested by customer.
• Directs contractor and employee resources in the completion of project tasks
• Identifies, tracks, and escalates all project risks
• Effectively communicates and works across teams and functions to successfully roll out projects.
• Understand and keep up to date with current technology.
• Understand and keep up to date with the technical requirements of the assigned products.
• Assist in the definition of the requirements of the solution.
• Define the technical responsibilities of the customer.
• Prepare demonstrations.
• Assist with demonstrations.
• Solution installations as directed by the Project Manager.
• Liaison with third parties on technical matters.
• Testing the installed solution works technically.
• Integration specification and configuration.
• Act as a technical liaison with Central Teams or Business Units.
• Work with customer to ensure the solution sits correctly within his technical environment and that remote links are facilitated.
• Assist Project Manager with maintaining the issue log.
• Perform upgrades.
• Attend site post go live in situations where Customer Care cannot resolve a problem remotely. Quality & Regulatory (Q&R)
• Responsible for reviewing quotation / solution developed for the customer for technical feasibility
• Responsible for reporting customer feedback according to applicable quality standard policy and follow up relevant assigned quality & regulatory training in a timely manner.
• Raise clinical awareness in the Egyptian healthcare environements.
• Reach 95% of cases resolution per day including complex issues.
• Particpated in more than 50+ Large projects.
• Work with requirements definition and implementing tests, configuration and updates for implementation of solutions in hospital environments.
• Providing proactive technical administration, planning, coordination, and documentation.
---------------------------------------------------------------------
● Implementation of RIS & PACS solutions (remotely and on-site):
● Training; both RIS & PACS.
● Identifying and developing RIS work-flow; (inc OC and HIS/PAS/Report distribution).
● Identifying and developing PACS image work-flow across multiple/remote locations.
● Image display optimization (clinical background an advantage).
● Ongoing support (remote and on-site):
● Application support.
● Application remote diagnostics.
● Incident triage remote support.
● Modification implementation and adjustments.
● Gain knowledge and familiarity with customers and their environments within the assigned geography (current operations and workflow, desired operations and workflow, image quality, training function and resources, etc.).
● Improve customer satisfaction (as measured by Customer Satisfaction Survey) by providing training, applications consulting and image quality expertise, so that customer expectations are met or exceeded.
● Meet regularly with Project Manager, Implementation Team and Business Managers to provide customer feedback, assist with project plans and align schedules. Perform as a project team member or product expert and provide back up as necessary.
● Participate in training programs to enhance training and applications consulting skills.
● Develop/deliver HCIS training programs for Implementations team (upon request).
● Provide product demonstrations and attend to demonstrate at exhibitions when required.
● Assist in completing customer documentation.
● Provide application support and input into the tender process by providing assistance to the Account Managers and Product Specialists, working in a multi-disciplinary team to complete tender responses that meets and exceeds customer expectations.
● Provide a timely response to customer inquiries and complaints.
● Provide reports to Business Manager as requested.
● Clearly understand and then meet or exceed performance
• Making “out-of-service” equipment available again.
• Design a new System for inventory management.
--------------------------------------------------------------------
-Supervising the new equipment's installation
-Performing plan preventive maintenance/inspections, calibrations, commissioning, evaluation and repair maintenance on Biomedical equipment
-Work closely with other departments and contract service providers
-Perform on call duties and respond to emergency breakdown calls efficiently and timely manner
-To perform any other duties assigned and involve in special projects from time to time
2005-2010 Bachelor of Systems and Biomedical Engineering- Cairo University