Essam El-shorbagy

Senior IT – Projects Support Engineer at Tacme

• United Arab Emirates - Dubai
• My current job since October 2016

 Create tickets and tasks for the team
 Monitor team performance and report
 Discover training needs and provide coaching
 Listen to team members’ feedback and resolve any issues or conflicts
 Manages the payroll and oversees expenses and accounts payable for the assigned area, practicing cost containment strategies as appropriate.
 Installing, configuring computer hardware, operating systems, and applications.
 Monitoring, maintaining, and reporting overall quality control of the projects on daily basis
 Managing projects along with managing numerous teams during projects
 Maintain project database by writing computer programs: inserting and backing up data.
 Monitoring and maintaining computer systems, troubleshooting system and network problems and diagnosing and solving hardware or software errors.
 Testing and evaluating new technology.
 Determine project specifications by studying product design, customer requirements, and performance standards, completing technical studies, and preparing cost estimates.
 Managing the technical issues by working with our development team to resolve the issues when necessary.
 Managing equipment’s, consumables, and other supplies stocks and replacing parts when necessary.
 Discussing with clients, computer users to determine the nature of the issues, resolving escalated client’s complaints, and provide training to clients when requested.

Technical Support at El Sherif for import and export

• Egypt - Alexandria
• October 2015 to June 2016

o Installing and configuring computer hardware operating systems and applications.
o Monitoring and maintaining computer systems.
o Troubleshooting system and network problems and diagnosing and solving hardware or software faults.
o Replacing parts as required.
o Setting up new users accounts and profiles and dealing with password issues.
o Testing and evaluating new technology.

Contact Center Technical Support Executive at aramex

• United Arab Emirates - Dubai
• August 2013 to March 2015

 Support and provide superior service via phones and e-mails.
 Use questioning and listening skills that support effective telephone communication.
 Use an effective approach to handle special telephone tasks like call transfers, call backs, and holds.
 Apply appropriate actions to effectively control a telephone call.
 Provide customers with product and service information.

Software Engineer at Blue Flare Company

• Egypt - Alexandria
• June 2012 to July 2013