Kareem Ali

• Provide bilingual (French/English) technical support to enterprise and retail clients.
• Diagnose and resolve hardware, software, and network issues via phone, email, and chat.
• Escalate complex incidents to higher-level support while maintaining SLA compliance.
• Document solutions in knowledge base to improve first-call resolution rates.

• Delivered Tier 1 and Tier 2 support for enterprise clients across EMEA.
• Handled ticketing system workflows, reducing average resolution time by 20%.
• Provided bilingual support for international teams, ensuring clear communication.