Mahmoud elsayed abdeen Elrawi

Provide Level 1 & 2 technical support for enterprise clients on Windows and Mac OS,
resolving 50+ tickets weekly
Manage network infrastructure tasks including VPN configuration and LAN troubleshooting
for remote workers
Utilize JIRA and CRM systems to document incidents, achieving 95% first-contact resolution
Collaborate with cross-functional teams to escalate and resolve complex technical issues
within SLA timelines

• Delivered exceptional customer care through live chat, ensuring prompt and accurate responses to inquiries.
• Utilized effective communication skills to build rapport with customers, enhancing their overall experience.
• Analyzed customer feedback to identify trends and improve service delivery, contributing to increased customer satisfaction.
• Collaborated with sales and marketing teams to promote products, leveraging insights gained from customer interactions.
• Developed strategies to streamline communication processes, resulting in reduced response times and improved efficiency.
• Transitioned customer service expertise into sales and digital marketing, focusing on driving engagement and conversions.

Handled high-volume technical inquiries regarding internet connectivity, VoIP services, and
network configurations
Collaborated with network engineering teams to troubleshoot and resolve widespread
service outages affecting 1000+ users
Mentored junior agents on best practices for technical troubleshooting and customer
communication

Handled high-volume technical inquiries regarding internet connectivity, VolP services, and
network configurations.
Collaborated with network engineering teams to troubleshoot and resolve widespread
service outages affecting 1000+ users
Mentored junior agents on best practices for technical troubleshooting and customer
communication

Provided remote technical support for international clients across Europe and GCC regions
using ServiceNow and Microsoft Teams
Managed user accounts, permissions, and security policies in Active Directory and Azure AD
environments
Troubleshot complex network issues including DNS, DHCP, and VPN connectivity for 200+
remote workers