Mohamed Youssef

• Technical Support: Delivered expert support for InTouch HMI, System Platform, and InTouch
OMI, including license server setup, installation, and upgrades.
• Troubleshooting: Resolved 20+ cases monthly, addressing software, configuration, and
performance issues while maintaining high customer satisfaction.
• Urgent Case Management: Handled high-priority cases with precision, minimizing downtime and
ensuring rapid resolution.
• Documentation: Created technical documentation and published knowledge base articles,
improving customer self-service and internal efficiency.
• Network & SQL Administration: configuration & troubleshooting Domain connectivity and SQL
database connectivity.
• Workload Management: Managed multiple cases simultaneously, meeting SLAs and consistently
achieving performance targets.

• Proposal Development: Delivered approximately 10 customized and technically robust proposals
weekly, aligning with client specifications and ensuring commercial feasibility.
• Logistics Coordination: Oversaw end-to-end shipping operations, including invoicing, insurance,
customs clearance, and materials tracking, ensuring seamless delivery within tight deadlines.
• Dispute Resolution: Acted as a mediator to resolve conflicts between the company, customers,
OEMs, and shipping agencies, achieving satisfactory outcomes and maintaining strong business
relationships.
• Management: Fostered strong communication with 7 major OEM accounts, including Pall
Corporation, Waygate Technologies, and Celeros Flow Technology, ensuring alignment on project
timelines and deliverables. Reduced time by 20% workflows

• Site Assessments: Conducted detailed OT network and automation surveys for manufacturing
and food & beverage clients, identifying system gaps and digitalization opportunities.
• Solution Engineering: Designed and proposed tailored automation solutions aligned with
Industry 4.0 objectives, ensuring optimal integration with client operations.
• Application Development: Created a QR-based gauge identification system, storing readings in
a SQL database via Ignition SCADA and data historian for an Oil & Gas client.
• Technical Expertise: Proficient in SCADA platforms and data historians, certified in AVEVA PI
System and Ignition. Training & Enablement: Delivered hands-on training to a team of four engineers, improving
system utilization and operational efficiency.