Mosab Awad Ahmed Nasr

• Provide level 1 and level 2 technical support for customers, resolving hardware, software, and network-related issues via phone, email, and live chat.
• Troubleshoot and diagnose system failures, escalating complex problems to senior technical support staff.
• Create and maintain knowledge base articles to assist customers in resolving common issues independently.
• track and document all customer interactions in the CRM system, ensuring timely follow-up and issue resolution.
• empowering customers to solve common issues through self-service and reducing inbound support requests by 40%.

• Led the support efforts for high-priority clients, diagnosing and resolving complex technical issues related to networking, security, cloud infrastructure, and enterprise applications.
• Managed and prioritized a high volume of support tickets using Jira, ensuring timely and effective resolution of all critical and non-critical issues.
• Provided expert-level support for cloud-based applications and services, including SaaS, PaaS, and IaaS solutions, troubleshooting issues related to APIs, database performance, and integrations.
• Wrote detailed technical documentation, troubleshooting guides, and knowledge base articles to assist internal teams and customers in resolving issues independently.
• Developed comprehensive technical documentation, including troubleshooting guides and knowledge base articles, enabling internal teams and customers to resolve issues independently, thereby reducing repeat tickets by 30%.

• Implemented process improvements that reduced ticket resolution time by 20% and increased customer satisfaction by 15%.
• Collaborate with engineering and product teams to resolve complex technical issues and provide feedback on product improvements based on customer interactions.
• Manage escalations, ensuring timely resolution of high-priority issues, and serve as the main point of contact for VIP clients.
• Create and maintain knowledge base articles, troubleshooting guides, and FAQ documents to improve self-service options for customers.
• Introduced a customer feedback loop that resulted in a 25% improvement in service quality ratings.

System Installation:

Install and configure CCTV cameras and recording devices (DVR/NVR).
Position cameras strategically to ensure comprehensive coverage of required areas.
Set up cameras for high-quality imaging and optimal security performance.
Maintenance & Repairs:

Perform regular maintenance on CCTV systems, ensuring cameras and related equipment are functioning properly.
Inspect and troubleshoot cameras, wiring, and connected devices for faults or malfunctions.
Repair or replace faulty equipment promptly to ensure continuous surveillance.
Technical Support:

Provide technical support for system users, addressing issues or concerns related to camera operation.

• Delivered frontline technical support for software applications and hardware systems, responding to customer inquiries and resolving issues related to configuration, installation, and troubleshooting.
• Worked with customers to diagnose issues via phone, email, and chat, escalating complex problems to senior technical staff as needed.
• Assisted in the development of a knowledge base that reduced customer dependency on support channels by 40%.
• Achieved a customer satisfaction rating of over 90% consistently through effective problem resolution and communication.

answering customer calls, listening to their concerns and solving problems,
handle both inbound and outbound phone conversations with clients to make
sure everyone quickly gets the help they need

• Diagnose and resolve technical issues for users with varying levels of technical knowledge, ensuring clear and concise communication.
• Collaborate with senior technicians and engineers to escalate unresolved issues and ensure timely resolution.
• Assist in managing and maintaining internal IT systems and software, providing support to internal teams for system updates and configuration changes.