تامر محمد

• Supported large-scale digital transformation initiatives for a customer base of 300K+, managing end-to-end fiber-optic
upgrade operations for 50+ customers daily, meeting aggressive deployment targets.
• Enabled a high-output team environment, contributing 500+ successful daily migrations through effective logistics
coordination, scheduling, and technical alignment.
• Conducted complex data validation and audits across Oracle E-Business Suite, Ooredoo Smart Sales Solution, Siebel
CRM, and Excel, ensuring 100% data integrity prior to field technician dispatch.
• Managed the full ticket lifecycle, including creation, escalation, and coordination of technical appointments, while
performing root-cause analysis on installation failures to improve success rates.
• Collaborated with cross-functional teams in a hybrid environment to ensure continuous service delivery and KPI
reporting to leadership.
• Led training and onboarding of new staff, ensuring effective understanding of systems, processes, and service standards.

• Delivered comprehensive IT support to 40+ daily users in a high-intensity environment supporting a 5, 000+ users,
resolving a wide range of incidents and service requests in an ITIL-based environment.
• Provided multi-channel technical support, performing both remote troubleshooting and onsite hardware/software
interventions.
• Utilized ITSM tools to monitor ticket queues, lifecycle, and support performance, ensuring timely resolution and
adherence to key KPIs.
• Administered Active Directory and Microsoft Exchange, managing user lifecycle, access permissions, and email services.
• Monitored and maintained CCTV systems, ensuring high availability and rapid incident resolution.
• Managed IT asset lifecycle and inventory control, utilizing Excel for detailed asset tracking and implementing SN-based
tagging to achieve full hardware traceability.
• Troubleshot and resolved complex software issues across enterprise systems including Oracle, SAP, specialized
government platforms, MS Office and Adobe Creative Suite.
• Administered biometric access control systems (RFID cards and fingerprint), handling user enrollment, access
provisioning, and system support.
• Guided onboarding and technical training for new staff, while developing and maintaining an internal knowledge base to
improve team efficiency.
• Collaborated with vendors and cross-functional teams to support procurement, system upgrades, and alignment of IT
services with business needs.

• Led a team of 4 IT specialists to manage on-site operations, ensuring zero downtime during tournament activities.
• Supervised deployment, tracking, secure handling, and decommissioning of mission-critical IT assets.
• Developed and maintained a centralized knowledge base, supporting service continuity and incident tracking.
• Ensured timely escalation of incidents, service requests, and policy violations, maintaining service availability and
operational reliability.
• Coordinated with vendors and oversaw the installation and maintenance of IT systems and Ooredoo

• Handled front-line support in a high-intensity environment managing 15, 000+ daily calls, consistently exceeding the
performance target of 85+ daily calls per shift.
• Utilized Siebel CRM to log customer interactions and escalate complaints and requests to the concerned team, ensuring
SLA targets met.
• Leveraged Oracle E-Business Suite, Ooredoo Smart Sales Solution, and additional telecom systems for account
management, billing adjustments, and service provisioning and troubleshooting.
• Diagnosed and resolved complex connectivity issues across mobile and FTTH services, ensuring high FCR and CSAT.
• Conducted KYC verification in line with strict company policies, ensuring access to services only after successful
authentication and escalating any inconsistencies when identified.