Abdelrahman Abdelhamid Email & Phone Number

Dublin, County Dublin, Ireland

• Leading and overseeing cloud service transition projects, managing 10+ sub-projects with cross-functional teams to ensure seamless client transitions. • Driving performance metrics with Jira, conducting quarterly service reviews, and delivering client-facing outage reports. • Excelling in stakeholder management, reporting, and project coordination.

Ireland

• Drove 4 workstreams related to Data sanitization, Sanitization validation and Media forensics as well as their Metrics on a Tableau dashboard.• Followed up with my engineering colleagues making sure we deliver on scheduled time and helped them with roadblocks and coordinated collaborations with colleagues from other departments.• Reported project status to upper management.

Ireland

• Analysed and identified roadblocks of delayed support tickets and provided recommendations and alternative workflows to optimize operations handling (Started with ~20K+ ended with ~110 resolvable tickets).• Bridged communication between Content Review vendors and Meta engineers and tackled the identified difficulties.

Ireland

• Provided 1st line support and monitoring services as well as periodic maintainance and patching for 42 clients.• Provided cost cutting and performance optimization recommendations amongst periodic services status reports.

Dublin City, County Dublin, Ireland

• Received hands-on training on analyzing different kinds of websites and their funneling plans and their effects on ads statistics.• Got familiarized with basic Google Analytics features and capabilities.• Learnt basics of analysis reporting.• Got involved with a number of a/b testing that were based on previously submitted analyses.

Qatar

• Provided first and second line technical support remotely to 2700+ Aljazeera employees across the globe while acting as Single Point of Contact (SPOC) for all technology teams.• Handled as first line support Aljazeera public websites (5) and their publishing systems (CMS) in addition to Aljazeera’s mobile applications (3), news exchanging system (iNews) and share-point based systems (8) according to ITIL standard.• Created and managed employees’ accounts and introduced 100+ new comers to our services including remote accessing tools (Citrix & Pulse Secure).• Provided weekly and monthly reports and analysis on SLA and FLR achieving ratios and repeating issues as well as Outages reports.• Created 50+ team and technology guides and periodically updated them as a Knowledge Base.• Provided full training to 5 new team joiners and 9 temporary engineers plus 7 interns.

• Introduced new customers to Vodafone services and products achieving average daily sales of 12000QR and hooked them on postpaid plans in addition to providing first line support for portable internet solutions.• Trained 4 new team members on the basic sales, face-to-face communication and customer handling skills in addition to our services and how to initialize and troubleshoot them.

•Provide expert technical 1st and 2nd line support for a variety of internet solutions, including portable solutions like MiFi and USB modems, mobile internet, and fixed solutions like ADSL.• Resolve customer issues promptly and efficiently, ensuring a positive customer experience.•Document all technical support interactions comprehensively on Oracle Siebel CRM.•Maintain accurate and up-to-date records of customer inquiries, troubleshooting steps, and solutions provided.•Conduct in-depth troubleshooting of technical issues related to portable and fixed internet solutions.•Collaborate with cross-functional teams to resolve complex technical challenges.•Engage with customers professionally, demonstrating excellent communication skills.•Provide clear and concise explanations of technical issues and resolutions to customers.•Contribute to the enhancement of support processes by providing insights into recurring issues and proposing improvements.•Stay updated on new products and technologies to better assist customers.

• Provide first and second-line technical support for ADSL services to Etisalat customers.• Resolve customer issues promptly, ensuring a high level of customer satisfaction.• Generate and provide daily Service Level Reports (SLA) to Etisalat Operations Management, outlining the team's performance and adherence to service level agreements.• Conduct comprehensive training sessions for 5 new team members, covering basic business communication, customer handling, and call center skills.• Facilitate the onboarding process to ensure a smooth transition for new team members.• Document the team's knowledgebase, capturing essential information for issue resolution.• Contribute to the increase in First-Line Resolution (FLR) rate, reaching up to 16%, positively impacting the overall SLA report of the team.• Identify opportunities for process improvements within the technical support function.• Collaborate with team members to enhance efficiency and customer service effectiveness.