Mona Elshamy Email & Phone Number

Laval, Qc, Ca

Laval, Quebec, Canada

Laval, Quebec, Canada

Canada

* Facilitate the complete solution of product repair, troubleshooting, upgrades, installations and other services using an online portal and remote desktop software.*Complete training as required to continuously improve the experience for clients Identify and recommend additional solutions to the client. *Tutoring clients on the proper and optimal use of their products

Holbrook, Ny

Main Role:• Internal Desktop/Helpdesk Support – supported approximately 100 GRX employees inside the company and 70 outside field reps• Supported Microsoft software and hardware issues for GRX employees.• Responsible for servicing, supporting and administrating Maximizer, for the company’s CRM software application.• Responsible for servicing, supporting and administrating Sage Abra, the company’s HRMS software application.• Created reports for different departments using Crystal Reports X1.• Created users, groups, reset passwords via Active Directory Worked closely with the SQL DBA Developers, Filepro developers, network administrators, customer service and sales support department. Notable Performance:• Trained users on usage of applications and reporting.• Recovered lost CRM data via GRX synching process and SQL database.• Upgraded Maximizer into company’s systems. • Trained employees how to use new software programs.• Implemented Sage ABRA/ERP, GRX’s new HRMS and Payroll application.

Port Washington, Ny

Main Role:• Supported Point of sale applications (POS), and Fujitsu Hardware• Lead a team of 5 technicians – Mentored and assigned them tickets to follow up on.• Trained newly hired technicians and assisted them with technical questions and escalated calls.• Maintained client satisfaction by ensuring that response, updates and call resolution occurs within KWI’s SLAs and objectives.• Took call ownership for all service requests assigned by Level 1 for resolution. • Followed up on team tickets/ Client web mails by providing detailed information within KWI’s call tracking system (footprints) to ensure the issue is sufficiently documented.• Exchanged knowledge with colleagues through such means as knowledge base• Worked with KWI clients and understood their needs to provide them with appropriate solutions.• Worked closely with KWI Client’s accounting department in regards to missing transactions or unsettled batches.• Worked closely with KWI client’s headquarters to update price files by building price files via UNIX server and reprocessed them to chain-wide stores. Notable Performance:• Consistently met or exceeded team and individual objectives related to client satisfaction, quality, and productivity.• Restored/Repaired Suspect databases/snapshots when system finds database errors. Retrieved lost customer data (CRM) by restoring customer database. Worked closely with the development team when assigned to be the point-of-contact.

• Designed and implemented fund reporting portals for the world’s largest asset management firms• Refined and documented client’s business requirements in client issued project portal• Provided requirements insight to Engineering, Development, and Quality Assurance team members• Consulted clients regarding new platform capabilities and how it could enhance end user usability.• Developed, maintained, and executed the migration plan to Quality Assurance, User Acceptance Testing, and Live• Prepared for and coordinated client and internal meetings (Status, Technical Reviews, Meeting Minutes preparation)

Montreal, Canada Area

• Supported POS (point of sale) software applications and hardware devices. • Provided second level technical support for various NSB/Epicor solutions including coaching, following up on defects, and reporting it to the development team.• Tested fixes and piloted it over to clients. • Developed and maintained a high level of expertise with these solutions and updated the knowledge base with this knowledge. • Took call ownership for all service requests assigned for resolution and maintained client satisfaction by ensuring that response, updates and call resolution occurred within the team goals and objectives.• Ensured that e-Service response and call resolution occured within the preset / predefined Support Goals and Objectives.• Exchanged knowledge with colleagues through such means as formal training and peer to peer interaction and worked closely with other team members as part of a cohesive group.• Reviewed customer call history and trending analysis so that timely quality service is provided to the assigned customer base.• Provided timely response, updates and technical resolution to ensure client satisfaction is maintained at all times.• Responsible for proper call coding and call closure of technical service request created and maintained within the call tracking system (Siebel).• Worked with NSB/Epicor clients, employees in retail stores, help desks to understand their needs and provide them with appropriate solutions.• Installed and upgraded NSB/Epicor applications. • Worked overtime until assigned ticket was resolved.• Used remote access method (VPN) to access client’s platform, research their software issue and try to resolve it within a timely matter.• Embraced technology and use it as means for ensuring personal growth and productivity.• Worked from home and took on-call assignments.

Montreal, Canada Area

• Took inbound calls from NSB clients regarding POS (Point of sale) related issues (Software and hardware)• Provided First level technical support for the various NSB/Epicor solutions to customers over the phone.• Triaged customers to be able to identify the exact issue.• Documented every issue in details whether it was resolved within the 30 mins allowance time or escalated to level 2.• Worked with team members, asked seniors for technical advise to increase my knowledge. • Referred to NSB knowledge book in my free time to learn more about the product.• Made sure clients were always satisfied by listening to their issue, understating their frustration and helping them resolve their issue as soon as possible. • Walked clients over the phone to resolve hardware issues, software freezing, password resets.• Created usernames for new employees. Reset passwords.• Trained new employees at cashier register how to use the POS software. • Worked with client’s Helpdesk as well.Achievement: Call Center - Employee of the Month, July 2007

Bachelor'S Degree, Management Information Systems, General

Major: Computer Information Systems

Acs - Aec, Web Programming