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.

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.

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.

• 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.

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.

Bachelor'S Degree, Management Information Systems, General

Major: Computer Information Systems

Acs - Aec, Web Programming