Mohamed Gamal Email & Phone Number

Cairo, Cairo Governorate, Eg

Cairo, Egypt

● Participation in support/implementation of solutions for hotels, restaurants.● Handle customer cases, triage the inbound case load and reviewing the existing owned and escalated cases.● Ensure familiarity with new product releases as they become available.● Liaise with subject matter experts on client requests for enhancements and development.● Work with the support/implementation teams to ensure service level requirements are exceeded.● Conduct user training.● Perform other duties as requested or as deemed appropriate by management.

Cairo, Egypt

● Deploy , configure , integrate and test the implemented solutions based on Technical and Business requirements.● Company application troubleshooting and support during production.● Customer support and customer training.● Work with multiple teams for successful resolution of issues.● Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customer’s data.● Variety in technologies including Database principles , SQL , Hardware / Software testing , Operating systems and Networks.

Cairo, Egypt

● Handle the system installation cycle ( Configuration , installation , testing , etc.. ).● Train the customer’s users on the application usage.● Record all cases on CRM accurately , resolve and close it within SLA.● Ensure the project progress as per the implementation plan.● Monitor and review on the escalated tickets to the vendor till resolution.● Conduct Test Lab if requested.● Filling the internal documents cycle as per company standards.● Practice and be updated on the new technologies and prepare reference documents for them.

Cairo, Egypt

● Support mobile services and home services ( English and Arabic ).● Assist the customers with technology products and answering their inquiries.● Guiding the customers how to use and applications and services.● Escalate cases to L2 if needed and following up with them.● Worked in Escalation Desk which was handling Telecommunications and Digital Government Regulatory Authority ( TDRA ) cases and hard cases.