Mohamed Gamal Email & Phone Number

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.

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.

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.