Sameh Megahed Email & Phone Number

Egypt

Dubai, United Arab Emirates

Team Management and Leadership: • Lead and mentor a team of software support specialists, providing guidance, training, and performance feedback.• Set clear goals and expectations for the team, aligning them with departmental and organizational objectives.• Foster a collaborative and positive work environment, promoting teamwork and professional development.• Manage team schedules, workload distribution, and resource allocation to ensure optimal productivity and… Show more Team Management and Leadership: • Lead and mentor a team of software support specialists, providing guidance, training, and performance feedback.• Set clear goals and expectations for the team, aligning them with departmental and organizational objectives.• Foster a collaborative and positive work environment, promoting teamwork and professional development.• Manage team schedules, workload distribution, and resource allocation to ensure optimal productivity and coverage.Technical Support and Issue Resolution: • Oversee the resolution of software-related issues, ensuring timely and effective responses to user inquiries and support tickets.• Assist team members in diagnosing and troubleshooting complex technical issues, providing guidance and escalation support as needed.• Monitor support metrics and KPIs (Key Performance Indicators) to assess team performance and identify areas for improvement.• Implement best practices and standardized procedures for issue resolution and customer communication.Process Improvement and Quality Assurance: • Continuously assess and improve support processes, workflows, and tools to enhance efficiency and effectiveness.• Implement quality assurance measures to ensure consistency and accuracy in issue resolution and customer interactions Applying CMMI level 5 in our process• Drive initiatives to enhance software quality, stability, and usability based on insights from user feedback and support interactions.Cross-Functional Collaboration: • Collaborate with cross-functional teams, including product development, quality assurance, and implementation, to ensure seamless coordination and alignment on customer needs and priorities.• Participate in cross-functional meetings, projects, and initiatives to represent the support team's perspective and contribute to overall organizational goals.• Share insights and feedback from customer interactions to inform product roadmaps, feature enhancements, and strategic planning efforts Show less

Cairo, Egypt

1. Leadership and Team Management: • Supervise and lead a team of technical support specialists, ensuring adherence to CMMI Level 5 standards in service delivery.• Provide guidance, mentorship, and coaching to team members to foster a culture of continuous improvement and excellence.2. Service Delivery Management:• Oversee the delivery of technical support services to customers, ensuring timely resolution of issues and adherence to service level agreements (SLAs).•… Show more 1. Leadership and Team Management: • Supervise and lead a team of technical support specialists, ensuring adherence to CMMI Level 5 standards in service delivery.• Provide guidance, mentorship, and coaching to team members to foster a culture of continuous improvement and excellence.2. Service Delivery Management:• Oversee the delivery of technical support services to customers, ensuring timely resolution of issues and adherence to service level agreements (SLAs).• Monitor key performance indicators (KPIs) and metrics to assess the effectiveness and efficiency of support operations.3. Process Improvement:• Drive process improvement initiatives within the technical support team, leveraging CMMI Level 5 best practices to optimize workflows and enhance service quality.4. Customer Relationship Management:• Act as a primary point of contact for escalated customer issues, demonstrating a commitment to delivering exceptional customer service and satisfaction.• Collaborate with cross-functional teams to address complex customer inquiries and ensure timely resolution of technical issues.5. Quality Assurance and Compliance:• Ensure compliance with CMMI Level 5 standards and best practices in all aspects of technical support operation• Conduct regular quality assurance audits and assessments to validate adherence to established processes and procedures.6. Training and Development:• Coordinate training and development programs for technical support staff to enhance their skills and capabilities in alignment with CMMI Level 5 competencies• Promote a culture of continuous learning and knowledge sharing within the team.7. Documentation and Reporting:• Maintain accurate documentation of support processes, procedures, and resolutions, adhering to CMMI Level 5 documentation standards.• Generate comprehensive reports and analytics to track support performance, identify trends, and make data-driven decisions for process improvement. Show less

Cairo, Egypt

Working as Technical Support Engineer, solving and troubleshooting the issues related to bugs or configuration errors installing any other programing tools, as 3rd party installation source, support and provide the customer with solving their issues, provide customers and internal departments with technical information through training sessions, Created support documentation that enabled user to extend skills, leverage system features and find resolutions to questions without intervention… Show more Working as Technical Support Engineer, solving and troubleshooting the issues related to bugs or configuration errors installing any other programing tools, as 3rd party installation source, support and provide the customer with solving their issues, provide customers and internal departments with technical information through training sessions, Created support documentation that enabled user to extend skills, leverage system features and find resolutions to questions without intervention from support team. Show less

Qesm El Maadi, Cairo, Egypt

Responsibilities• Lead the implementation of Oracle ERP solutions, including requirements gathering, solution design, configuration, testing, and deployment.• Collaborate with clients to analyze their business processes and requirements, and translate them into functional specifications and system configurations.• Configure Oracle ERP modules to meet client's business needs, including but not limited to Financials, Supply Chain Management, Human Capital Management, and… Show more Responsibilities• Lead the implementation of Oracle ERP solutions, including requirements gathering, solution design, configuration, testing, and deployment.• Collaborate with clients to analyze their business processes and requirements, and translate them into functional specifications and system configurations.• Configure Oracle ERP modules to meet client's business needs, including but not limited to Financials, Supply Chain Management, Human Capital Management, and Procurement.• Provide expertise in Oracle ERP best practices, industry standards, and emerging trends to drive continuous improvement and innovation.• Conduct workshops, training sessions, and knowledge transfer sessions for clients and project team members.• Lead and mentor junior consultants, providing guidance and support throughout the project lifecycle.Manage Client's expectations and communicate project status, risks, and issues effectively.• Work closely with technical teams to ensure successful integration of Oracle ERP with other systems and applications.• Participate in pre-sales activities, including solution demonstrations, proposal development, and client presentations.Implemented projects• ERP System HR & Payroll Modules deployed in the Ministry of Industrial (IDA) • ERP Systems like General Ledger, accounts payable, accounts receivable, Costs, Fixed Assets, and Budget deployed in Semaf Company• ERP Systems deployed in Alexandria Extracted Oils Company• ERP system (HR & Archiving Modules deployed in Productivity and Vocational Training Department (PVTD) Show less