Selma Elgabalawy Email & Phone Number

Seattle, Washington, United States

Seattle, Washington

Bellevue, Washington

• Resolved customer support tickets via Zendesk within a critical SLA and kept in line with the brand and voice of OfferUp.• Filtered Zendesk queues to discover trends, bugs, and feedback to report to the appropriate stakeholders for emergency hot fixes using Jira. In Jira tickets, I communicated reproduction steps, releases or devices affected, customer impact statements, tracked incident numbers via social media/app reviews/Zendesk/help desk, and monitored Crashlytics logs for further account troubleshooting.• Created and maintained technical content in the knowledge base Confluence to update and train the rest of the customer care team and partner vendors on new bugs. • Communicated top customer impacts to the iOS and Android team weekly synch meetings to determine priority levels and sprint goals with respective product managers. Prioritized Jira tickets using Kanban boards for quarterly goals.• Worked with third-party vendor Directly to improve customer experience by letting them know how to respond to bugs or outages before these tickets routed to customer care in Zendesk.• Triaged and investigated high priority Law Enforcement tickets and media requests. Actioned accounts for fraud risk, stayed adaptable by keeping updated on the latest fraud trends.• Handled third party IP infringement requests for item moderation and account removal.• Improved efficiency of customer contact channels and automated responses to reduce customer support workload and improve FCR and NPS.• Created content to align product/policy decision making processes for standard operating procedures. From 'Heads Ups' articles to alert the team of new features that impact the customer experience team (both backend and frontend) as well as links to related 'How to' articles to explain further.• Communicated with the OPS team to coordinate customer communication during network and server outages, created and sent out communication with macro tagging to analyze impact.

Redmond, Washington

• Managed multiple projects to build hospital servers, install workstations, install gateways, and add users/physician/sonographer roles.• Audited servers and workstations to make sure they were up to specific requirements needed for the Medstreaming software to function properly, this included monitoring CPU, RAM, cores, and processor. Also making sure database backups weren't affecting mapped drives or server functionality.• Restored Medstreaming databases to Microsoft SQL Server Management and executed scripts to customize the PACS and EMR Medstreaming software for every hospital client.• Set up terminal servers to install physician's portal and monitored user load balancing between these servers so hospital daytime activity was not interrupted. Mapped values to the Medstreaming hospital server using Notepad++ and Visual Studio XML.• Responsible for customization of medical report data input and reports using Microsoft Word Developer and Content Control XPath to build exam templates.• Configured Windows Server T/SQL environments for port authentication, domain networking, and Active Directory Domain Service infrastructures.• Maintained on-call frontline phone and Salesforce support to monitor events and troubleshoot customer performance issues at all hours for customers from all over the world. For urgent matters, I arranged GoToMeeting sessions to remotely build/install these servers or troubleshoot bugs that are affecting workstations or servers.• Distributed software updates to client computers and coordinated project meetings to establish upgrade timelines to meet customer needs and customization.• Wrote and archived Device History Records for FDA and HIPAA auditing compliance for every action I made on hospital systems.• Installed gateways with HL7 integration to various ultrasound machines to transfer clinical data and images to the hospital servers. Arranged for the correct cable inputs/outputs to be shipped to hospitals for setup.

University Of Washington

Undergraduate project employing computer technology and the resources of the web to make transcribed Ottoman texts as resources for understanding and making them broadly accessible to university libraries.• JMS XML coding to create a website [http://courses.washington.edu/otap/].• Responsible for transcribing and translating old Ottoman texts and diaries from Arabic to English web-based format.• Maintained social media pages to raise awareness of the student run project via Twitter and Facebook.

Bachelor Of Arts - Ba, Middle Eastern Languages And Culture

Agile, Scrum, And Kanban: Making Your Processes Work For You

Certificate, Full Stack Software Development

(Javascript, JQuery, Node JS, MongoDB, SQL, React)