A results-oriented Technical Support Specialist with over 5 years of experience in troubleshooting and resolving technical issues using ticketing systems and networking tools. Skilled in delivering exceptional technical support to ensure customer satisfaction and operational efficiency. Winner of the "Best Technical Support Agent in Upper Egypt" Award (2022). Passionate about continuous learning and professional growth.
 

• • Installation and configuration of computer systems and applications.

  • Monitoring and maintaining computer networks to ensure smooth operation.

  • Troubleshooting and resolving network interruptions and hardware issues.

  • Using remote support tools to assist customers efficiently.

  • Documenting system updates and maintaining comprehensive logs.

  • Strong problem-solving abilities.

  • Excellent communication skills with both customers and team members.

  • Highly organized with great attention to detail.

  • Teamwork and a collaboration mindset.

  • Eagerness for continuous learning and self-improvement.

  • Strong security awareness

• Provided technical support through BSS, Remedy, and TTS ticketing systems to resolve customer issues which helped to resolve 300+ customer tickets per month with a 95% satisfaction rate.

• Configured and maintained DSL devices, Repeaters, and Access Points for customers across Qena governorate.

• Diagnosed and solved problems related to SIM cards, MIFI, and LTE devices, improving customer uptime by 20%.

• Conducted tests on FTTH GPONs using ONT devices for the Haya Karima project.

• Achieved "Best Technical Support Agent" Award for outstanding performance in Upper Egypt (2022).