Mohamed Abdallah Mehanna

Technical Support Professional at IBM

Haram, Giza, Egypt

IBM

Nov 2012 - Present -12 yrs, 8 months

Job Details:Technical Support Professional ● Implemented a systematic analysis framework to troubleshoot technical issues, deploying effective workarounds that achieved a 30% reduction in escalation rates and improved resolution times across the customer service department. ● Recognized the business impact and technical needs of clients and acted as a trusted advisor for the successful utilization of IBM products & solutions, demonstrating a client-centric approach. ● Directed remote troubleshooting and analysis of installation, re-installation, usage, and configuration inquiries. ● Reused knowledge assets and content to empower clients and enhance IBM team efficiency through digital solutions. ● Collaborated with the development team to drive enhancements in product quality, functionality, serviceability, and usability by leveraging intelligence derived from case data and client feedback. ● Reviewed diagnostic information to help isolate the cause of a problem, including interpreting traces and dumps. ● Co-ordinated in addressing known defects related to supported products, including the provision of available corrective service information and program fixes. ● Ensured that technical support service delivery complies with established guidelines to enhance client satisfaction.

Sykes Contact Center

Aug 2010 - Aug 2012 -2 yrs

Egypt

Job Details:Italian Technical Support ● Delivered technical assistance for both hardware and software products to both internal and external customers. ● Managed customers who needed technical support and Follow-up to ensure that issues resolution. ● Identified issues, conducted thorough investigations into underlying causes, and offered recommendations for addressing potential failures. ● Answered questions about installation, operation, configuration, customization, and usage of the products.

IBM Global Process Services

Sep 2009 - Jan 2010 -4 months

Egypt

Job Details: Handling incoming & outgoing calls & Email enquires.  Dealing with Account/client Managers, Maintenance Administrators, Customer Relations and many other departments.

Jun 2007 - Sep 2009 -2 yrs, 3 months

Egypt , Giza

Job Details:  conduct the tours chosen and bought by the clients ensuring that they are \ explained about the historical and interesting sites in Sinai and Egypt  lead round trips according to the specific program set for the guests .  Plan and organize meetings and exclusive presentations with the clients ensuring the all relevant information is made available to the clients in planning their stay while in Egypt .  secure the clients interest in the rang of products of our company and sell the program of excursions achieving pre -defined sales targets and increasing revenue  Daily visits to specified hotels to meet the clients and ensure that they have a comfortable stay and to answer queries and requests .

License Alalsun in Italian Language
Ain Shams University (ASU)
Jan 1999 - Jan 2003 - 4 yr
Bachelor's Degree in Italian Language and Literature
Al-Alsun Faculty
Jan 1999 - Jan 2003 - 4 yr
Bachelor's Degree in thanawya amma
el tawfkia
Jan 1996 - Jan 1999 - 3 yr
High School - Thanaweya Amma
Eltawfikya
Jan 1999