Loai Kamel Mohamed

Successfully resolved an average of 50 technical support tickets per day, consistently meeting or exceeding the department's response and resolution time targets. Implemented a new ticketing system that streamlined the support process, resulting in a 20% reduction in ticket resolution time and improved customer satisfaction. Led training sessions for new employees on IT procedures and best practices, contributing to a more knowledgeable and self-sufficient user base. Collaborated with the network team to identify and mitigate a recurring network connectivity issue, resulting in a 30% reduction in related support tickets. Received consistently positive feedback from users, maintaining a satisfaction rating of over 90% in post-support surveys for the past year. Assisted in the migration of company email services to a cloud-based platform, ensuring a smooth transition for all users and minimizing downtime.