Raghda Refaat Mohamed

Support Team SupervisorFull Time

• Job Details:Led and managed the support team, ensuring efficient operation of the ticketing system and adherence to service level agreements (SLAs).​ Monitored and enhanced the quality and responsiveness of client communications, achieving a [insert percentage]% improvement in customer satisfaction scores.​ Oversaw the development and maintenance of the technical knowledge base, ensuring accuracy and relevance of information provided to clients.​ Streamlined interdepartmental communication processes, facilitating seamless client issue resolution and reducing response times by [insert percentage]%.​ Implemented standardized procedures for client interactions, resulting in consistent and professional communication across all support channels.

Software Support Engineer and TesterFull Time

• Job Details:Provided comprehensive support for workflow software, addressing client inquiries through live chat and online meetings.​ Developed and maintained technical presentations and user manuals to facilitate client understanding and effective software utilization.​ Conducted virtual training sessions, enhancing client proficiency and satisfaction with the software.

Technical Support SpecialistFull Time

• Job Details:Provided comprehensive support for attendance systems, including 'Blue Bird' and 'ASIS Agent', addressing client inquiries and issues via email, VPN connections, and remote access to Windows servers and databases.​ Conducted system installations and configurations using Internet Information Services (IIS), ensuring seamless deployment and integration.​ Utilized SQL queries to extract and analyze data, facilitating efficient troubleshooting and reporting.​ Delivered online training sessions and conducted virtual meetings to educate clients on system functionalities and best practices.