Basic Info

Name: Ahmed Nassar

Professional Experience: 5 years

Location: Cairo, Egypt

Highest Education: Bachelor's Degree

Career Level: Experienced

Work Experience

Technical support Team Lead at Nebras Technology

Experience Details

Job Title: Technical support Team Lead

Job Role: Customer Service/Support

Career Level: Experienced (Non-Manager)

Job Details: Creates and manages comprehensive project plans, encompassing project team structure and resource assignment, implementation, testing and training plans, and transition to support team
 Manages daily activities, issue resolution and communication across project execution teams in order to deliver projects on-time, as-requested by customer.
 Directs contractor and employee resources in the completion of project tasks
 Identifies, tracks, and escalates all project risks
 Effectively communicates and works across teams and functions to successfully roll out projects.
 Understand and keep up to date with current technology.
 Understand and keep up to date with the technical requirements of the assigned products.
 Assist in the definition of the requirements of the solution.
 Define the technical responsibilities of the customer.
 Prepare demonstrations.
 Assist with demonstrations.
 Solution installations as directed by the Project Manager.
 Liaison with third parties on technical matters.
 Testing the installed solution works technically.
 Integration specification and configuration.
 Act as a technical liaison with Central Teams or Business Units.
 Work with customer to ensure the solution sits correctly within his technical environment and that remote links are facilitated.
 Assist Project Manager with maintaining the issue log.
 Perform upgrades.
 Attend site post go live in situations where Customer Care cannot resolve a problem remotely. Quality & Regulatory (Q&R)
 Responsible for reviewing quotation / solution developed for the customer for technical feasibility
 Responsible for reporting customer feedback according to applicable quality standard policy and follow up relevant assigned quality & regulatory training in a timely manner.

Company Details

Name: Nebras Technology

Location: Cairo, Egypt

Size: 11-50 employees

Industries: Healthcare and Medical Services

Website: www.nebrastech.com

Nov 2013 to present (3 years 8 months)

RIS/Pacs Specialist at Nebras Technoloy

Experience Details

Job Title: RIS/Pacs Specialist

Job Role: Installation/Maintenance/Repair

Career Level: Experienced (Non-Manager)

Job Details: N/A

Company Details

Name: Nebras Technoloy

Location: Egypt

Size: N/A

Industries: Healthcare and Medical Services

Website: N/A

Jan 2012 to Nov 2013 (1 year 10 months)

Service Engineer at Ma'adi Military Hospital

Experience Details

Job Title: Service Engineer

Job Role: Customer Service/Support

Career Level: Entry Level

Job Details: Making “out-of-service” equipment available again.
 Design a new System for inventory management.

Company Details

Name: Ma'adi Military Hospital

Location: Cairo, Egypt

Size: 501-1000 employees

Industries: Healthcare and Medical Services

Website: N/A

Oct 2010 to Dec 2011 (1 year 2 months)

Inten| Global Delivery Center (GDC) (intern) at IBM

Experience Details

Job Title: Inten| Global Delivery Center (GDC) (intern)

Job Role: IT/Software Development

Career Level: Student

Job Details:  Build a PHP web-based application for GDC Team management
 Learning about SAP modules and ERP conecpts

Company Details

Name: IBM (multinational)

Location: Cairo, Egypt

Size: More than 1000 employees

Industries: Computer Software

Website: https://www.ibm.com/eg-en/

Jun 2009 to Nov 2009 (5 months)

Achievements

See Achievements

Achievements as Technical support Team Lead at Nebras Technology (2013 - present)
Successfully particpated in increasing installtion base to 1200+ installation around the world.
 One of the major factors that increses the NPS (Net Promoter Score) from 48% to 78%.
 Increase Service Revenue by 500 %.
 Developed strong relationships with manager and staff, creating cohesive and producative team within a deadline driven environement.
 Set a new solid effective process for Technical support team.
 Help greatly in forming a decision to develop two new products.

Achievements as RIS/Pacs Specialist at Nebras Technoloy (2012 - 2013)

 Raise clinical awareness in the Egyptian healthcare environements.
 Reach 95% of cases resolution per day including complex issues.
 Particpated in more than 50+ Large projects.
 Work with requirements definition and implementing tests, configuration and updates for implementation of solutions in hospital environments.
• Providing proactive technical administration, planning, coordination, and documentation.

Achievements as Inten| Global Delivery Center (GDC) at IBM (2009 - 2009)
Build a PHP web-based application for GDC Team management
 Learning about SAP modules and ERP conecpts

Other achievements in school, university, sports, etc...
in the top ten rank every year