Basic Info

Wael G. Youssef

11 years

Cairo, Egypt

Bachelor's Degree

Manager

Work Experience

Service Manager at HITS

Experience Details

Service Manager

Customer Service/Support, Education/Teaching, Human Resources

Manager

• Supervise technical team leads, supervisors and specialists.
• Troubleshooting and assisting to solve the received business cases by our customers and proposing the related knowledge base article (KBA)
• Building, reviewing and publishing new knowledge base articles (KBAs) for HITS Nas.Net and HITS DNA systems.
• Tracking technical consultancy progress using Microsoft CRM and customizing MS CRM to fit our business needs.
• Achieving customer service objectives by preparing and completing action plans; implementing production, quality, and customer-service standards; resolving problems; completing audits; determining system improvements; implementing change.
• Managing customer escalations in terms of utilizing the system, offering retraining, re-implementation or extra deal.
• Improving customer service quality results by studying, evaluating, and re-designing internal processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Maximizing customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques.
• Handling the service requests (customization) starting from its business analysis, documentation, testing and delivery.
• Managing project plans completely, starting from the business analysis, configuration, implementation, deployment and Go LIVE milestones.
• Designing project plans on Microsoft Project.
• Running all communication activities within the project to maintain punctual progress according to the project plan such as weekly meetings, completion and achievement reports.
• Setting the objectives of the technical team leads, supervisors and specialists.
• Evaluating achievement of the objectives to the team supervisors and specialists.
• Managing my technical team by reviewing the weekly tasks reports, setting of objectives and evaluating their achievements on performance appraisal.
• Managing SQL server databases over Microsoft Azure.


Company Details

HITS

Cairo, Egypt

101-500 employees

Computer Software, Human Resources

http://www.hitssolutions.com

Mar 2016 to present (1 year 1 month)
Application Consultancy Team Lead at HITS

Experience Details

Application Consultancy Team Lead

Customer Service/Support

Manager

• Supervise technical team supervisors and specialists.
• Troubleshooting and assisting to solve the received business cases by our customers and proposing the related knowledge base article (KBA)
• Building, reviewing and publishing new knowledge base articles (KBAs) for HITS Nas.Net and HITS DNA systems.
• Reviewing operational manuals and system documentations.
• Tracking technical consultancy progress using Microsoft CRM and customizing MS CRM to fit our business needs.
• Managing project plans completely, starting from the business analysis, configuration, implementation, deployment and Go LIVE milestones.
• Designing project plans on Microsoft Project.
• Running all communication activities within the project to maintain punctual progress according to the project plan such as weekly meetings, completion and achievement reports.
• Evaluating achievement of the objectives to the team supervisors and specialists.
• Managing my technical team by reviewing the weekly tasks reports, setting of objectives and evaluating their achievements on performance appraisal.
• Managing SQL server databases on Microsoft Azure


Company Details

HITS

Cairo, Egypt

101-500 employees

Computer Software, Human Resources

www.hitssolutions.com

Oct 2011 to Feb 2016 (4 years 4 months)
Senior Application Consultant Specialist at HITS

Experience Details

Senior Application Consultant Specialist

Customer Service/Support

Experienced (Non-Manager)

• Troubleshooting and assisting to solve the received business cases by our customers and proposing the related knowledge base article (KBA).
• Tracking technical consultancy progress using Microsoft CRM.
• Designing project plans on Microsoft Project.
• Managing my technical team by reviewing the weekly tasks reports.
• Supervise technical team supervisors and specialists.


Company Details

HITS

Cairo, Egypt

101-500 employees

Computer Software, Human Resources

www.hitssolutions.com

Aug 2007 to Oct 2011 (4 years 2 months)
Technical/Business Consultant at HITS

Experience Details

Technical/Business Consultant

Customer Service/Support

Entry Level

• Training the customers how to use HITS Nas.Net system.
• Installing and implementing HITS Nas.Net system at the customer environment.
• Managing the received business cases via phone calls, emails, remote access or on-site visits.
• Tracking all customer cases on Microsoft CRM.


Company Details

HITS

Cairo, Egypt

101-500 employees

Computer Software, Human Resources

www.hitssolutions.com

Aug 2005 to Jan 2007 (1 year 5 months)

Achievements


• Launching new team for Level 2 of Support.
• Upgrading and pushing 15+ customers to the latest DNA cloud system.
• Building Microsoft Power BI dashboard for L1 and L2 teams utilization.
• Assisting to smoothly close 10+ projects.


• Implementing and training HITS DNA system at Merck - Living Innovation (Dubai)
• Upgrading HITS DNA system at Al-Ahli Bank of Kuwait (ABK) to latest DNA system.
• Developing Web application to track employees' attendance.
• Running and closing 10+ projects.
• Upgrading Microsoft CRM twice to version 2013 and 2015.
• Upgrading Microsoft CRM to the cloud version.


• Help Desk team formed from scratch.
• Installing and implementing Microsoft CRM.
• Customizing Microsoft CRM to fit the business needs.


• Building simple applications to achieve some business targets.


Education

BSc in Computer & Systems Engineering

Education Details

BSc

Computer & Systems Engineering, Computer Section

Ain Shams University, Egypt

C / Good / 65 - 75%

N/A

N/A

Ain Shams University
1998 - 2003
College Diploma in Secondary Education

Education Details

College Diploma

Secondary Education

Altawfikia Secondary School, Egypt

A / Excellent / 85 -100%

N/A

N/A

Altawfikia Secondary School
1995 - 1998
High School - Thanaweya Amma

High School Details

Thanaweya Amma

Altawfikia Secondary School

Egypt

1998

A / Excellent / 85 -100%

N/A

Altawfikia Secondary School
1998

Certifications

Certificate details

Visual Studio.Net

Feb 2003

N/A

N/A

N/A

N/A

Training and Courses

Training/Course Details

MS SQL Server 2000 Administration

Feb 2006

Virgitech, Egypt

N/A

Training/Course Details

MS SQL Server 2000 with Transact SQL

Feb 2007

Virgitech, Egypt

N/A

Training/Course Details

Project Management

Jul 2007

HITS Internal Training Course, Egypt

N/A

This profile is not updated!
Last update more than 1 months ago.

Jobseeker photo

Profile Skills and Keywords

Adobe PhotoshopAnalyticalApplication Consultancy Team LeadArabicComputer & Systems EngineeringComputer SectionComputer SoftwareCreativeCustomer ServiceCustomer SupportDetailsEnglishHuman ResourcesHuman Resources (HR)InnovativeLeaderLearning New TechnolgiesListening Light MusicsMS Power BIMS SQL Server 2000 AdministrationMS SQL Server 2000 With Transact SQLMicrosoft AccessMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPointMicrosoft ProjectMicrosoft SQL ServerMicrosoft VisioMicrosoft WindowsMicrosoft WordNature PhotographyPlanningPresentation SkillsProblem SolverProject ManagementQuality ControlSecondary EducationSelf StudyingSenior Application Consultant SpecialistService ManagerSocial MediaSupportSurfing InternetTeachingTechnical AnalysisTechnical/Business ConsultantVisual Studio.Net

Self-assesed Skills

Languages

Arabic

Arabic

: Fluent

: Fluent

: Fluent

: Fluent

English

English

: Fluent

: Fluent

: Advanced

: Advanced

Tools and Technologies

Microsoft Word

Microsoft Word

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Excel

Microsoft Excel

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft PowerPoint

Microsoft PowerPoint

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Windows

Microsoft Windows

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Outlook

Microsoft Outlook

: Expert

: Extreme - I love it!

:

More than 7 years

Microsoft Visio

Microsoft Visio

: Expert

: Extreme - I love it!

:

More than 7 years

Human Resources (HR)

Human Resources (HR)

: Advanced

: Medium

:

5-7 years

Teaching

Teaching

: Advanced

: Extreme - I love it!

:

3-5 years

Presentation Skills

Presentation Skills

: Advanced

: Extreme - I love it!

:

5-7 years

MS Power BI

MS Power BI

: Advanced

: High

:

Less than 1 year

Social Media

Social Media

: Advanced

: Medium

:

3-5 years

Technical Analysis

Technical Analysis

: Advanced

: Extreme - I love it!

:

More than 7 years

Microsoft SQL Server

Microsoft SQL Server

: Advanced

: Extreme - I love it!

:

More than 7 years

Adobe Photoshop

Adobe Photoshop

: Advanced

: High

:

More than 7 years

Quality Control

Quality Control

: Intermediate

: Medium

:

1-3 years

Microsoft Project

Microsoft Project

: Intermediate

: Medium

:

3-5 years

Microsoft Access

Microsoft Access

: Intermediate

: Medium

:

3-5 years

Fields of Expertise

Customer Support

Customer Support

: Expert

: Extreme - I love it!

:

More than 7 years

Human Resources

Human Resources

: Advanced

: Extreme - I love it!

:

More than 7 years

Key Skills

Analytical, Leader, Creative, Problem Solver, Innovative

Online Presence

http://eg.linkedin.com/in/waelguirguishttp://www.facebook.com/wael.guirguishttp://twitter.com/wael.guirguishttps://waelguirguis.blogspot.com/

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