Shaaban Ayoub

Trained new staff members on technical support procedures and protocols.

• Created detailed documentation of customer interactions and resolution steps taken.
• Assisted with the development of best practices for resolving customer inquiries quickly and efficiently.
• Performed remote diagnostics to identify issues without requiring physical access to the device or equipment.
• Conducted software testing to ensure compatibility with existing systems.
• Collaborated with other departments to resolve escalated customer complaints.
• Implemented preventative measures to minimize future technical incidents.
• Provided support for enterprise-level applications used across multiple locations.
• Managed inventory of spare parts, tools, test equipment., necessary for successful repairs.
• Maintained positive working relationship with fellow staff and management.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Conducted workflow analysis, space design or cost comparison analysis.
• Referred major hardware or software problems or defective products to vendors or technicians for service.
• Performed variety of clerical and administrative duties pertaining to on-site support.
• Evaluated user feedback to identify trends in recurring issues.
• Build and maintain successful relationships with service providers, dealers, and consumers
• Train new employees and explain protocols clearly and efficiently
• Assist management with scheduling, service protocol improvements, and quality assurance
• Achieve consistent #1 or #2 rankings in monthly metrics, including call duration, number of calls per day, and customer satisfaction ratings
• Displayed courtesy and strong interpersonal skills with all customer interactions
• Processed inbound and outbound technical support calls at a 20% faster rate than team average
• Researched issues on various computer systems and databases to resolve complaints, answer inquiries, and outline solutions
• Referred difficult issues to upper management while maintaining positive rapport with customer.
• Developed knowledge base articles for common technical support issues.
• Diagnosed hardware and software faults and implemented appropriate solutions.
• Resolved complex system-related problems by utilizing advanced diagnostic techniques.
• Identified areas of improvement in existing systems and processes.
• Investigated customer service issues and provided timely resolutions.
• Monitored incoming requests and prioritized tasks based on urgency.
• Provided technical support and troubleshooting assistance to customers via phone, email, and chat.

• Maintain the Group long and short-term action plan
• Updating the Database with all the Clients and Suppliers Information
• Liaising with Upper management on maintaining contracts with clients and suppliers
• Maintaining and Tracking Database modifications (liaising with Group Office - abroad and other company offices Worldwide)
• Conduct training to new and existing Staffs and for new functionalities in the systems
• Support Operations, Marketing and Finance departments on the day to day duties as on their action plans.
• Collaborated with internal business partners to create industry-specific course content.
• Supervised classroom during training delivery to determine if staff followed classroom guidelines and fulfilled necessary requirements of course objectives.
• Conducted training classes for employees on features and operation of products, client tools and processes.
• Trained newly hired top talent to fill key positions and maximize productivity.
• Configured and maintained routers, switches, firewalls, wireless networks and other network devices.
• Performed data backup operations on a regular basis to ensure the security of critical information.