Microsoft 365
Mahmoud Elkazzaz
Help Desk Engineer
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
2
2
years of professional experience
2
2
Languages
3
3
years of post-secondary education
Work History
Service Delivery Specialist
HRS International
12.2023 - Current
- Provide timely and effective technical support to clients via phone, email, and remote assistance.
- Diagnose and resolve hardware, software, and network issues in a fast-paced environment.
- Manage and prioritize support tickets using our ticketing system, ensuring all issues are addressed promptly.
- Collaborate with onsite teams to provide on-site support as required, including hardware installations and software upgrades.
- Create and maintain technical documentation, knowledge base articles, and FAQs to assist clients and team members.
- Communicate technical information and solutions effectively to clients with varying levels of technical expertise.
- Stay up-to-date with the latest technologies and industry trends through self-learning and training sessions.
- Conduct follow-up calls or surveys with clients to ensure satisfaction with the resolution of their issues.
Guest Service Agent
Novotel Sydney Brighton Beach
05.2022 - 12.2023
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Managed group bookings to ensure seamless organization of events and accommodations.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Participated in ongoing training programs to stay current on industry trends and best practices in hospitality services.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Maintained consistent positive customer feedback.
- Answered hotel phones with professionalism and directed calls appropriately.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
Education
Bachelor of Information Technology - Information Technology
King's Own Institute
Sydney 06.2020 - 06.2023
Skills
Microsoft 365
Windows and Linux OS
Networking Fundamentals
Interpersonal Skills
Attention to Detail
Active Listening
Time Management
Written Communication
Problem-Solving
Decision-Making
Reliability
Multitasking
Software
Visual Studio Code
Interests
Coding
Weight-Lifting
Yoga
Chess
Reading
Timeline
Service Delivery Specialist
HRS International
12.2023 - Current
Guest Service Agent
Novotel Sydney Brighton Beach
05.2022 - 12.2023
Bachelor of Information Technology - Information Technology
King's Own Institute
06.2020 - 06.2023