Summary
Overview
Work History
Education
Skills
Software
Interests
Timeline
SoftwareEngineer
Mahmoud Elkazzaz

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

Software

Microsoft 365

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

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Mahmoud ElkazzazHelp Desk Engineer