Ehab Mansour

• Create, resolve tickets utilizing Service Now platform.
• Document my action taken to resolve incidents.
• Escalate incidents to their appropriate teams when needed.
• Team up and assist others with ticket resolution.
• Assist onsite Tech vendors with troubleshooting.
• Place and track Work orders through third party vendors.
• Walk non-technical users through troubleshooting.
• Answer inbound or outbound calls and resolve issues in a timely manner.
• Assist stores with their registers/SCO, mobile devices, and back-office equipment.
• Assist corporate users with applications such as SAP, Citrix, and Office.
• Keep up to date with business changes and participate in meetings.
• Take part in monthly department trainings as well as corporate trainings.
• Support printer issues utilizing the Kyocera and Samsung printer graphical user interface.
• Troubleshoot and manage on-premises technical hardware like Cisco Meraki switches,
Hanshow access points, Thin Clients, and Emergency Alert Systems.
• Notify my direct leader for process improvements, such as adding top call handlers to
daily acknowledgments, and how to utilize Microsoft Teams properly.

• Proactively sought feedback from customers, using the information gathered to identify areas of improvement in service quality or delivery.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing clear solutions.
• Streamlined service desk operations for increased productivity through effective task prioritization and time management.

• Provided technical assistance to customers on inbound telephone tech support calls
• Walked customers through step-by-step process for troubleshooting hardware and software issues
• Used good problem-solving skills for troubleshooting problems
• Used great customer-service skills
• Performed upgrades and installed updates
• Assisted office staff with computer application questions
• Recommended products and applications to improve productivity.

• Answered customer telephone calls regarding product issues
• Respond to questions and concerns about services and evaluate clients needs to determine their best options
• Excelled in exceeding daily credit card application goals
• Cross-trained and provide back-up help when needed.