Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
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Mina Mousa

Mina Mousa

Dubai

Summary

Highly skilled IT Technical Support Engineer with extensive experience in managing and leading technical support teams. Proven ability to troubleshoot complex technical issues, ensure service continuity, and improve customer satisfaction. Seeking to leverage leadership and problem-solving skills to drive performance and efficiency in an IT support environment. Committed to enhancing team collaboration, optimizing support processes, and providing exceptional service to meet organizational goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Team Leader & Technical Support Engineer

Orthocure Sports Med Clinic
Dubai
04.2022 - Current
  • Supervise team members and ensure efficient workflows.
  • Oversee clinic operations and resolve escalations.
  • Maintain quality standards and train staff.
  • Troubleshoot and maintain IT systems and networks.
  • Provide technical support and train clinic staff.
  • Ensure system security and implement upgrades.
  • Train staff on new systems and technologies.
  • Recommend and implement technology solutions.

Technical Support Engineer

Sharjah Electricity and Water Authority
Sharjah
12.2014 - 11.2020
  • Provide technical assistance to resolve issues related to hardware, software, and networks within SEWA operations.
  • Diagnose and resolve system malfunctions, outages, or performance issues.
  • Offer first-line support for field teams addressing electrical, water, or energy distribution systems.
  • Regularly inspect and maintain IT infrastructure and utility systems.
  • Monitor critical systems for optimal performance and address any irregularities promptly.
  • Support SCADA (Supervisory Control and Data Acquisition) and other automation systems for electricity and water management.
  • Ensure seamless integration of hardware and software used in utility operations.
  • Train staff on the use of IT and operational systems.
  • Document technical solutions and maintain a knowledge base for recurring issues.
  • Ensure adherence to SEWA's standards, policies, and regulations for IT and utility systems.
  • Implement and manage cybersecurity measures for systems critical to utility operations.
  • Work closely with other departments to ensure the smooth operation of utility systems.
  • Liaise with vendors for procurement, upgrades, or maintenance of technical systems.
  • Assist in implementing new technologies and systems within SEWA.
  • Participate in system upgrades, migrations, and testing phase

Technical Support Engineer

Radio Shack
el Zamalek
12.2013 - 08.2014
  • Installing and configuring client computer systems
  • Responding to client IT support requests
  • Meeting with clients to diagnose software, networking, or hardware issues
  • Providing technical support on-site or via remote-access systems
  • Offering solutions that meet the needs of the client

Education

Ph.D. - Computer And Information Sciences

El Shorouk Academy, Faculty of Computer Science
Egypt
05.2012

Skills

  • Analytical Problem Solving
  • Effective Time Management
  • Strategic Decision Making
  • Team Leadership
  • Effective Complaint Management
  • Strategic Negotiation Skills

Certification

  • Associate Cloud Engineer
  • Developing Android Apps with Kotlin, Udacity website
  • Android Developer Track (1 Million Arab Coder Initiatives), Udacity website
  • Negotiation Skills Training from AL MOFTAREFON Training Company
  • Advanced Leadership (HAGGAI institute)
  • Quality Management, Complaints Handling, Customer Satisfaction Monitoring, Measuring System Awareness (ISO 9001:2015, 10002:2014, 10004:2012) from G.B.B Company
  • Q.M.S Internal Auditor Training (ISO 9001:2015) from G.B.B Company

Languages

  • Arabic, Native
  • English, Good Command (Written & Spoken)

Timeline

Team Leader & Technical Support Engineer

Orthocure Sports Med Clinic
04.2022 - Current

Technical Support Engineer

Sharjah Electricity and Water Authority
12.2014 - 11.2020

Technical Support Engineer

Radio Shack
12.2013 - 08.2014

Ph.D. - Computer And Information Sciences

El Shorouk Academy, Faculty of Computer Science

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Mina Mousa