Moataz Mohamed Hisham
Dubai,uae
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Team Leader
CAPGEMINI
08.2024 - Current
- Lead team of support engineers to ensure smooth operations and meet KPIs
- managing over 400 calls per day having issues related to IT cases
- Focus on optimizing workflows, resolving escalated issues, and enhancing team performance through feedback and training
- Collaborate with leadership to manage major incidents, drive customer satisfaction, and ensure compliance with company procedures during peak times and outages
Quality Specialist & Customer satisfaction Lead
CAPGEMINI
06.2023 - 08.2024
- In this dynamic role, I am responsible for overseeing and enhancing the quality of services and products, ensuring they meet both company standards and customer expectations
- I lead initiatives to evaluate and improve service quality, implement effective feedback systems, and analyze customer satisfaction metrics
- My focus is on developing strategies that boost customer loyalty, satisfaction, and overall service excellence
- By collaborating with various teams, I ensure consistent quality and drive continuous improvements in service delivery
- My role also involves handling customer escalations, providing resolutions that not only address immediate concerns but also contribute to long-term relationship building and customer trust
- ServiceNow Administration: Acted as a key administrator for the ServiceNow application, customizing and optimizing its functionalities to meet the specific needs of the organization
- Implemented process improvements, resulting in enhanced productivity, and streamlined workflows
- As well As, successfully managed and resolved technical tickets, demonstrating a deep understanding of complex technical issues
- Utilized strong problem-solving skills to troubleshoot and resolve technical problems, minimizing downtime and ensuring minimal disruption to business operations.
Technical Support Consultant
Sutherland Global Services (AT&T)
12.2022 - 06.2023
- As a Technical Support Consultant at AT&T, I provided high-quality technical support to US customers for a variety of mobility services, including 4G and 5G, and broadband wireless
- In this role, I was responsible for troubleshooting and resolving technical issues, responding to customer inquiries, and supplying guidance on the use of our products and services
- I collaborated with other teams to escalate and resolve more complex issues, while also documenting and tracking customer issues and resolutions in our internal systems
- Additionally, I stayed up to date on new products, services, and technologies to supply the best possible support to our customers
- Overall, my strong technical skills and customer service focus enabled me to excel in this role and deliver exceptional support to our valued customers.
Drilling Performance Engineer
Corva / BGS Energy Services
09.2021 - 12.2022
- Collaborating closely with customers by setting up meetings, conducting demos and arranging trials for the real-time drilling optimization services
- Managing drilling engineering analytics solutions including real-time torque and drag, hole cleaning, hydraulics monitoring and ROP optimization
- Managing the installation of the Real-Time Data Aggregation System across various rig sites
- Identifying diverse types of data quality issues through regular QAQC checks and follow procedures to correct issues
- Assisting customers in building their own monitoring dashboards.
Real Time Data Drilling Engineer
Petrolink / BGS Energy Services
04.2019 - 09.2021
- Successfully supported Real-Time data with Petrolink projects within The MENA Region in Oman, UAE, specializing in drilling and data export and providing field installation support
- Demonstrated a passion for utilizing data to drive insights and improve business performance as a Real-Time Data Engineer, specializing in drilling performance analysis and leveraging real-time data to optimize drilling operations and increase efficiency
- Managing drilling engineering analytics solutions including real-time torque and drag, hole cleaning, hydraulics monitoring and ROP optimization
- Managing the installation of the Real-Time Data Aggregation System across various rig sites
- Monitoring and analyzing surface, M/LWD, mudlogging and MPD data using Petro Vue
- Building customized dashboards for drilling engineers and geologists to meet their operational requirements
- Creating daily, sectional and end of well performance reports using Rig Metrix
- Tracking and identifying NPT and ILT
- Remotely managed multiple projects with multinational clients like Occidental Oman, Occidental UAE, Oil Serve and Taqa
- Was responsible for the training of ten new team members
- Conducted sales for software applications supporting drilling and completion operations, highlighting excellent customer service skills and the ability to communicate complex technical concepts to clients with different mindsets.
Field Operator {PPS}
HALIBURTON
04.2018 - 04.2019
- Utilized specialized equipment and advanced technologies to monitor and control the flow of products through pipelines
- Demonstrated expertise in industry regulations, safety protocols, and environmental considerations
- Conducted inspections and executed maintenance tasks to ensure pipeline integrity and regulatory compliance
- Proactively identified and resolved technical issues to minimize downtime and ensure uninterrupted product flow.
Customer service Agent, Floor leader (Guess Account)
Exceed International Company
09.2017 - 04.2018
- Served as a Customer Service Agent at Guess, responsible for managing the shipping and delivery process of products, ensuring timely and accurate delivery, and resolving any issues related to delivery
Education
Bachelor of Engineering - Petroleum technology
Australian University
Kuwait 09.2013 - 05.2017
Skills
- Active listening
- Communication
- Computer skills
- Customer service
- Management skills
- Problem-solving
- Time management
- Staff management
- Effective communication
- Report writing
- Workflow optimisation
- Quality assurance expertise
- Data analysis
Custom
- Mobile, +971-567687480
- WhatsApp, +971-567687480
Languages
English
Advanced (C1)
Arabic
Proficient (C2)
French
Upper intermediate
Personal Information
- Date of birth: 06/18/1994
- Gender: Male
- Nationality: Egyptian
Timeline
Team Leader
CAPGEMINI
08.2024 - Current
Quality Specialist & Customer satisfaction Lead
CAPGEMINI
06.2023 - 08.2024
Technical Support Consultant
Sutherland Global Services (AT&T)
12.2022 - 06.2023
Drilling Performance Engineer
Corva / BGS Energy Services
09.2021 - 12.2022
Real Time Data Drilling Engineer
Petrolink / BGS Energy Services
04.2019 - 09.2021
Field Operator {PPS}
HALIBURTON
04.2018 - 04.2019
Customer service Agent, Floor leader (Guess Account)
Exceed International Company
09.2017 - 04.2018
Bachelor of Engineering - Petroleum technology
Australian University
09.2013 - 05.2017
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