MOHAMED AHMED LOTFY
Dubai,United Arab Emirates
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
13
13
years of post-secondary education
Work History
Purchase Engineer
Moon Link Constructions
Dubai
02.2024 - 04.2025
- Experience in managing procurement processes in ERP, negotiating with suppliers, and ensuring the timely delivery of materials and equipment to prevent site delays.
- Skilled in supplier management, cost analysis, and balancing quality with budget constraints.
- Adept at problem-solving to streamline procurement operations and support site engineers efficiently.
System Integration Engineer
Union of Medical Professionals
Alexandria
11.2019 - 12.2023
- Collaborated with internal teams and external vendors to design and implement integrated medical systems.
- Handling member issues related to the facility, along with maintenance of equipment, IT works such as DNS, CCTV, DHCP, TCP/IP, VMware, VPN, Firewall, Cloud Services, Active Directory, Ticketing System, Finger Print, electrical tasks in general, as well as HVAC and fire systems.
- Conducted system testing Linux systems, Windows OS (Windows 10-11, Windows Server), MAC systems, troubleshooting, and user training to ensure seamless functionality and support users via walk-on, chat, and e-mail remotely.
- Managed documentation and compliance requirements for system integration projects, assigning incidents and requests to appropriate teams within SLAs.
Technical Support Engineer & Document Control
Gharably Integrated Engineering Company GIECO
Alexandria
04.2019 - 10.2019
- Managing construction and maintenance of Abis agricultural road entrance bridge in Alexandria, including overseeing nearby facilities such as event halls, mosques, and services.
- Provided technical support for engineering systems, resolving hardware and software issues.
- Managed document control processes, maintaining accurate records and ensuring version control.
- Achieved improvement in response time for technical support inquiries through efficient ticketing system implementation.
- Implemented document control procedures, resulting in a reduction in errors and discrepancies.
Regional Manager, Senior Technical Support Engineer & After Sale
RadioShack & Computer Shop
Alexandria
12.2015 - 03.2019
- Led technical support operations, managing customer inquiries and issues daily as the regional manager overseeing branches in Alexandria.
- Handle sales and after-sales service requests, achieving resolution rates within specified time frames.
- Conducted product training sessions for staff and customers, improving product knowledge and customer satisfaction.
- Implemented the customer feedback system, leading to an increase in customer satisfaction scores.
- Streamlined after-sales service processes, reducing response time.
Solar System Design and Installation Engineer
E Green Co.
Alexandria
11.2014 - 11.2015
- Designed and implemented solar power systems, exceeding annual installation targets.
- Optimized system designs, resulting in an increase in energy production efficiency for clients.
- Worked for the company at the American University in Cairo and was recognized for exceptional project management skills and customer satisfaction ratings.
- Led a team to develop and implement innovative solar energy solutions, resulting in cost savings for clients.
- Improved system reliability and uptime, reducing maintenance costs.
Education
Bachelor's of Engineer - Electrical Department, Computer Engineering
Alexandria University.
Egypt 04.2001 - 06.2014
Skills
- Microsoft suite expertise
- Helpdesk operations
- Client-Focused approach
- POS Systems
- Sales expertise
- Complaint handling
- Multi-tasking
- Live chat support
Languages
Arabic
Native
English
Advanced
Timeline
Purchase Engineer
Moon Link Constructions
02.2024 - 04.2025
System Integration Engineer
Union of Medical Professionals
11.2019 - 12.2023
Technical Support Engineer & Document Control
Gharably Integrated Engineering Company GIECO
04.2019 - 10.2019
Regional Manager, Senior Technical Support Engineer & After Sale
RadioShack & Computer Shop
12.2015 - 03.2019
Solar System Design and Installation Engineer
E Green Co.
11.2014 - 11.2015
Bachelor's of Engineer - Electrical Department, Computer Engineering
Alexandria University.
04.2001 - 06.2014
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