Abdulrahman Amer

I’ve always had a natural curiosity for technical issues. As a child, I loved solving problems and find the best solutions to improve myself. My passion for technology continued to develop and I obtained a Management Information Systems bachelor's degree from the High Institute of Computer and Management Information Systems, which helps me to combine two skills, management and problem-solving.

Successes achieved during my time in this role include:

- Gain CCNA certification to work in as Network Engineering but I changed my passion to software testing that I worked in and it's suitable for me as the way I thinking about quality and performance of any software or app.

- Worked as a Software Tester and now gain more experience in Testing Track by courses and studying to be a Certified Tester

- Working as a technical support team leader then as a technical support manager in a short time depending on what skills that I gain to be suitable for that position.

When I’m not working, I’m either spending time with my family or writing short stories.

I love to connect with people from all walks of life, so please don’t hesitate to send me a message.

SOFTWARE TESTER
VIRGO SOLUTION BUISNESS / MAADI
06/2019 -1/2022

Tested, identified and troubleshot problems in field with cellular networks and data collection equipment.
Worked alongside management to develop testing and improvement plans
Defined test strategy for product documentation
Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches
Created accurate and successful test scripts to manage testing of certain products and features
Trained new test employees on testing to promote productive and high-quality work
Testing software released version with different cases per day
Sure about versions released by 90%

TECHNICAL SUPPORT
VIRGO SOLUTION BUISNESS / MAADI
ROLE: TECHNICAL SUPPORT MANAGER & TL 12/2018 - 06/2019

Trained and developed personnel to improve safety, employee relations and resolve complicated issues.
Delivered training for staff development, change management and materials, process and technical controls.
Defined clear targets and objectives and communicated to other team members.

Launched quality assurance practices for each phase of development.
Directed training and retraining of employees to boost performance
and enhance business results.
Analyzed and developed service goals.
Developed and implemented training initiatives for new hires.
Planned, created, tested, and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Managed quality programs to reduce overdue compliance activities.
Improved staffing during busy periods by creating employee schedules and monitoring.
Follow up over 10 customers suggestions and follow their request.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

ROLE: TECHNICAL SUPPORT AGENT   05/2018 -12/2018

Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Submitted service tickets for equipment maintenance requests.
Configured hardware, devices and software to set up work stations for employees
Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Monitored systems in operation and input commands to troubleshoot areas.
Analyzed Technical issues to identify troubleshooting methods needed for quick remediation.
Troubleshooting many more issues with different cases per day.
Managed over 4 customers at same time.

CUSTOMER SERVICE SPECIALIST
RAYA CONTACT CENTER / MAADI
PROJECT ETISALAT MISR
11/2017 - 5/2018

Used consultative techniques to understand customer needs and make strategic referrals to business partners.
Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Recorded service failure complaints and notified appropriate departments.
Received 50 calls or more per day and handled them without escalating to manager.

BACHELOR DEGREE IN

MANAGEMENT INFORMATION SYSTEMS

High Institute of Computer and Management 

Science - Shubra Al-Khema

Graduation Degree: Good

Graduation Year : 2016