Mena Youssef

Experience

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  Raya Holding for Financial Investments

  Jan 2009 - Sept 2010

  ADSL Technical Support

   Supporting all users in offshore account Dubai to solve all related Issue to our service.

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  Marina for platforms

  Dec 2010 - Jun 2011

  Help Desk Technician

   Provided technical support for over 150 employees in a corporate environment in multi Sites.  Support consists of VPN, MS Office, laptop and desktop issues, printers, configuration, and general questions.  Responsible for creating, testing PC images using Image Centre and Ghost. Administered and supported local/LAN printers Provided technical support for hardware/software configurations and applications. LAN Administration: added users; printers; removed users; controlling access right list. Show less

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  Methanex Corporation

  Jul 2011 - May 2014

  Senior IT Technical Support Engineer

   Providing onsite and remote tier 2 and Tier 3 technical support services to over 850 Desktop users and over 150 laptop Users, Primary functions include maintaining Ghost images, laptop staging and configuring. Managing user accounts, groups, print queues and controlling access rights using Active Directory with USA.NET, iPhone/Blackberry activation and troubleshooting, iPad configuration, Windows 7 Enterprise and XP support, Lync user management. Implementing and managing on-site Multi-Function printers Copy Machine, Scanners.  Ordering supplies.  Inventory for all the site and for the IT warehouse keep track of the software installed on the PCs Helping in Troubleshooting Security cams and intruder system Managing the BlackBerry Enterprise Server Supporting all Data center Vendors to finish all the projects in time. Monitor the ticketing system and managing the distribution of the tickets between two Tier 1 Engineer.  Supported all remote offices and home-based users using Cisco VPN and TeamViewer. Show less

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  TBTD- Philip Morris partner in Egypt

  Jun 2014 - Mar 2018

  Senior Technical Support Engineer

   supervise efficient working of all IT staff (five sites with Ten Technical Support Engineers) Provide support for new IT Technical Support hires, corporate system access, and general troubleshooting.  Handheld troubleshooting. Analyze all IT infrastructures and prepare reports to be submitted to senior management Communicates with other departments to report and resolve software, hardware, and operations problems Meets with users to determine quality of service and makes necessary adjustments to accommodate their needs. Show less

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  POSRocket

  Mar 2018 - Dec 2021

  Technical Support Team Leader

  Overseeing and engaging into the day to day operations involving new customers on-boarding and ongoing support during the customer's journey up until their renewal Responsibilities:Support Team- Conduct KPIs Review- Conduct Weekly Meeting per Astronaut- Raise Team’s Technical Awareness- Provide On-boarding/Support ManagementCustomer Success- Make arranged/random Customer Success calls- Manage Renewals- Notify clients with renewal (30 days notice period)- Call clients to offer renewal options- Handover to finance the client renewal plan- Manage customer escalationsAdmin- Review and approve support visits- Create new accounts- Update information for existing clients Show less

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  3S POS

  Jan 2021 - now

  Technical Support Manager