Walid Abdelrahman

Experience

• 

  PC GUYS INC

  Jan 2008 - Apr 2012

  President

  - Team Leadership: Lead and manage a team of 6 technicians, fostering cohesive teamwork and achieving operational goals.- Customer Service and Technical Support: Deliver exemplary first-point customer service and technical support, ensuring prompt issue resolution and high customer satisfaction.- Custom PC Assembly and Hardware Repairs: Assemble custom-built PCs and perform hardware repairs, including troubleshooting and replacing screens, memory modules, HDDs, and motherboards.- Windows OS Management: Troubleshoot, install, and configure Windows operating systems (2000, XP, Vista, 7), optimizing system performance and user experience.- Project Management: Oversee technical operations projects, managing timelines, resource allocation, and ensuring successful execution from planning to implementation. Show less

• 

  AVAAL Technology Solutions

  Sept 2012 - Jan 2014

  Software Support Senior

  - Software Support and Training: Provide comprehensive software support and phone training for AVAAL customers.- User Acceptance Testing: Develop and implement rigorous user acceptance testing guidelines.- Technical Support: Offer extensive technical support via phone and remote tools like BeAnywhere and TeamViewer, resolving complex issues.- Customer Installations and Training: Manage new customer installations, configuration setup, and conduct personalized face-to-face training.- SQL Expertise: Specialize in SQL installation, configuration, troubleshooting, and execute fundamental SQL queries.- Sales Activities: Engage in sales through live demos, compelling presentations, and proactive cold calling. Show less

• 

  Emphasys Software Holding Inc.

  Feb 2014 - Feb 2020

  Software Support Lead

  - Software Support and Training: Provide comprehensive software support, training, and mentoring to Emphasys customers for efficient software use.- KPI Reports: Develop and present management reports on KPIs to senior management for strategic insights.- SLA Compliance: Oversee support ticket allocation and optimize resource utilization to maintain SLA compliance.- Account Management: Manage customer accounts and conduct thorough performance evaluations quarterly and yearly.- Remote Desktop Support: Configure and support Remote Desktop solutions for PC and MAC clients to ensure seamless connectivity.- SQL Configuration: Handle SQL installation and configuration, specializing in SQL Express versions from 2008 to 2016. Show less

• 

  MDLand

  Apr 2021 - now

  Customer Support Manager

  - Optimize Workflows: Streamline work procedures, enhance employee scheduling, and recommend operational improvements.- Customer Support and Training: Resolve customer inquiries, provide solutions, and train users on applications and new features.- Team Mentorship: Mentor team members in problem-solving and client support, serving as an escalation point.- IT Collaboration: Work with IT to address technical issues, document bugs, and ensure policy compliance.- Recruitment and Analysis: Participate in hiring and training, analyze customer experience data, and share insights with leadership. Show less