Mohamed Moursi
Helpdesk Agent
Egypt,Alexandria
Summary
Dynamic Help Desk Agent with a proven track record at Tourism Companies, specializing in Tier 1 IT support and ticketing system expertise. Demonstrated success in enhancing customer satisfaction and streamlining support processes. Skilled in both technical issues analysis and fostering empathy among teams. Achieved a significant improvement in support efficiency and user experience.
Experienced with troubleshooting technical issues and providing IT support. Uses effective communication to resolve problems and assist users. Track record of maintaining high user satisfaction and adapting to changing needs.
Overview
20
20
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Help Desk Agent
Tourism Companies
01.2005 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Maintained detailed records of customer interactions, documenting resolutions for future reference.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Activated accounts for clients interested in new services.
- Managed high levels of call flow and responded to technical support needs.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Acted as liaison between end-users and higher-level support teams, ensuring seamless handoff when needed for more advanced problemsolving.
- Working on reservation systems such as Amadeus / Galileo / as well as hotels. Sufficient experience in issuing all types of visas.
Education
Sharia And Law
Al-Azhar University
Egypt05-2004
Skills
Empathy and patience
Ticketing system expertise
Training and mentoring
Follow-up skills
Stress tolerance
Cross-functional coordination
Remote support
Ticket management
Technical issues analysis
Desktop support
Service support
Ticket support system management
Appointment scheduling
Customer success management
Certification
Obtained the amadeus course certification
Timeline
Obtained the Galileo course certification
04-2022
Obtained the Galileo course certification
06-2009
Intermediate course from egypt air
04-2007
Advanced course from egypt air
04-2007
Help Desk Agent
Tourism Companies
01.2005 - Current
Obtained the amadeus course certification
12-2004
Sharia And Law
Al-Azhar University
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