Islam Mahmoud

IT support technician

Talent

St. John'sMember since October 1, 2026

SAP – ABAPC / C++Oracle 9iSQL PL/SQLForms / ReportsEnergetic, persuasive, creative, self-starter, self-reliant and well-organized.Excellent customer facing, communication and rapport building skills.Through understanding of computer and networking concepts.Able to prioritize in a complex, fast paced environment.Willing to work flexible schedules / shifts.Able to cope up with any situation; work under pressure and fast learner.Dynamic personality & good team worker.Strong leadership.

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SAP – ABAPC / C++Oracle 9iSQL PL/SQLForms / Reports

About

A successful and highly professional ICT support with extensive general and project management expertise who enjoys being part of, as well as leading, a successful and productive team. A talented and ambitious IT support with a strong technical background who possesses self-discipline and ability to work with the minimum supervision. Able to demonstrate the motivation and commitment required to achieve objectives and meet tight deadlines.

Possesses excellent interpersonal skills and can communicate concisely at all levels. Looking for a suitable IT support technician position with a successful and dynamic company with long-term strategic management group where my diverse experience, technical knowledge and communication skills could be utilized and developed.

Experience

A/Team Leader (Tech. Support Section) – Ooredoo Contact Center - Ooredoo - Doha-Qatar

(2012-01)

Handling responsibility of (15-17) team members work performance & team requirements.
Manage performance through daily reports, regular coaching, call monitoring and feedback.
Lead, motivate and engage to provide a superior level of service and deliver KPIs.
Effective leadership through team building and development.
Real-time queue monitoring and managing staffing levels.
Delivery of regular team meetings and daily briefs and ensure complete team understanding of KPIs, goals and objectives.
Handle customer calls and complaints from CSRs, follow-up with concern departments for best procedure to be taken.
Managing team leaders’ daily task and arranging weekly training, and meeting with supervisor in a monthly basis.
Managing leave requests for CSR/Team leaders.
Managing work requirements to insure best work environments for all team members.

Tech. Support Agent (Contact Center) - Ooredoo - Doha-Qatar

(2008-07 - 2012-01)

Hardware & Software Configuration (Practical Training) - Al-Mana Computer Services (ACS) - Doha-Qatar

(2006-10 - 2006-11)