Aalaa Madkour

Certified ISTQB-FL Tester with hands-on experience in functional, integration, UI, usability, and static testing, and a strong foundation in software testing methodologies. Seeking to contribute to a QA team while expanding expertise in API and test automation through practical experience and continuous learning.

Technical SME – Siemens IT Service Desk Project (German-Speaking) at Atos (2025-04 – 2025-11)

• Resolved complex technical incidents escalated from Tier 1 and Tier 2 support, ensuring timely and effective resolution
• Collaborated with senior technical teams to analyze complex issues and determine appropriate solutions
• Monitored and reviewed service desk tickets to ensure accuracy, SLA compliance, and adherence to quality standards
• Conducted quality assurance reviews through call evaluations and ticket audits, providing structured feedback to improve support performance
• Delivered technical coaching and mentoring to support engineers, improving troubleshooting capability and first-time resolution rates
• Contributed to onboarding and training of new hires through technical guidance and development of documentation
• Supported continuous service improvement by identifying recurring issues and recommending process enhancements

IT Support Analyst – Siemens IT Service Desk Project (German-Speaking) at Atos (2024-02 – 2025-03)

• Resolved technical incidents and service requests by analyzing issues, identifying root causes, and providing remote support to end users
• Delivered first-line technical support for hardware, software, and access-related issues across multiple systems
• Logged, updated, and managed tickets in ITSM systems while ensuring SLA compliance and accurate documentation
• Escalated complex or unresolved issues to second- and third-level support teams in line with defined processes
• Maintained up-to-date knowledge of products, system updates, and service changes to ensure effective troubleshooting

Technical Support Associate - Microsoft Support (German Team) at Concentrix (2023-01 – 2023-07)

• Provided technical support to end users for Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive, diagnosing and resolving application, connectivity, and performance issues
• Supported user account and access management across Microsoft 365 and Microsoft Entra ID (Azure Active Directory), including account provisioning, password resets, and MFA administration
• Troubleshot and analyzed issues including login failures, synchronization problems, and system errors

Customer Support Specialist (German-Speaking) at Majorel (2022-07 – 2022-12)

• Handled customer inquiries via phone, email, and chat, providing accurate information about products and services
• Maintained accurate CRM records, resolved customer issues, and escalated complex cases when required

Tier 2 Technical Support Specialist at Xceed (2018-04 – 2020-04)

• Provided second-level technical support by handling escalated service requests from Tier 1 support, analyzing recurring technical issues, and ensuring end-to-end resolution
• Performed advanced troubleshooting for connectivity and service-related issues, including ADSL, web hosting, and basic network infrastructure problems

Bachelor's Degree in Faculty of Education – Ain Shams University (2014)