Mohaned Taha

Accomplished Field Technical Support Team Leader with 11+ years of experience in leading technical operations, managing distributed field support teams, and delivering large-scale IT services. Successfully advanced to overseeing a team of 52 technicians and a nationwide portfolio of 147,040+ POS and EFTPOS terminals, ensuring service reliability, equipment availability, and consistent SLA performance. Skilled in workforce planning, incident management, technical troubleshooting, service delivery, and stakeholder coordination.

Eager to leverage proven leadership and technical expertise to optimize field operations, minimize service disruptions, and enhance customer satisfaction.

Field Technical Support Team Leader at Geidea (2019-02 – 2026-08)

• Directed technician workforce planning, field coverage, shift scheduling, and resource allocation to maintain uninterrupted service operations.
• Led daily field operations, prioritizing critical technical requirements, balancing workloads, and ensuring compliance with response and resolution targets.
• Managed vendors and external service partners, monitoring service performance, response times, and equipment availability to ensure timely issue resolution.
• Monitored field service KPIs, analyzing productivity, response times, first-time resolution, and recurring incidents to drive operational improvements.
• Reviewed complex technical escalations, providing troubleshooting guidance and coordinating with internal teams to deliver timely and effective resolutions.
• Analyzed recurring device failures and operational trends, implementing corrective actions to reduce equipment downtime and improve service reliability.

Field Support Technician at Geidea (2015-08 – 2019-01)

• Managed end-to-end POS technical support, including deployment, installation, configuration, troubleshooting, and user training across assigned merchant accounts.
• Diagnosed and resolved payment terminal, peripheral, connectivity, and system issues, minimizing merchant downtime and maintaining transaction continuity.
• Conducted preventive maintenance, functional testing, and post-service verification to ensure reliable device performance following repairs, updates, and replacements.
• Investigated complex transaction and technical incidents, coordinating with specialized support teams to identify root causes and accelerate resolution.
• Managed faulty device recovery and replacement activities, ensuring accurate asset tracking, equipment verification, and proper service documentation.
• Engaged directly with merchants to explain technical issues, provide practical guidance, and reduce recurring device-related problems.

Diploma in Information Technology (IT) – Sudan University of Science and Technology (2012)