Mustafa Metwally

PMP® Certified, Senior Application Support Specialist with 5+ years of experience delivering enterprise application support, ERP solutions, software implementation, and customer success initiatives. Experienced in managing high-priority accounts, leading support and implementation teams, and collaborating with cross-functional stakeholders to drive successful project delivery. Proven ability to resolve complex technical issues, optimize support processes, improve customer satisfaction, and bridge the gap between business and technical requirements.

Senior Application Support & Service Delivery Specialist - BI-Technologies - Cairo

(2025-07)

• Delivered advanced application support for the Sales Buzz platform, ensuring system stability and timely resolution of critical business issues.
• Act as the Delivery Owner for high-priority customer accounts, ensuring service excellence, stakeholder satisfaction, and successful delivery of business objectives.
• Coordinated with Development, QA, and Business teams to investigate root causes and implement sustainable solutions for complex production incidents.
• Developed and maintained documentation for support processes and procedures
• Analyzed product issues and provided solutions.
• Working closely with development teams to implement fixes.
• Worked with customers to understand their needs and delivered high-quality support solutions

Application Support & Implementation Team Lead - OrchidaTax for Business Solutions - Cairo

(2022-06 - 2023-09)

During Egypt's digital transformation in the tax and finance sector, particularly in the adoption of e-invoicing and e-receipt systems, OrchidaSoft became a leading provider of full management solutions. I promoted from an Application Support Engineer to an Application Support & Implementation Team Lead, managing two teams across Egypt and KSA. I engaged with high-profile clients, including Samsung, DHL, Hitachi Energy, DP World, CocaCola, McKinsey, KPMG, Oriflame, McDonald’s, NextCare, Majed Al Futtaim, Al Othaim Group.

• Responsible for making Implementation Plans.
• Provide direct supervision of the technical support staff which may include recruitment, evaluations, and disciplinary actions.
• Act as a mentor and provide oversight, coaching, and training to technical support staff.
• Record and track team SLAs and workflows.
• Be the point of contact when it comes to technical escalations.
• Implement any necessary preventive measures to reduce customer faults and issues.
• Review all technical support related processes and documentation for continuous improvement, assist in the creation and implementation of customer self-service material and tools.

Application Support - OrchidaTax for Business Solutions - Cairo

(2021-01 - 2022-06)

• Responding to clients' inquiries, providing online & offline technical software support and following up with them, responsible for clients’ installation.
• Testing new release of our product and raise tickets with issues to development team.
• Making scripts for our clients depends on their needs.
• Train our clients to use our Apps. In both Arabic and English.
• Responsible for making demos for clients.

Bachelor of Engineering - Computer Engineering - Al-Safwa High Institute of Engineering