Mohamad Simo

• Handling client issues; Implementing new features, Troubleshooting databases, Optimizing through XML, escalating where required. • 1st level technical & system support. • Perform troubleshooting, including remote sessions. • Handle inbound calls from customers with care and interest. (40+ per day) • Update and maintain client database. • Act as an advisor to assist clients in getting the best value from our tools. Technology: MySQL, XML, JIRA, Retail In Motion CRM, Slack, Team viewer, Microsoft 365.

Provided technical support to client queries and issues relating to Marketing tools, Policy violations, Monetization. • Escalate inquiries to the appropriate team, when necessary. • Provide first and second level technical support to end users. • Resolve problems and issues professionally and engage with customers to identify additional needs. • Managed Middle East & North African market queries Technology: XML, Databases, Various internal Meta tools, Microsoft 365.

Support partners in a range of topics such as contents, channel management, monetization, analytics. As well: • Worked closely with clients to provide technical support & achieve positive solutions • Review and educate partner on policy & TOS support. • Performed functional tasks that achieve maximum efficiency for clients and reduce operational risk. • Investigating and resolving reported issues (inquiries via the round-robin ticketing system), such as requests for account support.

As part of Swedish language training, my daily is operating essential office machinery (printers, copiers, etc.). Client visits for routine checks of clients servers. Technology: Windows server 2012, Databases, Network.

Act as an internal point of contact for new and existing customers; manage customer emails, queries, and complaints. In addition: • Contribute to improving customer satisfaction by directly handling queries. • Lead a team of technicians and schedule maintenance times and locations and the tools they need for the tasks assigned to them. • Preparing daily reports on all daily operations. Technology: Various internal tools, Microsoft Office.

Specialist in web development using ASP.NET (C#), as well the course covering other sectors like management, design, and marketing.

The course covering general math, computer programming using C#.