Mohamed Elkhatib

• Optimized strategies for prioritizing and resolving technical issues. • Assigned and monitored tasks and tickets for customer success team. • Led team of technical support professionals fielding telephone calls, web chat requests and support emails. • Improved the team’s work quality by developing employee knowledge and abilities, and with the targeted requirement of highly qualified candidates for key roles. • Maintained high technical standards by regularly reviewing, analyzing, and correcting team.

• Maximized quality and productivity with thorough training and consistent monitoring of team performance. • Coached new employees struggling with specific tasks. • Supervised teams and individuals, giving feedback on performance and setting goals for improvement. • Improved operational efficiency by working with senior management to implement and enhance policies and procedures. • Supported teams to achieve department goals and objectives.

• Reproduced and resolved customer issues using internal test environments. • Stayed informed of new product features and technologies with attention to internal and market development. • Fielded weekend calls and out-of-hours emergencies with on-call rotation. • Maintained detailed records of daily support activities and resolutions.

• Designed, planned, tested, and configured network communication systems. • Performed troubleshooting and diagnosis for LAN/WAN performance and connectivity. • Handled daily network maintenance with new installations, configurations and troubleshooting of devices, cabling, and equipment. • Monitored network performance to identify inefficiencies and determine performance levels.

• Met changing system demands by developing and deploying new technical solutions. • Approached and solved problems with initiative and sound judgment. • Managed user accounts, security group permissions and passwords. • Resolved connectivity and performance issues in collaboration with team members. • Maintained detailed and exhaustive documentation for system processes and procedures.

• Developed new customers through awareness, mailing and networking, Promoted upgrades for existing customers. • Helped the customers to have their Infrastructure compliant with regulations. • Implemented various security products for large customer’s environments according to the vendor's best practices to meet the project LLD and customer expectations. • Ensured that the projects are delivered on time and within scope. • POC and demos for variety of products that helps in growing company sales revenue.

• Provided on-site and remote support within the scope of SLAs to maintain customer satisfaction. • Participated in growing the sales revenue by doing presentations, Demos, POCs and promoting security products to our customers. • Worked with the project managers to ensure that the costs regarding the operation are within the budget of the client. • Implemented and Supported Solutions including Antivirus, Anti-spam, NGFWs, IPS, DLP, Encryption, Mail Gateways, SIEM, DDOS Mitigation, WAF, OTP solutions.

• Managed user accounts, security group permissions and passwords. • Protected data, software, and hardware with top-notch security procedures. • Prevented data loss with regular backups and sound disaster recovery processes. • Improved network operations by recommending and implementing proactive hardware, software, and policy updates.

• Concurred with staff to address and resolve complex issues. • Diagnosed and resolved technical hardware and software issues. • Guided calls using excellent communication skills and decisive approach. • Guided users with troubleshooting using diagnostic tools. • Managed system performance by monitoring operations and correcting routine issues. • Set up equipment for employee use, ensuring proper installation of cables, operating systems, and appropriate software.