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Customer support analyst
Karim Elharras
,
Edinburgh, United Kingdom
Experience
Other titles
Skills
I'm offering
Experienced customer support analyst with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Analytical Skills, International Business, Management, Serviced Office, and Teamwork. Strong sales professional with a master's Degree focused in International Business Management with Finance MSC from Heriot-Watt University.
Determined and decisive; uses initiative to develop effective solutions to problems
Exceptional customer support analyst who knows how to handle large workloads and exceed quotas. Great customer service skills to provide clients with best service possible and resolve conflicts when they arise. Cheerful personality to make potential clients feel at ease and offer support when there are uncertainties around the office.
A keen international commercial acumen through applying economic theories and case studies to economies across the world applied in my dissertation (The role of exchange regimes in the international monetary policy) Analytical and conceptual thinking, with a conscientious approach to managing workloads. Ability to handle, analyse and interpret complex data, before presenting it back based on the overall analysis made.
ITIL foundation certified
Determined and decisive; uses initiative to develop effective solutions to problems
Exceptional customer support analyst who knows how to handle large workloads and exceed quotas. Great customer service skills to provide clients with best service possible and resolve conflicts when they arise. Cheerful personality to make potential clients feel at ease and offer support when there are uncertainties around the office.
A keen international commercial acumen through applying economic theories and case studies to economies across the world applied in my dissertation (The role of exchange regimes in the international monetary policy) Analytical and conceptual thinking, with a conscientious approach to managing workloads. Ability to handle, analyse and interpret complex data, before presenting it back based on the overall analysis made.
ITIL foundation certified
Markets
United Kingdom
Links for more
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Language
Arabic
Fluently
English
Fluently
French
Good
Dutch
Good
Ready for
Larger project
Ongoing relation / part-time
Available
My experience
2017 - ?
job
Customer Support analyst
Axios Systems.
• My Main job responsibility is to provide wide range of technical support for the Middle East Region
• Provide primary SQL Server support and monitored performance for all databases instance
• Provide support to SAAS customers, using different range of software (Microsoft Azure, Fido, ASP, REST API)
• Provides analytical advice and direction for application and technology that impacts business operations
• Progress and resolve installation, configuration and performance issues with JBoss application servers (WebSphere knowledge an advantage)
• Review and confirm bug reports and report them to the developers
• Test new product software applications determine bugs and problems. Identify, record, document thoroughly and track bugs
• Responding to a broad range of service requests for support by providing information to fulfil requests or enable resolution
• Problem determination, workaround resolution, root cause analysis, major incident management Participate in testing functionalities to ensure they match the specifications of the software
• Follow standards, best practices and act with a sense of urgency to ensure services are provided in accordance with strict SLAs
• Deployment of service releases, patches, requests and customisations
• Investigate, diagnose and resolve issues involving SQL Server and Oracle databases
• Provide primary SQL Server support and monitored performance for all databases instance
• Provide support to SAAS customers, using different range of software (Microsoft Azure, Fido, ASP, REST API)
• Provides analytical advice and direction for application and technology that impacts business operations
• Progress and resolve installation, configuration and performance issues with JBoss application servers (WebSphere knowledge an advantage)
• Review and confirm bug reports and report them to the developers
• Test new product software applications determine bugs and problems. Identify, record, document thoroughly and track bugs
• Responding to a broad range of service requests for support by providing information to fulfil requests or enable resolution
• Problem determination, workaround resolution, root cause analysis, major incident management Participate in testing functionalities to ensure they match the specifications of the software
• Follow standards, best practices and act with a sense of urgency to ensure services are provided in accordance with strict SLAs
• Deployment of service releases, patches, requests and customisations
• Investigate, diagnose and resolve issues involving SQL Server and Oracle databases
Deployment, Direction, Major Incident Management, Incident Management, Server, Software, Testing, Analyst, Support, ASP, Technology, Service, Sql, Saas, Management, Test, Microsoft azure, REST, Oracle, API, Azure, REST API, SQL Server
2013 - 2017
job
Product Specialist
Fujitsu Siemens.
• Provide first line support for clients in EMEA region and head office. Resolution of IT related issues and request assigned tickets to the ques
• Keep abreast of technical developments, read current literature, continue education, stay current on the innovations within the industry
• Diagnose and resolve scanner software problems, and restore normal operation
• Work with the other IT support teams in troubleshooting and remediating outstanding vulnerabilities
• Giving basic training to new users or customers in using their PCs
• Determine software configurations that achieve a high level of security for systems and applications
• Installing and configuring new equipment and upgrading existing systems
• Support for periodic key business activities and procurement of required IT equipment.
• Ownership and overseeing of the ticket management processes and quality across the whole of IT, suggesting and making pro-active improvements to increase the quality of service provided.
• Managed business communications for high priority incidents and change implementations.
• Fujitsu certified imaging professional ScanSnap.
• Keep abreast of technical developments, read current literature, continue education, stay current on the innovations within the industry
• Diagnose and resolve scanner software problems, and restore normal operation
• Work with the other IT support teams in troubleshooting and remediating outstanding vulnerabilities
• Giving basic training to new users or customers in using their PCs
• Determine software configurations that achieve a high level of security for systems and applications
• Installing and configuring new equipment and upgrading existing systems
• Support for periodic key business activities and procurement of required IT equipment.
• Ownership and overseeing of the ticket management processes and quality across the whole of IT, suggesting and making pro-active improvements to increase the quality of service provided.
• Managed business communications for high priority incidents and change implementations.
• Fujitsu certified imaging professional ScanSnap.
It support, Training, Management, Procurement, Service, It, Security, Support, Software, Office, Processes, Basic
2011 - 2015
job
Senior Sales Assistant
unknown.
• Reviewing sales performance
• Negotiating contracts and packages
• Aiming to achieve monthly or annual targets
• Exceptional customer service and sales skills
• Greet and welcome guests as soon as they arrive
• Negotiating contracts and packages
• Aiming to achieve monthly or annual targets
• Exceptional customer service and sales skills
• Greet and welcome guests as soon as they arrive
Customer service, Sales, Service, Contracts, Contracts
2011 - 2011
job
Conference and Events Assistant
University of Edinburgh.
2010 - 2011
job
Conference and Events Assistant
Park Plaza.
My education
2013
-
2015
Heriot Watt University
MSc, International Business Management
MSc, International Business Management
2003
-
2009
Mansoura University
BSc, Business/Commerce
BSc, Business/Commerce
2000
-
2003
Mansoura High School
N/a, Economics, French and English
N/a, Economics, French and English
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