mounir wassef

Results-driven IT Support Analyst, SAP Order to Cash leverages 5+ years technical experience and BS, Business
Information Systems to translate business requirements into detailed, functional specifications and processes. Creates
system documentation and configuration to support changing and new business needs. Demonstrates exceptional
professionalism in communication, attitude, and collaboration. Delivers business-led, technology-enabled solutions to
transform and enhance core transaction processing. Fosters first contact resolution to provide clients a positive
experience. Able to work remotely, relocate within OC and LA counties

SEGMATEK OUTSOURCE HUAWEI, CAIRO, EGYPT 08/2017 – 11/2021
APPLICATION SUPPORT ANALYST: Coordinated with clients to identify and resolve billing issues. Escalated system bugs and
issues to developers. Provided end-user support and troubleshooting in adherence to all policies and procedures.
Collaborated with stakeholders to develop and test scripts. Created on spot big data reports to translate customer,
employee, warehouse, and stock needs. Collaborated with business process owners to identify inefficiencies and
capitalize on opportunity. Interacted with all levels of organization, staff, and outside vendors.
KEY COMPETENCIES: ADAPTABILITY, BEST PRACTICES, WRITING, ADMINISTRATION, DOCUMENTATION, RESEARCH, WORKFLOW
Fortified BSS ticketing system with development of SOPs
• Reviewed call trends to identify most common issues
• Met with leadership to cross-reference issues and collect feedback
• Created document to itemize tasks, processes, and procedures
Ensured seamless product releases with results-driven technical support
• Identified new issues to escalate to team leadership
• Worked with development team to create actionable solutions
• Resolved bugs and issues to facilitate program release
Streamlined issue resolution with creation of alarms and notifications
• Developed alarm notification prompts to identify area issues and outages
• Authored queries to finalize and present project to leadership
• Liaised with deployment team to test issues prior to launch
Increased quality control by 80% with implementation of health checks system
• Located increase in escalation trends to define obstacle

Mounir Wassef PG 2
• Collaborated with team leader to plan testing schedule
• Implemented process improvements to boost efficiency
Improved error identification efficacy with utilization of middleware
• Recognized issue with error requests and responses between modules and from 3rd parties
• Alerted team leader and collaborated to generate error alarms
• Contributed to identification of global issues to resolve before incidents with vendors
Raised material transfer, stock-in efficiency by 90% with enterprise resource planning measures
• Initiated commands to generate automatic file updates for all inventory
• Ensured ERP stock-in functionality with random SQL queries to monitor
• Enabled large batch stock-in without reliance on human interface to alleviate delays
Trained, coached, and onboarded cross-functional staff on technical issues
• Explained workflow processes for resolving issues, accessing logs and data, and escalating priority incidents
• Introduced SOPs and documentation in collaboration with leadership for Zoom meetings with new staff
• Provided subject matter expertise through training for shift workers and newcomers
MACY'S USA PASADENA 01/02/2023 - PRESENT
BACK OF THE HOUSE, FRONT OF THE HOUSE: Check inventory and rearrange inventory , help customers in finding there right
goods, sales and make sure of customer satisfaction

MTI UNIVERSITY, CAIRO, EGYPT
BACHELOR OF SCIENCE – BUSINESS INFORMATION SYSTEMS