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mahmoud abd el mohaimen

@mahmoudabdelmohaimen

Operations & Resolution Analyst at Vodafone International Services who developed a case platform for tracking workload and resolutions.

Egypt

Message

What I'm looking for

I'm available for remote work and comfortable working in international, cross-functional environments.

At Vodafone International Services – VOIS, I manage complex technical and operational cases through the resolution lifecycle, investigating case information and coordinating with internal teams to resolve blockers.

I developed a self-service case performance platform that brings active and completed technical cases into one searchable environment, with timelines, workload views, and SLA monitoring.

I also introduced automated validation and reporting workflows using Microsoft Power Automate and Excel Office Scripts (JavaScript), helping standardise operational outputs and reduce manual processing.

Experience

Work history, roles, and key accomplishments

Current

Technical Resolution Management (TRM) Analyst

Current

Vodafone International Services – VOIS

Apr 2024 - Present (2 years 6 months)

Manage complex technical and operational cases through the full resolution lifecycle, ensuring accurate validation, documentation, follow-up, escalation, and closure. Investigate case information across multiple internal systems to identify inconsistencies, missing information, technical issues, and potential operational risks.

Operations Issue Resolution Case Management Root Cause Analysis Escalation coordination SLA Management Data Validation Operational Reporting Excel Power Automate Excel Office Scripts JavaScript Process Improvement Stakeholder Management

Senior Second Level Support Advisor

Vodafone International Services – VOIS

Jan 2020 - Mar 2024 (4 years 2 months)

Provided second-level operational support for complex service, provisioning, and technical issues escalated from frontline teams. Investigated service failures, order delays, configuration issues, and process-related problems using system information, case history, and documented process steps.

Second Level Support Issue investigation Root Cause Analysis Escalation Management SLA Adherence Case Documentation Process Improvement Stakeholder Coordination

Senior International Customer Service Advisor

Vodafone International Services – VOIS

Jan 2019 - Dec 2020 (1 year 11 months)

Delivered customer support across multiple channels while maintaining professional communication, quality standards, and service expectations. Managed customer concerns and challenging interactions using structured problem-solving and conflict-resolution techniques.

Customer Service Communication Skills Conflict Resolution Problem Solving Product Knowledge Service quality