Open to opportunities

Marwan Hussein

@marwanhussein

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Service Desk & CX specialist building troubleshooting automation with BMC Remedy and Genesys experience.

Egypt

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What I'm looking for

I’m looking for a role where I can turn complex support cases into automated troubleshooting systems, own end-to-end customer outcomes, and combine technical depth with calm, high-impact de-escalation to improve CSAT and retention.

Technically-driven CX Specialist with 3+ years of experience in global B2C tech markets. Expert in backend case management, Adyen payment logistics, and public brand protection (Trustpilot/social media). Built a custom decision-tree troubleshooting tool that cut team manual documentation time by 70%. Fully equipped with a high-performance remote PC setup; flexible and fully available for rotational shifts, nights, and weekends

Experience

Work history, roles, and key accomplishments

Current

Service Desk Advisor

Current

Vodafone Travel

Jul 2025 - Present (11 months)

Architected and deployed a custom digital troubleshooting interface using decision-tree logic to help peers resolve complex travel service issues. Built automated Excel-based reporting for real-time logs and reduced manual entry errors while supporting high-volume ticket queues.

Service Desk Support Decision Tree Workflow Automation Genesys Excel reporting Global Roaming Protocols Real Time Diagnostics Back Office Ticket Queues

International Account Advisor

Vodafone Ireland

Oct 2023 - Jul 2025 (1 year 9 months)

Analyzed consumer usage patterns to pitch high-value plans, consistently meeting retention and B2C lead conversion targets. Served as the go-to technical resource for peers, assisting with complex data retrieval and system navigation while maintaining strong client rapport.

Customer Retention Lead Conversion Technical Resource Navigation Genesys

Technical Support Representative

Ring (Amazon)

Aug 2022 - Oct 2023 (1 year 2 months)

Diagnosed hardware and software failures for smart home security (IoT) systems for US and UK markets, driving first-contact resolution. Documented recurring product issues using proprietary diagnostic tools to provide engineering feedback and improve customer experience outcomes.

Software Fault Isolation First Contact Resolutions Diagnostic Tool Usage Engineering Feedback Documentation

Education

Degrees, certifications, and relevant coursework

Cairo, Egypt (school not specified)

Bachelor of Science, Management Information Systems

2022 -

Activities and societies: Projects: Pathfinder | Lead Developer & Architect—built a custom digital troubleshooting interface using decision-tree logic, auto-generated Excel-formatted data logs, and designed a scalable decision-tree framework for mobile/travel eSIM and roaming issue resolution.

Pursuing a B.S. in Management Information Systems in Cairo, Egypt since 2022.