mohamed ragab Sayed Zakie

Delivered technical labs and practical sessions for Information Systems and Data Analytics courses. Mentored 100+ students in practical Python scripting and SQL database design while collaborating with faculty to refine projects and curricula.

Served as the primary escalation point for complex technical infrastructure support, isolating issues through in-depth technical log and system analysis. Managed troubleshooting documentation in the CRM/ticketing system to support eventual root-cause analysis.

Developed and delivered Power BI training curricula covering data connections, modeling with DAX, visualization, and Power BI service administration. Created tailored presentations, labs, and datasets while coaching teams to adopt data-driven decision-making.

Handled high volumes of incoming technical chats and phone escalations, identifying root causes to improve client satisfaction and retention. Resolved critical customer complaints and managed follow-ups through CRM/ticketing workflows, supporting 92%+ CSAT performance.

Diagnosed and resolved complex technical infrastructure issues by guiding global customers through step-by-step solutions via phone, email, and chat. Built trust with enterprise accounts and completed Amazon Momentum Academy tracks including Workflow Analyst, Quality Assurance, and Team Management.

Managed and maintained corporate network environments including TCP/IP, wireless configuration, and DNS to maximize technology uptime. Provided end-user hardware/software support (imaging, deployment, staging), and maintained a WordPress website plus internal CCTV configuration.

Grade: Very Good (GPA 3.1/4.0); Graduation project: Excellent

Earned a Bachelor's Degree in Computer Science and Information Technology with a major in Information Systems and a minor in Multimedia, graduating in June 2022 (Very Good; GPA 3.1/4.0). Completed an Excellent-grade graduation project: Fraud Detection System using data analytics and machine learning.