Open to opportunities

Mohanad Bakr

@mohanadbakr

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Technical Support Team Lead delivering escalations, coaching, and customer satisfaction.

Egypt

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What I'm looking for

I’m looking for a Technical Support role where I can lead a team, own complex escalations, coach others, and improve workflows—using my Microsoft 365, Active Directory, and KPI-driven performance strengths to deliver great customer outcomes.

I’m a results-driven Technical Support professional with proven experience in technical support, coaching, escalations, and sales. I progressed from Technical Support Representative to Subject Matter Expert (SME) and Team Leader through consistent high performance.

I support native English-speaking customers by resolving complex technical issues and driving operational excellence. As an SME, I supported 20+ Technical Support Representatives, handled complex escalations, mentored agents, and monitored KPIs including CSAT, AHT, quality, and productivity.

Experience

Work history, roles, and key accomplishments

Team Leader – IT Technical Support

Sutherland

Nov 2025 - May 2026 (6 months)

Led IT technical support representatives to meet performance and quality goals for the Ellucian account. Monitored KPIs (CSAT, AHT, quality, productivity), conducted coaching, and served as the primary escalation point for complex customer issues.

Technical Support Team Leadership Coaching KPIs CSAT AHT Escalation Management Onboarding

SME – IT Technical Support

Sutherland

May 2025 - Nov 2025 (6 months)

Served as an IT Technical Support SME for the Ellucian account after being promoted for top performance. Supported 20+ technical support representatives, handled complex escalations, and supported Microsoft 365, Active Directory, Outlook, Remote Desktop, and ticketing systems.

Subject Matter Expertise Technical Mentoring Escalation Management Microsoft 365 Active Directory Outlook Ticketing Systems

Data Entry Operator

Homzmart

Feb 2023 - Aug 2023 (6 months)

Entered, updated, and maintained large volumes of product, inventory, and customer data using Microsoft Excel and internal systems. Reviewed and verified data accuracy and organized Excel spreadsheets to track inventory and operational reports.

Data Entry Data Verification Excel Document Management Confidentiality

Technical Support Representative

Sutherland

Provided technical support for the Ellucian account by resolving Microsoft 365, software, authentication, and account issues. Consistently exceeded KPIs, leading to promotion into the SME role.

Technical Support Microsoft 365 Software support Account Support KPIs

Sales Agent

AK Callers

Completed 200+ outbound calls daily to US homeowners, identifying motivated sellers and qualifying leads. Built rapport, coordinated follow-up calls with acquisitions specialists, and worked with Zillow and real estate lead platforms.

Outbound Calling Lead Qualification Real Estate Sales Lead Follow Up Lead Generation