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Customer Service Sales

Redmond, WA
June 18, 2019

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Sameh Nashed

**** ******* **, ******* ** *****

951-***-**** •


Service Engineer with over 8 years of supply chain (Demand Planning and Logistics) and project management experience. Strong team player and a high achiever with ability to work with competing priorities, Negotiation Skills, System Analysis, Information System Planning, Excellent communication, and customer service skills with ability to interact well with customers from multiple diversities.

Technical Skills

Good knowledge of Source depot, GIT and Active directory.

Having Azure knowledge.

Proficient in Report and Risk Analysis.

Measure Implementation – Defining and implementing measures showing the efficiency of a service.

Familiar with Programing Languages: PowerShell and batch script.

Power BI – Generating reports using Power BI with insight into the metrics of the Auto-Recovery Tools used by the WDG Build Services team.

SQL – Familiar with SQL to the point where I can understand and leverage a data structure to extract and display the relevant metrics.

Proficient in Office 365, Microsoft Office Suite, and VSO.

Strong troubleshooting skills for hardware, software, and configuration management.

Detail oriented, self-critical, clear communication, ability to handle multiple tasks.

Strong team player and a high achiever with ability to work with competing priorities.

Excellent command of both written and spoken English and Arabic (native language).


Microsoft (Pactera Technologies) Redmond, WA USA

Service Engineer. WDG Build Services” WINDOWS” July 2015 – Present

Monitoring and troubleshooting of daily running builds.

Administration and support of the team’s infrastructure and software services.

Monitoring and troubleshooting TVS (Time build Verification System) Builds.

Responsible for maintaining and updating the build break automated recovery Framework service (ARF), by creating fingerprints (Unique Identifiers) for new bugs, which allows for accurate impact tracking of each bug, rapid fixing of high impact bugs, as well as significant time savings in terms of over 1400 machine hours, and over 3400 human hours saved over a 6-month period.

Create and maintain documentation of the build system and Build break automated recovery service.

Create Reports using SQL and Power BI, by using pivot tables to accurately determine progress and health of the build break automated recovery service

Managed Services - contributed in the establishment of a managed service within WDG Build Services team.

Partnered with developers across the WDG organization helping them move and apply fixes to the affected builds.

Onboarding new branches and handle the integration process.

Update and adding the internal WIKI and FAQs.

Development of build and packaging automation and tools.

Interacting and communicating with our partner teams to fix failing builds.

Microsoft (HCL America) Redmond, WA USA

IOT Sustain Build Engineer Feb 2016 – July 2016

Design and implement tools to support and improve the process.

Assist with providing up to date and accurate documentation on the SCM environment and process automation tools, ensuring adequate education of newcomers.

Onboarding new branches and handle the integration process.

Fixing Code Errors.

Monitoring Binshop Jobs and Auto Detect of our builds.

Create Submissions on SCArchives with Automation and manually Methods.

Jackson Food Stores (Shell Gas Station). Mill Creek, WA USA

Assistant Manager & Customer Service Representative Jan 2014 – May 2015

Suggest possible purchases to the customer and promote store specials.

Ensures proper sanitation and food handling/prep/storage/disposal procedures are followed.

Maintain interior/exterior cleanliness and supply stock of carwash, where applicable; keeping store outs to a minimum.

Restock shelving, displays, and coolers as needed; transferring of product keeping store outs to a minimum.

Helps in the training of new employees.

Effectively managing foodservice and beverage programs to ensure maximization of sales and minimizing loss.

Prepare cashier checkout and report accurately and according to policy.

Unilever Food Solutions Middle East

Sales Operation Manager - Customer Service Leader Dec 2003 – March 2013

Manage customer service representatives to increase capacity and serve company targets (to increase customer/distributor satisfaction level).

Manage and implementing CCFOT “Customer Case Fill On Time” to increase customer satisfaction and excellence.

Create monthly reports and achievements for Unilever sales executives. Analyze data of sales and finding gaps.

Analyze sales data and finding gaps.

Prepare monthly forecast sheets and demand report.

Coordinates sales forecasting, planning, and budgeting processes used within the sales organization. Proactively monitors and strives to maintain high levels of quality, accuracy, and process consistency in the sales organization’s planning efforts.

Manage transportation operation cycle from our warehouses to the customers warehouse and ensure safety and product quality.

As needed coordinates planning activities with other functions and stakeholders within the firm.

Supports the equitable assignment of sales force quotas and ensures quotas are optimally allocated to all sales channels and resources.

Builds peer support and strong internal-company relationships with other key management personnel.

Escalate and communicate risks in the production plan and work to mitigate and resolve issues.

Takes the lead on improvement plans/ideas with the support of the team, implements and executes.

Working closely with the procurement and Order Manager / sales to ensure there is alignment in the production schedule and customer need.

Managing warehouse inventory levels, optimize stock capacity/capabilities also handling In and Out products.

Ensure SAP is loaded with adequate capacity, perform capacity roll-over tasks and keep a rolling 12-month schedule capacity plan in SAP.

Meets regularly with Demand Planner and Factory Manager to discuss key AOS (Assurance of Supply) and inventory issues.

Leads the monthly S&OP process for the business/product portfolio and serves as the key contact between Sales team and operations.


Bachelor’s Degree in computer Analysis (Information System)

Graduated from "The Higher Institute for Technology”, Information System Section 2001,

Cairo, Egypt


Software: Excellent (Maintenance + user)

Operating Systems: All varieties of windows OS, Apple IOS, Linux

Hardware: Troubleshoot and fixing software and hardware issues on desktops, Routing and Networking infrastructure.

Network Administrator Track (NAT) IBM certified

(Network fundamentals, Windows2000 Management, ISA server Management and Network administration skills.)


Negotiation Skills, System Analysis, Information System Planning.

Principles of leadership Confident and assertive.

Excellent communication and customer service skills with ability to interact well with customers.

Proficient in Arabic and English Language.

Project management.

Time management.

Exceptional organizational and analytical skills, attention to detail.

Focus on tasks and deliverables.

Global Privacy and Data Protection Training.

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