Technical Support Customer Service
Resume:
Mohamed A. Mansour Mobile: +1-978-***-**** Email: *****************@*****.***
Mohamed
Mansour
Apartment 109, 2 Main St., Peabody, MA 01960, USA
*****************@*****.***
Mohamed Mansour
I am a dedicated professional with a versatile background spanning customer service, technical support, and IT engineering across diverse industries and international settings. With extensive experience as a Service Associate at Eastern Bank, I excel in account management, loan processing, and customer relationship building, consistently driving cross-selling opportunities. My financial acumen allows me to promote and sell financial products like annuities and insurance, aligning them with customers' financial objectives. I prioritize operational compliance and unwavering adherence to bank policies, ensuring regulatory compliance. In the technical realm, I have excelled as an IT Support Engineer, providing top- tier technical support for Microsoft applications, networks, and hardware/software troubleshooting. My comprehensive IT background also includes server design, configuration, and optimization, encompassing MS Exchange and IIS servers, as well as the implementation of robust backup and recovery solutions and RAID configurations. Adept in managing heterogeneous environments, I am poised to deliver excellence and contribute significantly to any organization's success. Proficient in English & Arabic. Experience
AUG. 2022 – PRESENT
Service Associate / Eastern Bank, Massachusetts- USA Customer Service Experience
Account Management: Initiate and manage the opening of deposit accounts for customers, ensuring accuracy and compliance with regulatory requirements.
Loan Application Processing: Skillfully prepare and process loan applications across diverse lending units, including mortgages, consumer loans, and small business loans; Efficiently facilitate the closing of loans, especially in the consumer lending segment.
Referral and Relationship Building: Actively identify opportunities and make referrals to other bank business lines and third-party partners, enhancing customer relationships and cross-selling opportunities; Proactively engage high-value customers through phone and in-person interactions to foster retention and portfolio growth.
Financial Product Sales (for licensed individuals): For licensed professionals, promote and sell annuities and/or insurance products, aligning offerings with customers' financial goals.
Compliance and Policy Adherence: Demonstrate rigorous adherence to operational compliance and bank policies, ensuring all activities are conducted within regulatory guidelines. Teller Responsibilities Experience
Customer Transactions: Expertly process deposits into customer accounts, which includes meticulous verification of cash and endorsements, providing customers with accurate receipts.
Check Handling: Efficiently handle cashing of checks for both customers and non-customers, consistently following bank policies and procedures.
Monetary Instruments: Diligently process and accurately record the sale of monetary instruments, such as official bank checks, in accordance with prescribed protocols.
Compliance and Reporting: Closely manage and file all government-mandated reports related to significant cash transactions and monetary instrument sales, ensuring full regulatory compliance. Service Associate & IT Engineer
Mohamed A. Mansour Mobile: +1-978-***-**** Email: *****************@*****.*** 2
Foreign Currency Transactions: Seamlessly process foreign currency purchases and sales, delivering exceptional service to customers engaging in international transactions.
Loan Payments and Advances: Skillfully manage various types of loan payments and credit card cash advances, offering customers a hassle-free experience.
Policy Adherence: Maintain strict adherence to all bank policies and procedures throughout all aspects of the role.
APR. 2019 – JUN. 2022
IT Support Engineer / Freelance, Beirut-Lebanon
Technical support for Microsoft business applications and operating systems
On-call network support for WAN and LAN connectivity, routers, firewalls, and security
Remote solution implementation and support
On-call troubleshooting of hardware/software issues, system configuration/setup, and product functionality, including fixes
Hardware and computer peripheral installation and maintenance
Computer setup, including configuration and software installation OCT. 2017 – APRIL. 2018
IT Business Analyst / American Anti-Piracy Association, Dubai-United Arab Emirates
Independently conducted online takedowns and monitored digital properties for infringements.
Collaborated with label clients (e.g., Hewlett-Packard, MBC, Trimble, Sony) to detect and shut down pirated programs, consistently meeting and surpassing targets.
Generated reports for infringing uploads and supervised, coordinated, and supported raids, investigations, and market surveys related to counterfeit products for Hewlett-Packard, Trimble, and Sony in the UAE.
Analyzed information and produced relevant investigation and raid reports.
Coordinated with local authorities, including Dubai Customs Control and the Ministry of Economics, for raid planning and execution.
Organized product identification training workshops for local enforcing authorities.
Tracked reports on the destruction and settlement of seized counterfeit items.
Contributed to the growth of a team of content protection specialists OCT. 2009 – AUG. 2017
IT Engineer / Amplex-Emirates L.L.C., Abu Dhabi- United Arab Emirates
Hardware Experience
Installed, maintained, and upgraded desktop workstations, laptops, and IT peripherals.
Troubleshot hardware issues and resolved conflicts.
Installed and configured networks, including cabling, switching, routing, and network protocols.
Managed company computer assets and related equipment.
Installed and tested telecommunication system networks. Software Experience
Conducted extensive training sessions for employees on Biometric System applications and the Information Technology Ticketing System.
Mohamed A. Mansour Mobile: +1-978-***-**** Email: *****************@*****.*** 3
Installed, configured, and optimized Windows-based OS, applications, and software.
Offered user support for MS Office and organization-specific applications.
Monitored Exchange server for uninterrupted user connectivity.
Administered Windows file servers, antivirus servers (ESET), MS Win2008/Win2003 servers, Exchange Mail Server, policies, and permissions.
Organized Windows Server Update Services (WSUS) for updates.
Designed, implemented, and maintained Active Directory Forests and Domains, managing user accounts, logon scripts, and network directory shares.
Maintained reports and documentation related to organizational IT needs and system performance.
Implemented computer and network usage policies and security measures.
Designed networks using TCP/IP, configured site replication, and administered computer machines and users using group policy objects.
Deployed software via Group Policy.
Monitored, optimized, and troubleshooted Active Directory.
Maintained databases using NTDSUTILS and performed System State Data backup and recovery using Recovery Tools.
Implemented RAID Configurations for data redundancy.
Administered printers in heterogeneous environments, including hp and Kyocera.
Planned, configured, and optimized DNS, DHCP, WINS, RRAS, VPN, NAT.
Deployed and administered IIS server within the Microsoft environment and managed MS- Exchange 2000 and 2003 in a multi-domain/Forest Environment.
Designed servers for backup and restore and effectively administered mail recipients and storage. Education
SEPT 2009
Bachelor of Science in Computers / University of
Allahabad, India
SEPT 2003
High School Diploma / Al Nahda Private School, Abu Dhabi- United Arab Emirates
Training
JUN 2020
Microsoft Azure / Web-Training, Beirut-Lebanon
FEB 2020
Windows Server 2016 / Web-Training,Beirut-Lebanon
Sept 2011
CISCO Certified Network Associate-CCNC-Training
Course / Al Khwarizmi Institute, Abu Dhabi- United Arab Emirates
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