Summary
Overview
Work History
Education
Skills
Certification
Languages
Hobbies and Interests
Timeline
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Ashraf Ahmed

Ashraf Ahmed

Summary

Results-driven IT Support and Customer Experience Specialist with 7+ years of proven success in delivering high-impact technical solutions and world-class customer service across global organizations. Expert in remote and onsite IT support, network infrastructure enhancement, and asset management, with hands-on experience using ServiceNow and remote desktop systems to optimize performance and reduce downtime. Adept at transforming technical challenges into seamless user experiences through advanced troubleshooting, strategic thinking, and clear communication in English, German, Arabic, and Polish (basic). Recognized for building strong client relationships, training cross-functional teams, and driving operational excellence that boosts customer retention, satisfaction, and business efficiency. Ready to leverage deep technical acumen and multilingual capabilities in fast-paced, tech-forward environments.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Onsite IT support technical

Nord ships group
12.2023 - 03.2025
  • Provided expert onsite technical support for hardware, software, and network issues, ensuring seamless daily operations and minimizing system downtime.
  • Led the deployment and configuration of IT infrastructure, including desktops, laptops, printers, and network equipment, across multiple departments.
  • Implemented a comprehensive IT asset management system, improving inventory accuracy and reducing loss through the integration of ServiceNow CMDB.
  • Diagnosed and resolved complex technical problems efficiently, maintaining a high first-time resolution rate and increasing end-user satisfaction.
  • Conducted system maintenance, upgrades, and patching in compliance with security protocols and operational standards.
  • Trained and supported end-users on new systems and tools, improving digital literacy and reducing support tickets.
  • Collaborated with cross-functional teams and vendors to ensure timely issue resolution and the successful rollout of new technologies.
  • Maintained detailed documentation of technical procedures, troubleshooting steps, and incident resolutions to ensure continuity and compliance.

Servies Disk (Remotely)

LINKS TECH
03.2022 - 10.2023
  • Delivered remote technical support to end-users across diverse systems and platforms, resolving hardware, software, and connectivity issues.
  • Utilized remote support tools to troubleshoot issues efficiently, reducing average resolution time and minimizing system downtime.
  • Designed and implemented a centralized remote desktop support system, improving response efficiency and reducing support time by [500]%.
  • Developed a secure remote access infrastructure, enabling remote work capabilities and enhancing system accessibility.
  • Built and maintained a remote sensing solution to monitor agricultural productivity, showcasing adaptability across technical domains.
  • Documented technical incidents, solutions, and support procedures to build a scalable knowledge base and improve team performance.
  • Provided ongoing technical guidance to users, improving digital literacy and reducing repeat support requests.
  • Collaborated with infrastructure and network teams to escalate critical issues and ensure timely resolution.

Customer Care Specialist with German & English

IKEA
11.2020 - 01.2022
  • Delivered multilingual support (German and English) via phone, email, and chat, resolving customer inquiries and complaints with a high first-contact resolution rate.
  • Collaborated with cross-functional teams including logistics, product, and IT departments to resolve customer issues promptly and efficiently.
  • Conducted market research and customer feedback analysis, contributing to the launch of high-demand products aligned with customer preferences.
  • Developed and managed an online customer support portal with automated FAQs and self-service tools, reducing support requests by [500]%.
  • Built strong client relationships, leading to increased customer loyalty and a measurable rise in repeat business.
  • Maintained detailed records of customer interactions using CRM systems, ensuring accurate tracking and continuous service improvement.
  • Delivered personalized service in compliance with IKEA’s customer-first values, consistently meeting or exceeding service KPIs.

Customer Care Specialist

Jaz groups
07.2018 - 01.2020
  • Delivered front-line customer service in a hospitality environment, handling inquiries, reservations, and complaint resolution with a focus on guest satisfaction.
  • Analyzed customer feedback to identify patterns and recommend improvements to service delivery, leading to a measurable increase in customer loyalty.
  • Assisted guests with technical issues and digital service platforms, reducing help desk escalations and enhancing overall experience.
  • Built strong guest relationships, resulting in increased positive reviews and repeat visits.
  • Collaborated with internal teams to resolve service gaps and ensure smooth guest journeys.

Customer Support

Egypt Air
02.2017 - 06.2018
  • Managed customer inquiries and complaints related to flight bookings, check-in, baggage, and general travel services with professionalism and accuracy.
  • Implemented customer service strategies that enhanced the overall passenger experience and improved service KPIs.
  • Trained and mentored new support staff in airline policies, reservation systems, and communication protocols.
  • Collaborated with operations and ground service teams to resolve travel disruptions and escalate time-sensitive issues.
  • Achieved consistent improvements in customer satisfaction scores through efficient, empathetic support.

Call center agent

Vodafone
02.2015 - 10.2016
  • Handled high volumes of inbound customer calls, resolving technical, billing, and service-related queries with a focus on first-call resolution.
  • Processed customer orders and service activations accurately, contributing to increased upselling and cross-selling success rates.
  • Collaborated with back-office and technical departments to resolve escalated cases and improve turnaround time.
  • Designed and launched a customer feedback survey that gathered actionable insights and drove improvements in service quality.
  • Maintained compliance with call quality standards and performance targets in a dynamic telecommunications environment.

Education

Bachelor - Information technology

Cairo University
01.2019

Skills

  • Tools& platforms
  • ServiceNow CMDB
  • Remote Desktop Tools
  • Client Relationship Management
  • CRM Systems
  • Microsoft 365 Suite
  • Power platform
  • Operating System Installation
  • Documentation and Reporting
  • Software ,hardware Installation and Support
  • Problem-Solving Skills
  • Ticketing Systems
  • VPN Setup, DNS, Linux
  • Network Configuration
  • Technical Troubleshooting
  • Remote Desktop Support
  • Time Management
  • Remote Support Capabilities
  • Active window's
  • Microsoft Windows
  • Mobile operating systems Android/iOS
  • Knowledge of Laptop / Desktop / Tablet issues

Certification

  • IT support - Google
  • 2023-06
  • CompTIA A+ - Google
  • 2022-11
  • CompTIA Network+ - Google
  • 2023-11

Languages

Arabic
English
German

Hobbies and Interests

Yoga, football, music, Traveling & Cultural Exchange, Learning New Technologies & IT Certifications

Timeline

Onsite IT support technical

Nord ships group
12.2023 - 03.2025

Servies Disk (Remotely)

LINKS TECH
03.2022 - 10.2023

Customer Care Specialist with German & English

IKEA
11.2020 - 01.2022

Customer Care Specialist

Jaz groups
07.2018 - 01.2020

Customer Support

Egypt Air
02.2017 - 06.2018

Call center agent

Vodafone
02.2015 - 10.2016

Bachelor - Information technology

Cairo University

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Ashraf Ahmed