1. Ossama Kamal
Mob. 0109 1287 786
Email: ossamak1@outlook.com, ossamaknew@gmail.com
Professional Profile
I am an enthusiastic and professional quality assurance analyst, who enjoys being part of, as
well as leading, a successful and productive team. I am quick to grasp new ideas and
concepts, and to develop innovative and creative solutions to problems. I am able to work
well on my own initiative and can demonstrate the high levels of motivation required to meet
the tightest of deadlines. Even under significant pressure, I possess a strong ability to perform
effectively.
Objective
I am now looking to build on my extensive range of technical skills within a suitably
challenging role. I am keen to achieve further professional development.
Key Competencies
▪ Strong written and verbal communication skills as well as empathetic listening talents to
mediate and resolve conflicts.
▪ Creating and maintaining documentation of processes and IT issues (Hardware, Software,
network).
▪ Self-motivated, dependable and goal-oriented.
▪ Very well organized and skilled in techniques.
▪ Problem solving and analytical skills coupled with the ability to act in a timely manner.
Career Summary
2010-Present IBM Corporation, GBS “Global Business Services”, Cairo, Egypt
Performed different roles within IBM:
Quality Assurance Analyst, CTS “Consumer Technical Support” and BTS “Business Technical
Support” Mobily Account (Sep 2013-Present):
 Performing within the transition and transformation (T&T) phases of Consumer and
Business Technical Support.
 Support the client, which may include: identify problems related to operations or
performance, resolve problems, advise on potential resolutions and their implementation
and implement suggested resolutions to the satisfaction of the client.
 Monitor the team handled cases to ensure compliance with procedures and QA guidelines
and reporting the scores and outcome results in each monitoring series.
 Handling and swiftly resolving team members’ requests and inquiries and clarifying any
unclear issues in a professional and effective manner to reinforce the team experience.
 Create action plans for team members that are having difficulties in handling cases and
create training plans for the account’s newly hired resources.
 Create IMKD documents and QA guidelines.

2.  Receive and record incident related information, and using a variety of tools, techniques
and procedures, select appropriate actions to resolve problems, and communicate the
solution or action plan to the high management.
 Ensure Client requirements are fulfilled.
 Creating RCA as a part of problem solving and in order to provide effective solutions to
problematic situations.
 Applied varied analysis techniques to analyse the data and to create robust reports.
 Applied DPP Defect Prevention Plans in order to manage the account deliverables.
 Managed the inflow of cases and helped in reducing 60% of the inflow.
Senior Technical Support Specialist, Service Desk Support, Mobily Account (Dec 2012-Sep 2013):
 Participated in the transition and transformation (T&T) phases of a technical support
account.
 Executing transformation via collaborating and direct contact with the client.
 Advise and guide the team members to help end-users by using IBM technical resources
and tools to answer end-users' questions and respond to end-users' requirements.
 Implement IBM policies during the transformation process of new accounts that join GPS
Cairo.
 Ensure complete understanding and compliance with corporation processes and
guidelines and act with complete integrity in all business transactions.
 Deliver required training to the new team members in a timely manner.
 Understand and apply the concepts of knowledge transfer for improving knowledge-based
content. Influence team readiness to use knowledge management to build competitive
advantage.
 Participating in building an effective communication flow within the team and other
departments.
User Operations Analyst, Skype Account (Jul 2010-Dec 2012)
▪ Handling the inquiries of customers regarding all Skype services (Tech, Account
Verification, Account Security, Fraud).
▪ Experience with billing, payment issues related to Skype billing policy.
▪ Handling credit card issues including charges, refund and expiration.
▪ Handling wire transfer and Online Wallet issues through direct contact with financial
institutions.
▪ Fixing payments via Payment Service Providers’ consoles.
▪ Handling and swiftly resolving customer complaints in a professional and effective manner
to ensure a smooth and positive user experience.
▪ Discuss best practices and identify customer trends to enhance the support process.
▪ Maintain acceptable Quality Assurance results in each monitoring series.
▪ Follow-up on customer inquiries not immediately resolved.
Previous employment:
Tour Leader in Tourism Company ETS. (2009-2010).
Education:
BA in Tourism Services, Faculty of Tourism & Hotel Management, Helwan University. (2009).
KEY I.T. SKILLS

3. ▪ Excellent MS Office skills (Word, Excel, PowerPoint, Outlook).
▪ Ticketing tools (Maximo, Siebel, Remedy and Moxie).
▪ IBM tools (Lotus Notes, Symphony).
▪ IT ADMIN tools (MS Exchange, IDAM, Active Directory, Lync Console, Citrix).
▪ Linux Admin RHCL 6.0.
▪ Six Sigma: obtained Yellow Belt, preparing to get Green Belt.
▪ Intel Retail Edge Program Course.
Personal Details
Date of Birth: 17/05/87 Languages: Native Arabic, Fluent English, Good Polish
Nationality: Egyptian Health: Excellent; non-smoker
Interests & Activities
Currently include: Reading, Football & Travelling
References are Available on Request