Hi, I’m
Mirna Hamed
Technical Support Professional
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines and KPI's. Enthusiastic team player ready to contribute to company success.
Overview
4
years of professional experience
4
years of post-secondary education
Work History
IBM
Technical Support Representative
06.2021 - Current
Job overview
- Managed high levels of call flow and responded to storage technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Provide remote troubleshooting and analysis and work with other support centers and business units to provide seamless problem resolution.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
IBM
University Relations Ambassador- Voluntary Work
06.2021 - Current
Job overview
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Managed time efficiently in order to complete all tasks within deadlines.
- Graded and evaluated student assignments, papers, and course work.
- Provided students with constructive, encouraging and corrective feedback.
- Demonstrated strong interpersonal and communication skills, resulting in clear subject matter discussion with students.
University Of Maribor
Project Leader - CAD Designer Internship
06.2019 - 09.2019
Job overview
- Designed a self-learning inverted pendulum using AutoCAD and 3D printed it
- Collaborated with team members to develop, identify and accomplish assigned goals and objectives
- Defined responsibilities, duties, and roles of each team member
- Managed team meetings and discussed project's goals and objectives.
Education
Jönköping UniversitySweden
Master of Science from Engineering Management
08.2020 - 02.2022
Technical University of SofiaBulgaria
Bachelor of Science from Industrial Engineering
09.2016 - 08.2020
Lancaster UniversityUnited Kingdom
Exchange Program from Bachelor Thesis
03.2020 - 06.2020
Skills
Software diagnosis
Technical documents comprehension
Strategic thinking
Customer-focused
Training and mentoring
Conflict resolution
Accomplishments
- Shared my career journey in economy.bg, encouraging students and graduates to join IBM and pursue IT careers.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Completed intensive trainings in leadership and management, and agile/scrum methodologies.
Timeline
Technical Support Representative
IBM
06.2021 - Current
University Relations Ambassador- Voluntary Work
IBM
06.2021 - Current
Jönköping University
Master of Science from Engineering Management
08.2020 - 02.2022
Lancaster University
Exchange Program from Bachelor Thesis
03.2020 - 06.2020
Project Leader - CAD Designer Internship
University Of Maribor
06.2019 - 09.2019
Technical University of Sofia
Bachelor of Science from Industrial Engineering
09.2016 - 08.2020