Mona Elshamy

• Developed strategies for improving existing software quality assurance procedures and processes
• Actively participate in scrum team project planning
• Review product requirement, user specifications and technical design specification for testability
• Develop test strategy, test plan and test case for specific project
• Contributing to development and follow-up of test plans
• Developing, performing, and documenting test procedures to verify problem fixes
• Escalating critical issues to team
• Reporting and tracking for data quality
• Help identify root cause of issues found, assist development teams with troubleshooting issues
• Utilize current tools (Azure) for tracking bugs, requirements, and documentation
• Document QA knowledge and communicate them to internal teams when necessary
• Performed manual testing to identify potential issues with application functionality
• Worked closely with cross-functional teams including product management, engineering and operations during entire software development lifecycle
• Monitored production environment for any performance or stability issues after release of new software versions
• Provided training sessions on best practices related to ePOS
• Examined events in application log management and monitoring tool to identify root causes for failures.
• Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
• Designed, documented and executed test scenarios to identify software bugs.
• Wrote and maintained detailed internal documentation on developed systems.
• Created successful test scripts to manage automated feature testing,
• Perform integration, regression, and performance tests.
• Set up, configure, and maintain testing scripts in continuous integration setting.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Created and achieved product quality objectives and met product specifications.

• Ensure timely follow-ups with customers and business partners for any problems encountered or for specific application issues
• Provide solutions to given problems and document each issue encountered with detailed notes within ticket
• Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Consulted with sales personnel to answer customer questions with statistical analyses presented in easily digestible formats.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Analyzed issues to identify troubleshooting methods needed for quick remediation.
• Performed quality assurance and quality control assessments of support ticket fulfillment.
• Monitored systems in operation and quickly troubleshot errors.
• Offered remote support for cloud-based and web-based clients via phone, email and chat.
• Resolved issues with systems, hardware and telephones quickly and accurately.
• Troubleshooting all PC related issues on Windows 7, 8, 10 and on
• Mac OS Antivirus updates - installation / Malware / Pop-ups
• Software and hardware installations / updates
• Device manager
• Email setup
• Educating clients how to use their new system
• Printer and network troubleshooting (Router - Modem)
• Used ticketing systems to manage and process support actions and requests.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Translated complex technical issues into digestible language for non-technical users.
• Managed high levels of call flow and responded to technical support needs.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Responded promptly to incoming sales leads and requests for technical support.
• Researched product and issue resolution tactics to address customer concerns.
• Assisted with updating technical support best practices for use by team.
• Identified potential sales and cross-selling opportunities and informed supervisor.
• Created user accounts and assigned permissions.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Removed malware, ransomware, and other threats from laptops and desktop systems.

• Internal Desktop/Helpdesk Support – supported approximately 100 GRX employees inside company and 70 outside field reps
• Supported Microsoft software and hardware issues for GRX employees.
• Responsible for servicing, supporting and administrating Maximizer, for company's CRM software application.
• Responsible for servicing, supporting and administrating Sage Abra, company's HRMS software application.
• Created reports for different departments using Crystal Reports X1.
• Created users, groups, reset passwords via Active Directory Worked closely with SQL DBA Developers, Filepro developers, network administrators, customer service and sales support department.
• Trained users on usage of applications and reporting.
• Recovered lost CRM data via GRX syncing process and SQL database.
• Upgraded Maximizer into company's systems.
• Trained employees how to use new software programs.
• Implemented Sage ABRA/ERP, GRX's new HRMS and Payroll application.
• Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
• Involved in all testing procedures and wrote test cases and scenarios for development team.
• Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
• Installed, configured and provided ongoing configuration management for custom applications.
• Prepared in-depth reports for each project managed and updated documentation as changes occurred.
• Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.

•Recruited, trained and supported help desk technicians and representatives.

Supported Point of sale applications (POS), and Fujitsu Hardware

• • Lead team of 5 technicians – Mentored and assigned them tickets to follow up on.
• • Trained newly hired technicians and assisted them with technical questions and escalated calls.
• • Maintained client satisfaction by ensuring that response, updates and call resolution occurs within KWI's SLAs and objectives.
• • Took call ownership for all service requests assigned by Level 1 for resolution.
• • Followed up on team tickets/ Client web mails by providing detailed information within KWI's call tracking system (footprints) to ensure issue is sufficiently documented.
• • Exchanged knowledge with colleagues through such means as knowledge base
• • Worked with KWI clients and understood their needs to provide them with appropriate solutions.
• • Worked closely with KWI Client's accounting department in regards to missing transactions or unsettled batches.
• • Worked closely with KWI client's headquarters to update price files by building price files via UNIX server and reprocessed them to chain-wide stores.
• Notable Performance:
• • Consistently met or exceeded team and individual objectives related to client satisfaction, quality, and productivity.
• • Restored/Repaired Suspect databases/snapshots when system finds database errors. Retrieved lost customer data (CRM) by restoring customer database. Worked closely with development team when assigned to be point-of-contact.

• Designed and implemented fund reporting portals for world's largest asset management firms
• Refined and documented client's business requirements in client issued project portal
• Prepared for and coordinated client and internal meetings (Status
• Technical Reviews, Meeting Minutes preparation)
• Provided requirements insight to Engineering, Development, and
• Quality Assurance team members Consulted clients regarding new platform capabilities and how it could enhance end user usability
• Developed, maintained, and executed migration plan to Quality
• Assurance, User Acceptance Testing, and Live.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Created data models to support decision-making processes.
• Developed customized reports, summarizing and presenting data in visually appealing format.
• Provided technical support for troubleshooting analytics and reporting issues.

• Supported POS (point of sale) software applications and hardware devices.
• Provided second level technical support for various NSB/Epicor solutions including coaching, following up on defects, and reporting it to development team.
• Tested fixes and piloted it over to clients.
• Developed and maintained high level of expertise with these solutions and updated knowledge base with this knowledge.
• Took call ownership for all service requests assigned for resolution and maintained client satisfaction by ensuring that response, updates and call resolution occurred within team goals and objectives.
• Ensured that e-Service response and call resolution occurred within preset / predefined Support Goals and Objectives.
• Exchanged knowledge with colleagues through such means as formal training and peer to peer interaction and worked closely with other team members as part of cohesive group
• Reviewed customer call history and trending analysis so that timely quality service is provided to assigned customer base.
• • Provided timely response, updates and technical resolution to ensure client satisfaction is maintained at all times.
• • Responsible for proper call coding and call closure of technical service request created and maintained within call tracking system (Siebel).
• • Worked with NSB/Epicor clients, employees in retail stores, help desks to understand their needs and provide them with appropriate solutions.
• Installed and upgraded NSB/Epicor applications.
• Worked overtime until assigned ticket was resolved.
• Used remote access method (VPN) to access client's platform, research their software issue and try to resolve it within timely matter.
• Embraced technology and use it as means for ensuring personal growth and productivity.
• Worked from home and took on-call assignments.
• Assessed technical complexity of tickets to escalate to Tier 3 team.
• Dispatched field service technicians to correct issues requiring in-person technical assistance.
• Wrote and modified SQL queries to collect data for analytics, critical statistics and generate reports.
• Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
• Achievement: Call Center - Employee of the Month, July 2007