Rami Issa

• Provided technical support for two major projects: Customs Brokerage Production and IT Orderline Service Desk
• Acted as a single point of contact for phone calls, chats, and emails from users regarding IT issues and queries.
• Recorded incident resolutions in the Help Desk tool based on user communication.
• Ensured issues were resolved within the ticket life cycle and coordinated between users and resolver groups.
• Handled incident escalation and managed multiple assignments simultaneously.
• Maintained adherence to procedures, policies, and guidelines.

Processing Outbound Calls to customers for updating/tracking missing information
Handle in-bound calls from customers and support them with information update
Data Entry with highest level of accuracy and quality
Updating customer information in the customer service database

• Taught English to third and fourth-year students at "Le Laureat" private primary school.
• Taught French to first and second-year students at "Carthage" private primary school.

• Contributed to the maintenance of heavy machinery and the machining of parts intended for power mounting.
• Gained practical experience in welding, sanding, and materials management.