Position: Customer/technical support specialist
Category: Product Manager
English level: fluent
Years of experience: 11


•	From 2008 – Present: NetPharma (Operations Supervisor)

o	Responsible for launching a new project “PharmaWorks” (pharmacy ERP, a modern fully integrated pharmacy management software that provides accounting, sales, stock, and patient management…), aiming at developing, determining the demand and services needed by the pharmacists and identifying potential customers.
o	Investigate and supply analysis to fix application/configuration issues.
o	Creating and maintenance integration processes with new customers. 
o	Support customer during the “go live” process.
o	Respond to customer inquiries relating to information, product functionalities, and issues.
o	Oversee product development and monitor trends that indicate the need for new features & services.
o	Providing customer/Technical support to improve sales revenue for netpharma's software (HeliumPro/PharmaWorks/PharmaCycle).
o	Ensure timely and efficient introduction and deployment of new software upgrades.
o	Sort, prioritize, track and route issues/tickets.
o	Troubleshooting windows OS.
o	Install, configure, troubleshoot and maintain all office software and hardware (printers, wifi systems, screens, …)

•	From November 2001 – 2008:

NetPharma « (Account & Technical Manager) on:
1.	Ace’s Software: Finance & Stock Management Program for pharmacies  
2.	PharmaCycle Software+ Analysis: Modern and cloud based application, created to direct order placement/settlement between pharmacies and suppliers, real time and secure access to catalogue(in/out of stock, offers,…), orders completed and pending.
3.	HeliumPro Software+ Analysis: Point of sale, patient information, advanced reporting, stock control, accounting, pharmacy user administration
4.	Programming on visual basic 6.0 for HeliumPro Software (from 01-06-05 till 01-06-06 and from 01-01-10 till 01-06-10 on .NET)
5.	Adding queries and creating views in SQL server.

•	From June 2003 – 2014:

Working in a pharmacy (Naccache) from 6:00pm till 9:00pm (Stock Management, invoicing, SSN, Sales …etc.)

•	From June till November 2001:

TCS “Teletrade Computer Systems” (Assembling computers + fixing hardware problems and troubleshooting)
 TCS “Teletrade Computer Systems” (Formatting and installing Windows & installation and configuration of many computer peripherals such as printers, scanners, internet cameras, TV-tuners……)