Kamal MOHAMED
Nice
Summary
Technical Support and Customer Success Specialist with a strong track record in troubleshooting complex technical issues and enhancing customer satisfaction. Demonstrated ability to lead cross-functional teams toward achieving key performance objectives while maintaining high levels of customer satisfaction. Proficient in supporting, deploying, and maintaining computer systems and network devices. Solid foundation in IT infrastructure and security, driving effective solutions and operational efficiency.
Overview
23
23
years of professional experience
Work History
Customer Success Manager/Technical Support Specialist
Resideo
12.2022 - Current
- Supported and managed Resideo Security panel management software, including RSI Frontel, SECOM TC2OE/DomoPC, and ProSeries/Alarmnet360.
- Ensured secure communication between security panels and management platform through deep understanding of system architecture.
- Monitored Key Performance Indicators (KPIs) to analyze logs and static data for potential security events.
- Responded promptly to customer inquiries across phone, chat, and CRM systems, implementing action plans for incident resolution.
- Validated compliance of hardware and software with security standards (SIA, APSAD, EN) to ensure best practices.
- Provided technical expertise to R&D, Sales, and Q&A teams, supporting secure product development and realistic customer expectations.
Digital Audio Video Support Project Manager
VOGO
04.2022 - 12.2022
- Supported secure deployment of audio-video solutions in high-pressure environments such as sports events and industrial sites.
- Collaborated with diverse hardware like radio communication terminals, audio converters, and WiFi cameras, addressing security and connectivity considerations for each device type.
- Addressed customer inquiries through multiple channels, resolving technical issues while adhering to data handling best practices.
- Provided action plans for secure installation, configuration, and maintenance of Vogo audio-video solutions, focusing on vulnerability patching.
- Managed on-site deployments and conducted user training on secure equipment operation and potential security risks.
- Created and updated documentation, procedures, and FAQs, integrating security guidelines for users and technical staff.
- Contributed technical feedback to departments such as R&D and Sales
Network IT and banking devices Analyst
Credit Agricole PCA
05.2021 - 11.2021
- Provided technical support and assistance to bank employees during the deployment of new software and hardware and oversaw the secure redeployment of computers and digital banking devices in renovated branches.
- Provided user support via various channels (email, chat, on-site), addressing technical issues while reinforcing secure computing practices and identifying potential security-related user errors.
- Performed hardware and software installations for IT, network, telephony, and specialized bank equipment, ensuring configurations adhered to security policies and standards for devices including PCs, printers, tablets, bank check scanners, and interactive reception stations within an Active Directory environment.
- Monitored and controlled IT systems and multi-service providers, with an implicit responsibility for observing system behavior for anomalies and ensuring provider activities aligned with the bank's security protocols.
Digital Cinema Support Engineer
Dolby
04.2011 - 02.2020
- Provided expert support to cinema integrators and exhibitors across Europe, Russia, Middle East, and India for secure digital cinema software deployment.
- Supported troubleshooting of D-cinema mastering software issues, including Key Delivery Messages and Digital Cinema Packages, ensuring compliance with digital rights management.
- Gained experience with Linux embedded servers, digital audio amplifiers, and wireless audio systems in secured network environments.
- Monitored Key Performance Indicators and conducted log analysis to identify potential issues within deployed cinema solutions.
- Developed action plans to address customer installation and maintenance issues while maintaining system integrity and customer satisfaction.
- Created documentation including procedures and FAQs, integrating security guidelines for hardware and software solutions.
Support and Deployment Manager
Autocab France
10.2007 - 07.2010
- Managed support and secure deployment of geolocated taxi fleet systems, ensuring reliable operation of critical dispatch infrastructure.
- Scheduled implementation of taxi fleet management solutions, integrating security considerations into project timelines.
- Oversaw internal and external stakeholders to ensure timely installations met quality and security protocols.
- Delivered training to users on secure system operation and handling of sensitive geolocation data.
- Conducted debugging, monitoring, and testing of software features to enhance system security and stability.
- Provided technical support to vendors, addressing system architecture and security during trade shows and customer visits.
Support and Deployment Computer Engineer
Expectra IT
10.2004 - 06.2007
- Supported diverse organizations, including AGF Marseille and APHM Marseille hospitals, to maintain operational integrity of IT systems amid evolving threats.
- Provided technical support for computer and network devices, identifying and resolving system and security-impacting issues.
- Administered Windows environments (NT4, 2000, XP) for workstations and servers, managing user accounts and permissions to enhance security posture.
- Managed network resources and infrastructure, ensuring understanding of network topology critical for security maintenance.
- Implemented backup and recovery procedures for user data, safeguarding availability and integrity during system failures.
- Assisted local technical managers in deployment projects, focusing on secure implementation of new systems within existing infrastructure.
Desktop and network operations technician
Orange Telecom
10.2002 - 09.2004
- Maintained, supported, and deployed computer, server, and network devices, ensuring secure configurations and timely patching throughout their lifecycle.
- Managed local infrastructure and network resources (splitters, network bays, routers, switches, servers), overseeing access controls and physical security of critical components.
- Provided remote and local assistance to system users, troubleshooting issues while identifying and addressing potential security concerns or user-reported anomalies.
Education
A-Level -
A.Artaud High School
MarseilleTwo years of university - science and technology for the engineers
St Jerome University
MarseilleHigher National Diploma (BTEC) - support and management of computer and IT network management
CESI
Aix-en ProvenceMicrosoft Windows 2000 server management certification -
Skills
Skills
- Customer Relationship Management
- Troubleshooting and problem-solving
- Customer Onboarding and Training
- Technical Support and Guidance, Complaint Resolution
- Ensuring Customer Expectations are Met
- Documentation and Operating Instructions (Creation and Implementation)
- Project Management and Coordination: Planning and overseeing projects and resources
- Network security control
Proficiency
- Advanced level in Operating Systems: Windows (Workstation and Server, Active Directory), Linux, Embedded Linux, and Embedded Systems
- Advance level in Networking: Ethernet, Token Ring, Wi-Fi, TCP/IP, DNS, DHCP, NAT, VPN, VoIP, SIP, Mobile Data, M2M, PTP, MQTT, TLS
- Basic level in security concepts: OpenVPN, IPsec, NAT, VLANs, firewall, user rights management, RSA key, token
- Basic level in Scripting and Languages: SQL, Batch (MS-DOS), Linux Bash, RegEx, SOAP WSDL, PowerShell - Basic
- Expert in Monitoring and Analysis: Equipment logs, fault statistics;
- Tools: Wireshark (basic level), Splunk (basic level), Notepad++ Regex (advanced level), PuTTY/MobaXterm (advanced level)
Hobbies and Interests
- Music
- Video games
- Sport running
Timeline
Customer Success Manager/Technical Support Specialist
Resideo
12.2022 - Current
Digital Audio Video Support Project Manager
VOGO
04.2022 - 12.2022
Network IT and banking devices Analyst
Credit Agricole PCA
05.2021 - 11.2021
Digital Cinema Support Engineer
Dolby
04.2011 - 02.2020
Support and Deployment Manager
Autocab France
10.2007 - 07.2010
Support and Deployment Computer Engineer
Expectra IT
10.2004 - 06.2007
Desktop and network operations technician
Orange Telecom
10.2002 - 09.2004
A-Level -
A.Artaud High School
Two years of university - science and technology for the engineers
St Jerome University
Higher National Diploma (BTEC) - support and management of computer and IT network management
CESI
Microsoft Windows 2000 server management certification -
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