Doaa Moustafa

DOAA MOUSTAFA Virtual Assistant | IT Specialist | Remote Operations Expert 📧 Email:-📞 Phone: (- 📍 Location: Sterling, VA, USA 🔗 LinkedIn: www.linkedin.com/in/doaa-moustafa- PROFESSIONAL SUMMARY Results-driven Virtual Assistant and IT Specialist with 10+ years of experience in remote technical support, client relationship management, and web development. Microsoft Certified Professional with expertise in managing multiple projects, providing exceptional customer service, and streamlining business operations. Proven track record of improving service delivery by 25% and achieving 98% customer satisfaction rates in global remote environments. CORE COMPETENCIES Administrative & Virtual Assistant Skills Executive Administrative Support & Project Coordination Client Relationship Management (CRM) & Account Management Data Entry, Database Management & Document Processing Email Management, Calendar Scheduling & Travel Coordination Customer Service & Technical Support (Multi-channel) Process Optimization, Documentation & Standard Operating Procedures Technical Proficiencies Programming Languages: C#, ASP.NET, ADO.NET, VB, XML, SQL Web Development: HTML, CSS, JavaScript, Web Design Office Suites: Microsoft Office Suite, Google Workspace Design Software: Adobe Photoshop, Adobe Creative Suite, FrontPage Database Management: SQL Server, Database Design, Database Optimization CRM Platforms: Various CRM Systems, Client Management Tools Project Management: Project Management Software, Trello, Asana Communication Tools: Slack, Microsoft Teams, Zoom, Skype, VoIP Systems Remote Work Excellence Cross-Cultural Communication & Time Zone Management Self-Directed Work Management & Independent Problem-Solving Digital Collaboration Tools & Virtual Team Coordination Confidentiality & Data Security Best Practices Multitasking & Priority Management in Remote Environments PROFESSIONAL EXPERIENCE Carrier Relations Manager Executive Carrier Relations, Golden Telecom | Remote | July 2012 - March 2013 Managed strategic partnerships with 15+ carrier companies, improving service delivery by 25% Coordinated cross-functional teams to resolve technical issues and optimize network performance Maintained detailed documentation and reporting systems for executive leadership Facilitated communication between internal teams and external partners across multiple time zones Streamlined communication processes, reducing response time by 30% Account Manager Talk Communications | Remote | February 2012 - May 2012 Managed portfolio of 50+ client accounts, maintaining 98% customer satisfaction rate Developed and implemented customer retention strategies, reducing churn by 15% Collaborated with technical teams to resolve service issues and improve customer experience Created comprehensive account reports and performance analytics for management review Provided dedicated administrative support to senior management team Technical Support Specialist VoIP Industry | Remote | October 2010 - October 2011 Provided tier-2 technical support to 100+ daily customers via multiple communication channels Achieved 95% first-call resolution rate for complex technical issues Collaborated with engineering teams to escalate and track critical system issues Maintained detailed customer interaction logs and contributed to knowledge base documentation Trained new team members on troubleshooting procedures and customer service protocols Systems Analyst Arab Academy for Science and Technology | Alexandria, Egypt | October 2007 - December 2008 Led web development project for Ministry of Communications, managing 4 interconnected websites Designed and implemented database solutions supporting 10,000+ user interactions Collaborated with stakeholders to gather requirements and deliver solutions on time and within budget Created comprehensive system documentation and user training materials Managed project timelines and coordinated with multiple departments Web Developer Arab Academy for Science and Technology | Alexandria, Egypt | December 2006 - June 2007 Completed intensive web development training program with focus on modern programming languages Developed proficiency in ASP.NET, C#, and database integration technologies Participated in team projects simulating real-world client requirements Collaborated with team members to deliver high-quality web solutions Web Designer Galaxy Soft Company | Alexandria, Egypt | October 2003 - April 2004 Designed and developed responsive websites using HTML, CSS, and Adobe Creative Suite Collaborated with clients to understand requirements and deliver custom design solutions Optimized websites for performance and user experience across multiple browsers Managed multiple client projects simultaneously while maintaining quality standards EDUCATION Bachelor of Science in Social Work Alexandria University | 1999 Diploma in Computer & Information Systems Sadat Academy | 2002 ICDL and Web Design Certification Arab Academy for Science and Technology | 2003 CERTIFICATIONS & TRAINING Microsoft Certified Professional (MCP) - Current Microsoft Certified Application Developer (MCAD) - Current Google Workspace Administrator - 2023 Project Management Fundamentals - 2022 Customer Service Excellence Certification - 2021 Data Privacy and Security Training - 2023 ADDITIONAL QUALIFICATIONS Languages: English (Professional Working Proficiency), Arabic (Native) Remote Work Experience: 5+ years managing international clients across different time zones Availability: Full-time remote work with flexible scheduling Security Clearance: Available upon request Equipment: Professional home office setup with reliable internet connection and backup systems KEY ACHIEVEMENTS ✅ 25% improvement in service delivery through process optimization ✅ 98% customer satisfaction rate maintained across multiple roles ✅ 40% reduction in email processing time through workflow improvements ✅ 15% decrease in client churn through proactive account management ✅ 95% first-call resolution rate for technical support issues ✅ 30% productivity increase through implementation of new operational processes References available upon request