Mohamed El Aouad is a senior technical implementation specialist with over 15 years of experience in information technology. He has expertise in relationship management, processes and procedures development, product rollout and support, and escalation resolution. El Aouad holds a Master's degree in Information Systems Engineering and Management and has worked for Wells Fargo Merchant Services since 2011, where he provides support to over 40 sales representatives. Prior to that, he worked at First Data as a product solutions analyst and support team lead.

1. MOHAMED EL AOUAD
`MASTER OF SCIENCE
37 SE 4th
Ter  Dania Beach, FL 33004
Mobile: (954) 789-4901  mohamedelwood@hotmail.com
SENIOR TECHNICAL IMPLEMENTATION SPECIALIST
Respected professional with distinguished IT career providing team leadership, processes & procedures re-
engineering, sales support, and customer relationship management to organizations. Combines multilingual
capability (Arabic, Spanish, French) with strong technicalqualifications to deliver best-in-class customer service.
Analytical problem-solver; strength in implementing complex payment processing solutions and process/service
improvements to increase efficiency and capability throughout organizations. Core competencies include:
 Relationship Management  Processes & Procedures Development
 Product Rollout & Support  Escalation Resolution
 Ethernet/LAN Troubleshooting  Cabling Infrastructure
 Sales Engineering Support Structure  Helpdesk Lead
 Problem Analysis & Resolution
 Advanced Information Security and
Tools
 Relational & Object Oriented Database
Design
PROFESSIONAL EXPERIENCE
Senior Field Service Consultant
Wells Fargo Merchant Services, Fort Lauderdale, FL (2011 to Present)
Recruited and given overall responsibility to support the Florida Sales Region, consisting of 40+ Outside Sales Reps.
Responsible for pre-and post-implementation support for new merchant card processing accounts. Install credit card
processing hardware and software, and train clients on all aspects of payment card processing, including sales,
reconciliation, and chargeback management/reporting.
Accountable for maintaining internal team knowledgebase and mentoring junior team members.
Selected accomplishments:
 Recognized as a Senior Consultant by internal business partners, customers, and vendors to identify and
ensure appropriate design of solution and resolution of issues.
 Evaluated trial/beta products, and developed support protocoland service level agreements.
 Average of 13 new account installations/trainings per week in 2014
 Ecommerce Compliance and Web developing Interface
Product Solutions Analyst / Support Team Lead
First Data, Hagerstown, MD (2002 to 2011). Core Competence Include :
 Provide best solution for telecom and credit card Processing hardware and software
 Troubleshoot Networking and Communication problems
 Designed, developed, and implemented IPN devices on DSL, Cable Modem, T1/T3.
 Install / program Wireless equipment thru Apriva (AT&T,Tmobile) carrier system.
 Network Advisor
 Help Desk
 Maintain & supervise transactions travelling from merchant devices to authorization center.
 Troubleshoot hardware & Software.

2.  Download last Technology on broadband Credit Card machines and troubleshoot them
 Program Broadband &Wireless Nurits 8020, FD400 GPRS PCi.
 WIFI equipment implementation
 Install/ Configure/ troubleshoot variety of software application and their communication issues
 POS Terminal Help Desk
 Worked on project team from bankers and sales reps to guide IT solutions.
 Team Lead and Floor Walker in PC Tech department, level 2 relationship management.
 Reset User ACCOUNT
 Ethernet, RAS, cat5 patching, RJ11/RJ45, VPN

Selected accomplishments:
 First data Code of Conduct Course
 Code of Conduct and Diversity
 Anti Trust and Banking Compliance
 Diversity Code and work ethics
 Information Security PCI DSS
Machine Operator
World Kitchen, Greencastle, PA (1998 to 2000)
Competence includes :
Shrink Film Operations and Industrial machine setup.
EDUCATION & CREDENTIALS
Master’s Degree, Information Systems Engineering and Management – Harrisburg University of Science and
Technology, 2012
Bachelor’s Degree, Information Systems Technology – Special Schoolof Informatics, Casablanca, Morocco, 1996
Associate’s Degree, Information Systems Technology – Penn State University, 2006
PROFESSIONAL EXPERIENCE
 Understanding How Analysis, Design and Implementation support the realization of a Project.
 Installing, Configuring, Programming, troubleshooting most common advanced terminal credit card machines (
Verifone, Lipman, FirstData, Hypercom…)
 Process owner in issues that concerns Account set up and deep technical issues.
 Assistance on a higher level to respond on calls coming from different Business functions.
 Programming Languages &Developing: C, C+, Pearl, Pascal, Java …
 DBMS: Relational & Object Oriented Design. SQL. Oracle 11g. Database Developing.
 Information Technology oriented.
 Networking: Routers Configuration. Cisco Switches. Hubs. Bridges. Cabling and patching.Troubleshooting
Communication issues.Network Security Setup. Design Network Structure before application.
 TCP/IP, DHCP, Static, IP subnetting,masking.
 Ethernet / LAN troubleshooting & configuration
 Operating System: Microsoft Windows ( Microsoft AX, XP, Vista, 7, 2003 Server), UNIX, LINUX (Red Hat)
 Basic knowledge in programming in Operating Systems.
 Internet Gateway setup for Ecommerce business.
 Microsoft Office
 Cabling Infrastructure, hardware ( Racks, WICs, Pacthing..)
 Cisco data switches

3.  Process ownership On Complexed Communication issues to resolution
 Install / Configure software applications ( MS pos,Icverify4.03, PCcharge7.6)
 Support WAN/LAN setup
 Network Mapping when configuring Multi clients communication setup
Ethernet, RAS, cat5 patching, RJ11/RJ45, VPN
 Router setup/ configurations (cisco routers) . Access list etc.
 Excellent Documentation and Remedy Logs
 Information Security Management ( Vulnerability Assessment , Nessus , Nmap, retina, etc..)
 WLAN and Ethernet Troubleshooting
 Relationship management
 Strong Communication skills and client relationship ( both verbal and written)
BUSINESS COMPLIANCE &
CONTINUING EDUCATION
BSA Customer Identification Program and Customer Due Diligence 2015
BSA, AML, OFAC Awareness 2015
Code of Ethics 2015
Customizing Windows 7
Fair Credit Reporting Act 2015
Protecting Wells Fargo Information 2015

4. Reporting Suspected Financial Abuse 2015
Unfair, Deceptive, (or Abusive) Acts or Practices.
Self-Paced: Employee Performance Management 1: Identifying Employee Development Needs (Includes
Simulation)
Self-Paced: Advanced Security Implementation 2013
Self-Paced: Managing Conflicts 2015
ADDITIONAL LANGUAGES
French written and Spoken
Spanish written and Spoken
Arabic written and Spoken