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Overview Projects Experience Education Contact

BPO Production Lead · IT Support Engineer · Training Facilitator

Elia Yacoub

IT Support Engineer with 4+ years of experience across enterprise SaaS support, BPO team leadership, and international freelance operations. Combines hands-on troubleshooting across networking, OS-level debugging, and hardware repair with a track record of process improvement and client-facing communication across 40+ countries.

Navigate Cairo seemlessly without asking for the right microbus anymore. Sekka | سكة combines Metro, Buses, Microbuses in one Cairo Navigation app, with 2,000+ on the waitlist.

120%
Team Attainment
+40
Countries
5.0★
Fiverr · 96 Reviews
2K+
Sekka Waitlist
Cairo's multimodal transit app
Get in touch arrow_forward
Fiverr
"mannnnn this guy is amazing. I could've never figured this out by myself. im not that incompetent and have a decent amount of knowledge but everything this dude did looked like sorcery to me hahaha. I even asked for a couple extra stuff and he didn't mind and did research right away to get it done. then even helped me to configure everything and get everything settled and was very nice and polite throughout the whole process. this guy is underrated and overall just amazing. love it man! best experience ever, would love to stay in touch with you. you have some good knowledge right there!"
★★★★★
— sctmoolen · 🇳🇱 Netherlands
"HIGHLY RECOMMENDED!! I can't stress how professional and talented Elijah is. He is very patient and more than happy to answer all questions—even the no brained ones. I can't thank him enough."
★★★★★
— ovidmusic · 🇺🇸 United States
"I needed my Samsung phone rooted. Asked him if he could do it and he responded immediately. Same evening he remotely rooted my device. He was very serviceminded and helpful. Quick and efficient. I was a bit sceptical with team viewer and granting access to my pc through team viewer. As I never did it before. But He walked me through all the steps. Explaining everything properly. If you need a device rooted. He's the guy!"
★★★★★
— adontbelivit · 🇳🇴 Norway
"he was up all night just for me and helped me a lot. the previous guy was never able to get the point he did and finalized my root and had good patience and skill to go with it. honest he worth every dollar."
★★★★★
— emreetdhillon · 🇨🇦 Canada
"Working with Elia was a fantastic experience! Their communication was top-notch, and the delivered exceptional work ahead of schedule. I highly recommend his services and look forward to future collaborations!"
★★★★★
— eylonk · 🇮🇱 Israel
"Elia is amazing. I have rooted my phone lots of times in the past and was having issues doing it myself with my XZ1 Compact phone. Elia was able to find solutions to the problems I was facing and did a great job. Will absolutely use him again."
★★★★★
— zealousbryce · 🇺🇸 United States
"Eliaamir22 was fantastic to work with. We chose a specific time and they were very prompt. They were professional and mannered the whole time. Respecting my information and privacy while conducting remote assistance. They would stop and ask first which I appreciated."
★★★★★
— devdeque · 🇺🇸 United States
"he is very professional and very friendly... i will be defiantly back for more android related solution. it take some time because it was my card problem but it's ok works done thank you so much. see you soon my friend"
★★★★★
— pritambera546 · 🇮🇳 India (Repeat Client)
"This is the coolest guy on fiverr, really skilled with android roms, and very kind, patient, and professional!"
★★★★★
— breathinglabs · 🇮🇳 India (Repeat Client)
"This guy rocks! Does excessive research, makes best suggestions, triple checks things! Very friendly and clear in communication! Highly recommend!"
★★★★★
— breathinglabs · 🇮🇳 India (Repeat Client)
"Very fast service, helped me right away. Was very patient with me. Pleasure doing business with. Everything working perfect!!! Will bring phone number #2 this week for the same service. Thanks again! A+"
★★★★★
— cryptocanz3d · 🇺🇸 United States
"He is very friendly and helped me in the middle of the night to fix my broken phone. I really had the feeling that he know what he is talking about/ doing. Great Work - Keep Going"
★★★★★
— waveoflife · 🇦🇹 Austria
"Great service, our time zones were very different but we eventually worked out time to get it done. No complaints my phone is rooted now as promised"
★★★★★
— link5802 · 🇺🇸 United States
"Elijah was super helpful and made sure that everything was done to completion, despite some technical difficulties on my end. Highly recommend!"
★★★★★
— kginnell · 🇩🇪 Germany
"He made sure he was able to completely root my Oneplus 8T. We had a small hiccup but he was with me the whole time to fix all problems."
★★★★★
— kxatniss · 🇺🇸 United States
"Very responsive, knowledgeable, kind. Quick and easy steps guided by Elijah. would recommend his service 1000%"
★★★★★
— gabrielcasasjr · 🇺🇸 United States
"Literally outstanding did my root in amazing speed and guided me through thoroughly. 100% recommend"
★★★★★
— notlazy23 · 🇺🇸 United States (Repeat Client)
"My 2nd time buying from him. He gets the job done in a quick manner and helps u along the way"
★★★★★
— notlazy23 · 🇺🇸 United States (Repeat Client)
"This guy was super fast and super professional got my brand new device, routed and under 20 minutes"
★★★★★
— joflutes · 🇺🇸 United States
"Spoofed my Samsung 9+ Android10. Very fast, deep knowledge, can recommend! Hope we can work again together."
★★★★★
— virgin2005 · 🇩🇪 Germany
"Have rooted two devices through his work (once in 2022 and now 2024). 110% would recommend. Service is great!"
★★★★★
— biggfoott_ · 🇺🇸 United States (Repeat Client)
"Highly recommended. Can not express how grateful I am for the help."
★★★★★
— biggfoott_ · 🇺🇸 United States (Repeat Client)
"He rooted my oneplus 6t fast and easily. he knows what he's doing. thank you!"
★★★★★
— leobravo364 · 🇺🇸 United States
"Best in the business. Very knowledgeable. I worked with him about 4 times already and always delivered."
★★★★★
— johnkim953 · 🇺🇸 United States (Repeat Client)
"Very knowledgeable and patient to work with. Pleasure :)"
★★★★★
— johnkim953 · 🇺🇸 United States (Repeat Client)
"Patient and very knowledgeable. Highly recommend."
★★★★★
— johnkim953 · 🇺🇸 United States (Repeat Client)
"It is one of the best remote root and custom rom service for low price most time another company charge nearly $100 but this is really good"
★★★★★
— user56569692 · 🇺🇸 United States
"This guy spent literal hours working on my case. Great stuff."
★★★★★
— tree13 · 🇨🇦 Canada (Repeat Client)
"Competent and timely. Great stuff."
★★★★★
— tree13 · 🇨🇦 Canada (Repeat Client)
"He Is good and friendly, in few second find a way to help me and he make work really fast, call home! He Is the right man"
★★★★★
— mircozamperetti · 🇮🇹 Italy
"Fast and easy transaction! Will use again in the future!"
★★★★★
— thomasbenasco · 🇺🇸 United States (Repeat Client)
"Impressive knowledge of rooting android devices. Great communication."
★★★★★
— damienrs · 🇦🇺 Australia (Repeat Client)
"one of the best android services ive had. he was extremely nice and helpfull throughout the whole process"
★★★★★
— michaelquiles · 🇵🇷 Puerto Rico
"Great! todo perfecto"
★★★★★
— marianomonaco89 · 🇪🇸 Spain
"Very helpful, patient, and professional, would highly recommend"
★★★★★
— xpain23 · 🇺🇸 United States
"a very professional service with a competitive price. this is exactly what I was looking for."
★★★★★
— elsayedmokhtar · 🇦🇪 United Arab Emirates
"es hat wunderbar funktioniert. ein sehr kompetenter und netter Anbieter. gerne wieder."
★★★★★
— ertu53 · 🇩🇪 Germany
"Great job! had some problems with driver for PC, Elia has figured it out impressively! recommended!"
★★★★★
— oriyuno · 🇮🇱 Israel
"very quick and efficient knows exactly what he's doing. thank you"
★★★★★
— adambeach298 · 🇬🇧 United Kingdom
"Second time working with Elia, as always, top notch!"
★★★★★
— zyloo99 · 🇮🇪 Ireland (Repeat Client)
"One of best for anything to do about Android OS."
★★★★★
— zyloo99 · 🇮🇪 Ireland (Repeat Client)
"I can not say anything then thank you..was a great Service and did everything."
★★★★★
— casahd · 🇩🇪 Germany
"You're are my android Hero!"
★★★★★
— prandistep · 🇮🇹 Italy
"Very nice guy to speak with and gets the job done"
★★★★★
— raaafb · 🇬🇧 United Kingdom
"Very knowledgeable and fast communication. Would recommend"
★★★★★
— kasmolen123 · 🇳🇱 Netherlands
"Friendly, available and super committed, and best off all extremely patient, 100% would recommend!!"
★★★★★
— hct517 · 🇺🇸 United States
"Great work, Great Time I hope to work with him again great job. This is your guy if you need this kinda work done"
★★★★★
— rocketshipsoda · 🇺🇸 United States
"Elijah was extremely polite and Professional and Exceeded my expectations."
★★★★★
— thetrifecta · 🇺🇸 United States (Repeat Client)
"so helpfull and professional. highly recommended. thanks allot for ur time and work."
★★★★★
— s4qibmalik · 🇬🇧 United Kingdom
"great job, very professional, great communication. was a real pleasure working with"
★★★★★
— yzyco_ · 🇱🇹 Lithuania
"very professional and polite loved working with him"
★★★★★
— haggaz · 🇮🇱 Israel
"Super quick service. Professional and polite. Amazing quality!"
★★★★★
— agneswho · 🇬🇧 United Kingdom
"Fair price especially for how quickly he completed the job and very respectful"
★★★★★
— nelsongpg · 🇺🇸 United States (Repeat Client)
"Elijah was a great. True professional. Highly recommended."
★★★★★
— ray828 · 🇺🇸 United States
"awesome. quick and flexible with schedule."
★★★★★
— dean_ven · 🇺🇸 United States
"Definetly a high quality service :)"
★★★★★
— ramazancosgun · 🇩🇪 Germany
"Great and super fast service The guy knows what he is doing"
★★★★★
— ahmadsalem770 · 🇺🇸 United States
"Great to work with, very efficient and quick delivery"
★★★★★
— adversus · 🇬🇧 United Kingdom
"Very good job! I thought my phone was dead but he helped me fix it very fast!"
★★★★★
— nick_fat · 🇳🇱 Netherlands
"Seller was fast and did a great job"
★★★★★
— kalmantroy · 🇮🇱 Israel
"10/10 fast delivery!"
★★★★★
— jaankaroleva · 🇦🇺 Australia
"Perfect experience"
★★★★★
— danielblackw586 · 🇺🇸 United States
"Thank you for the upgrade. Fast and Easy!"
★★★★★
— letme9 · 🇺🇸 United States
"Really enjoyed my experience. Instructive and helpful. And fast!"
★★★★★
— tombruno_cymone · 🇺🇸 United States (Repeat Client)
"the best in his work, a professional 10/10, thank u very much"
★★★★★
— workserver · 🇨🇱 Chile (Repeat Client)
"fast and very professional, 10/10."
★★★★★
— workserver · 🇨🇱 Chile (Repeat Client)
"Well there was a spirit and dedication."
★★★★★
— marcuspoteris · 🇸🇰 Slovakia
"The best thing since sliced bread."
★★★★★
— killalt7 · 🇺🇸 United States (Repeat Client)
"Great service, he is super patient and diligent."
★★★★★
— killalt7 · 🇺🇸 United States (Repeat Client)
"Another job well done"
★★★★★
— killalt7 · 🇺🇸 United States (Repeat Client)
"Friendly and hard worker ! Many skills !"
★★★★★
— sorin198 · 🇬🇧 United Kingdom (Repeat Client)
"Nice people, great job"
★★★★★
— sorin198 · 🇬🇧 United Kingdom (Repeat Client)
"amazingggggg 100%"
★★★★★
— jamesryanpontin · 🇵🇭 Philippines
"Awesome and so patient with me"
★★★★★
— lukepdv · 🇦🇺 Australia
"Real professional !!!"
★★★★★
— marcelmannha789 · 🇨🇭 Switzerland
"very fast great communication"
★★★★★
— mfmoss · 🇺🇸 United States
"very good service and fast"
★★★★★
— anibal4287 · 🇵🇷 Puerto Rico
"awesome. quick and flexible with schedule."
★★★★★
— dean_ven · 🇺🇸 United States
View all 96 reviews →
LinkedIn
"I am pleased to recommend Elia Yacoub, who worked as a Team Leader under my direct supervision for a year. During this time, Elia consistently demonstrated strong leadership capabilities and a clear ability to drive performance improvements. One of his most notable achievements was successfully transforming team performance to a significantly higher level through effective coaching, structured follow-ups, and a strong results-oriented approach. He has a natural ability to engage and motivate his team, fostering a positive and productive work environment while maintaining a sharp focus on targets and quality standards. His problem-solving skills, ownership, and commitment to continuous improvement made a clear and measurable impact on overall team success. I am confident that Elia will bring the same level of dedication, professionalism, and performance excellence to any organization. I highly recommend him for any leadership or operations role."
Nada Elnoubi
Operations Manager · Sutherland Egypt
Nada was Elia's direct manager
"One of the most hardworking profile . Smart . Coachable . Dedicated"
Ahmed Magdy
Director of Operations · Sutherland
Director of reporting line
"I highly recommend Elia for any leadership role. He is one of the best leaders I've worked with supportive, knowledgeable, and truly talented, with strong experience in leading teams and delivering results."
Habiba Almalky
Tech Support Agent · Sutherland
Habiba was reporting to Elia
"Elia is a rare breed of leader who pairs deep technical expertise with a visionary approach to operations. He is a true tech geek at heart, always seeking out the most innovative tools and methodologies to streamline our workflows. Whether it was troubleshooting a complex system issue or implementing a new strategy, his ability to stay ahead of the curve kept our team competitive and agile. He doesn't just manage, he builds."
Eslam Ahmed
Operations Manager · Sutherland Global
Eslam was senior to Elia
"Elia is a strong leader who focuses on people just as much as projects. During our time working together, I was impressed by his ability to stay calm and strategic under pressure. He has a great talent for recognizing what each team member does best and helping them succeed. He is a true leader who leads by example and with high integrity. Any organization would benefit from his leadership and operational expertise."
Nayera Mohamed
Lead Customer Experience · Quality Analyst · Sutherland Global
Nayera was senior to Elia
"Highly recommended, Elia is a very hardworking, talented, and tech savvy. He has strong leadership skills, that allowed his team members to thrive and discover their own skills and improve as well."
Rana Madyn
Lead · New Hire Training · Sutherland
Peer Trainer
"Elia was my go-to support when I was an agent, and he always came through. He's a genuine leader who makes the people around him better. Highly recommend!"
Mohamed Mandor
Senior Talent Acquisition Specialist
Elia was senior to Mohamed
"I highly recommend Elia for his professionalism, dedication, and strong expertise in leadership. He is reliable, easy to work with, and consistently deliver high-quality results."
Dalila Ehab
Technical Training Facilitator
Peer Trainer
"I highly recommend elia, great team leader I learned from him a lot of things, He is very knowledgeable and supportive"
Eyad Tamer
Tech Support Agent
Eyad was reporting to Elia
"Hghily Recommended leader and Support, Getting him in any new lunched project can help it to grow, I recommend him as the best support and Operation manger can get to manage people up to 40 People at the same time, Hight tichnincal background including AI agents, Manging the Data Sheets and Data driven, also working under hight presuer, Overall best team lead and tech assist from Elia."
Abdelrahman Eissa
Lead · New Hire Training
Elia was senior to Abdelrahman
View all 10 recommendations →

Latest Projects

Flagship · Multimodal · 2026
🚇
Sekka | سكة
Cairo has no app that combines Metro, Bus and Microbus into one route. Sekka fixes that — 573+ routes, 84 stations, 27 microbus hubs, custom Dijkstra engine.
Flutter Dart Firebase Dijkstra
Graph851 nodes · 17,274 edges
Routes573+ bus · 27 microbus hubs · 84 metro stations
Routing modesFastest · Cheapest · Fewest Transfers
GradeB.Sc. Graduation Project · Grade A
Active Waiting List: 2,000+ open_in_new
Local AI · Autonomous Agent · 2025
🦞
Jack — OpenClaw Local LLM Agent
Fully local autonomous AI agent. Gemma 4 E4B on RTX 4060, OpenClaw framework, Fedora OS, Telegram interface. No API keys, no cloud, no cost.
OpenClaw Gemma 4 E4B Fedora Telegram Integration
HardwareRTX 4060 · 16GB DDR4
Inference100% local — never leaves machine
System accessFiles · Email · Code · Spreadsheets
Cost$0 — zero API, zero cloud
Zero Cloud · Zero Cost open_in_new
Systems · Optimization · 2024
💻
macOS Ventura · HP EliteBook
Production-grade Hackintosh build with patched ACPI and optimized power management.
OpenCore ACPI macOS HP EliteBook
Power stateFully Working macOS on HP
GraphicsFirst macOS with Touchscreen
BootOpenCore — ACPI SSDT injected
StatusDaily driver — stable since launch
Stable Since Rel. open_in_new
Multi-Agent · AI System · 2026
⚡
Zatona — Hermes Local LLM Agent
Multi-agent AI system on Hermes framework. Qwen3-Coder primary with 3-model fallback chain via OpenRouter. Local SearXNG web search. Zero recurring cost.
Qwen3-Coder OpenRouter SearXNG Hermes Framework Ubuntu Sandbox
Primary modelQwen3-Coder (free tier)
Fallback chainGemma 4 31B · Nemotron 120B · GLM 4.5
Web searchSearXNG — local, unlimited, $0
Smart routing<160 chars → GLM to preserve quota
Production Ready open_in_new
Chrome Extension · Automation · 2026
🔔
HelpDesk Telegram Notifier
Chrome extension that monitors HelpDesk for unanswered tickets and fires real-time Telegram + email alerts. Built to solve a real SLA problem during L1 support shifts.
JavaScript Chrome Extension Telegram Bot EmailJS API
TriggerDOM polling every 2s — zero missed tickets
AlertsTelegram + Email — dual channel, 55s cooldown
Persistencechrome.storage.local — survives page refresh
99% SLA compliance open_in_new
Hackintosh · AMD · Nvidia · 2023
🖥️
macOS Big Sur · Ryzen + GTX 760
macOS Big Sur on AMD Ryzen 3 1200 + GTX 760 (Kepler). Custom AMD kernel patches, OpenCore bootloader, USB mapping. Big Sur is the ceiling for Kepler GPUs.
OpenCore AMD Ryzen GTX 760 Big Sur
CPUAMD Ryzen 3 1200 — custom kernel patches
GPUGTX 760 Kepler — native Big Sur support
CeilingBig Sur max — Kepler dropped in Monterey
StatusBoot · GPU · USB · Audio — all working
Stable Build open_in_new
Hackintosh · Intel · Laptop · 2022
💻
macOS Catalina · HP ay070ne
macOS Catalina on HP ay070ne with Intel i3 6th gen (Skylake). Full graphics, audio, trackpad, battery, sleep/wake — all working. WiFi resolved via USB adapter.
OpenCore Intel Skylake Catalina HP Laptop
CPUIntel Core i3 6th Gen (Skylake)
GPUIntel HD 520 — full acceleration
WorkingGraphics · Audio · Trackpad · Battery · Sleep
WiFi fixUSB adapter — plug and play, no kexts
Stable Build open_in_new

Experience

IT Support Engineer
Syrve MENA · Remote, Dubai UAE
Apr 2026 — Present
  • Provide remote technical support across EMEA, installing and configuring Syrve POS software on Windows and macOS for hospitality clients.
  • Troubleshoot hardware, software, and network issues including printer connectivity via Ethernet and TCP/IP; customize client invoices through script editing and escalate bugs to the development team.
  • Manage IT support tickets and remote access sessions while delivering tailored solutions to clients across a globally distributed team.
SyrvePOS EMEAESC/POSTCP/IP
Team Leader, Service Delivery
Sutherland Egypt · Cairo
Aug 2025 — Apr 2026
  • Led technical support teams of 8–16 members, managing schedules, KPIs, and performance coaching while maintaining the lowest repeated call rate in the department for 5 consecutive months.
  • Conducted root cause analysis (RCA) to identify failure patterns and implement corrective workflows.
Team LeadershipKPIs CoachingBPO
Technical Training Facilitator
Sutherland Egypt · Cairo
Apr 2025 — Aug 2025
  • Delivered technical trainings on product troubleshooting, CRM systems, and escalation procedures.
  • Upskilled 12 underperforming agents to proficiency, achieving 120% performance attainment.
TrainingCRMEscalations
Escalation Desk & Floor Support (SME)
Sutherland Egypt · Cairo
May 2024 — Apr 2025
  • Selected to launch new line of business (AT&T Internet Air); provided real-time technical support to 80+ agents on the floor.
  • Identified and implemented 39+ process improvements to reduce repeated calls and optimize Average Handling Time.
  • Managed high-priority escalation calls for US Broadband & Wireless accounts.
SMEProcess ImprovementAT&T

Education

B.Sc. Computer Science
Arab Open University
UK-accredited via The Open University
Sep 2022 — Jun 2026
Graduation project: Sekka | سكة · Grade A GPA 3
IELTS — English Proficiency
British Council
International English Language Testing System
2023
Band Score: 6.5 · Upper Intermediate · CEFR B2

Contact

Email Me LinkedIn Fiverr