Experience

Mcsi

• IT Services and IT Consulting
• 1 - 100 Employee

• Service Operations Manager

  • Jun 2020 - Present



Intelligent Touch Corporation (Service and Maintenance Group)

• Technical Advisor/ Department Head

  • Aug 2019 - Apr 2020

  1. Plans, organizes, maintains, and manages the operations. 2. Supervises services skilled and technical/support staff field engineers. Hires, evaluates, trains, disciplines and recommends dismissal of staff as necessary.3.Develops, recommends, and administers policies, procedures, and processes in support of maintenance operations; implements and monitors compliance with approved policies, procedures, and processes.4.Participates in/on a variety of meetings, MANCOM, regarding services, programs, areas of opportunity.5. Analyzing problems, identifying alternative solutions, projecting consequences of proposed actions, and making recommendations in support of goals.6. Supervise and lead all maintenance processes and operations including Helpdesk operation, Workshop operation.7. Provide overall leadership for projects ( ATM Deployments for new machines, Site Survey and Activation).Establish a project plan , Track project progress and provide regular status reports during MANCOM,8. Escalate project issues and identify potential setbacks in a timely manner.9. To review and recommend new Ideas and changes to improve management process.10. Provided regular reports to the management with regards to on going projects.11. Provided end to end project management ( Initiating, Planning, executing, controlling and closing).



NCR Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• ATM Support Engineer

  • Mar 2009 - Feb 2017

  • Provide installation, maintenance and repairs on ATM/CDM/CCDM (second line maintenance) , POS (Point of Sale) equipment and SCO ( Self Check Out ) equipment at various locations within an assigned territory/region • Primary services include hardware maintenance, installation, network management, multi-vendor maintenance and software support • Providing continuity of customer operations and high levels of customer satisfaction , managing customer incidents as assigned , building working relationships with customers and develop informal communication channels with customer account at the local level .• Performing various customer Service Level Agreement (SLA) requirements and elevate or escalate issues when appropriate according to established procedures .• Representing NCR in a manner that reflects positively on the image and reputation of the company .• Performing periodic preventive maintenance routines on products and installs modifications to equipment .• Responding to a customer call, which will include problem identification, escalation and resolution of operating system software or hardware problems .• Verify that the site environment meets the requirements prior to installation or rollout; Install customer systems according to the installation plan, certify that the installation or setup of the product meets the customer's requirements..• Provide 2nd line maintenance repairs and servicing on NCR ATM, CDM, CPM machines at various sites.• Working with different kinds of NCR ATM, CDM, CPM and provide telephone support regarding ATM machines.• Constant contact with CIT and assisting them with hardware related problems.• Duties involve installation, maintenance, upgrades of ATM, CDM, CPM for all local and foreign banks in UAE.• Software Installation and configuration• Performed Pre-staging of new ATM and cash Deposit Machine in customer site.