Experience

Unified Microsystems

• United Arab Emirates
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Director

  • Nov 2022 - Present

  Dubai, United Arab Emirates As Technical Director, I play a pivotal role in shaping our technical strategy and ensuring the seamless delivery of managed IT services to our clients. My responsibilities include: Strategic Technology Leadership: Orchestrating the alignment of technology initiatives with business goals, enabling clients to thrive in a rapidly evolving digital landscape. Solution Architecture: Designing and implementing tailored IT solutions that optimize operational efficiency, enhance security,… Show more As Technical Director, I play a pivotal role in shaping our technical strategy and ensuring the seamless delivery of managed IT services to our clients. My responsibilities include: Strategic Technology Leadership: Orchestrating the alignment of technology initiatives with business goals, enabling clients to thrive in a rapidly evolving digital landscape. Solution Architecture: Designing and implementing tailored IT solutions that optimize operational efficiency, enhance security, and drive business growth. Team Empowerment: Building and mentoring a high-performing, cross-functional team across Dubai and the Philippines, fostering a culture of innovation and excellence. Client Collaboration: Collaborating closely with clients to understand their unique challenges and delivering customized technology roadmaps that address their specific needs. Cybersecurity Expertise: Advocating and implementing comprehensive cybersecurity measures to safeguard client data and assets in an increasingly complex threat landscape. Technology Innovation: Continuously evaluating emerging technologies and trends to drive innovation and deliver best-in-class services. I take pride in our ability to provide reliable and scalable IT services, enabling businesses to thrive in an ever-changing environment. It's a privilege to lead such a talented team and contribute to our clients' success.

• Technical Consultant

  • Jul 2019 - Nov 2022

  During my tenure as a Technical Consultant, I was responsible for providing strategic technology guidance and implementing tailored solutions to meet the diverse needs of our clients. Key highlights of my role included: Strategic Technology Leadership: Orchestrating the alignment of technology initiatives with business goals, enabling clients to thrive in a rapidly evolving digital landscape. Solution Architecture: Designing and implementing tailored IT solutions that optimize… Show more During my tenure as a Technical Consultant, I was responsible for providing strategic technology guidance and implementing tailored solutions to meet the diverse needs of our clients. Key highlights of my role included: Strategic Technology Leadership: Orchestrating the alignment of technology initiatives with business goals, enabling clients to thrive in a rapidly evolving digital landscape. Solution Architecture: Designing and implementing tailored IT solutions that optimize operational efficiency, enhance security, and drive business growth. Team Empowerment: Building and mentoring a high-performing, cross-functional team across Dubai and the Philippines, fostering a culture of innovation and excellence. Client Collaboration: Collaborating closely with clients to understand their unique challenges and delivering customized technology roadmaps that address their specific needs. Cybersecurity Expertise: Advocating and implementing comprehensive cybersecurity measures to safeguard client data and assets in an increasingly complex threat landscape. Technology Innovation: Continuously evaluating emerging technologies and trends to drive innovation and deliver best-in-class services. My experience as a Technical Consultant was invaluable in honing my skills and understanding the intricate nuances of our clients' businesses. It paved the way for my current role as Technical Director, where I continue to leverage this knowledge to drive strategic IT initiatives.

• Help Desk Manager

  • Oct 2012 - Jul 2019

  As the Helpdesk Manager, I played a pivotal role in ensuring the smooth operation of our client support services. My responsibilities included: Team Leadership: Led and mentored a dedicated team of support technicians, fostering a culture of excellence, accountability, and exceptional customer service. Service Desk Management: Overseeing the day-to-day operations of the service desk, ensuring prompt issue resolution, ticket management, and client satisfaction. Client… Show more As the Helpdesk Manager, I played a pivotal role in ensuring the smooth operation of our client support services. My responsibilities included: Team Leadership: Led and mentored a dedicated team of support technicians, fostering a culture of excellence, accountability, and exceptional customer service. Service Desk Management: Overseeing the day-to-day operations of the service desk, ensuring prompt issue resolution, ticket management, and client satisfaction. Client Relationship Management: Collaborated closely with clients to understand their IT support needs, priorities, and feedback, ensuring alignment with service delivery. Performance Optimization: Implemented process improvements and KPI tracking to enhance the efficiency and effectiveness of our helpdesk operations. Escalation Management: Managed and resolved escalated support issues, ensuring timely and effective resolution while maintaining high client satisfaction levels. Training and Development: Conducted ongoing training and skill development programs for the support team to stay current with technology and best practices. My experience as a Helpdesk Manager was instrumental in enhancing the overall quality of our support services and client relationships. It provided me with valuable insights into client needs and operational excellence, which I continue to leverage in my current role as Technical Director.



Wiley

• United States
• Book and Periodical Publishing
• 700 & Above Employee

• Customer Service Representative

  • Mar 2009 - Sep 2012

  Bognor Regis, England, United Kingdom As a Customer Service Representative, I held a pivotal role in managing relationships with three publishers, Yale University Press, Princeton University Press, and O'Reilly. My responsibilities encompassed: Key Account Management: Serving as the primary point of contact for educational partners, including Yale University Press, Princeton University Press, and O'Reilly, to ensure seamless collaboration and address their specific needs. Title Master Management: Overseeing the… Show more As a Customer Service Representative, I held a pivotal role in managing relationships with three publishers, Yale University Press, Princeton University Press, and O'Reilly. My responsibilities encompassed: Key Account Management: Serving as the primary point of contact for educational partners, including Yale University Press, Princeton University Press, and O'Reilly, to ensure seamless collaboration and address their specific needs. Title Master Management: Overseeing the meticulous management of title masters, maintaining accurate records, and ensuring the availability of up-to-date information for our educational partners. Educational Material Distribution: Facilitating the processing of requests for evaluation copies and desk copies for educational institutes, streamlining the distribution process to support instructors and educators effectively. Client Relationship Development: Nurturing strong and enduring relationships with these prestigious institutions, understanding their unique requirements, and ensuring a consistently positive customer experience. During my tenure, I completed a diploma program in Customer Service, which significantly enhanced my ability to deliver exceptional customer service. This program equipped me with: Advanced Customer Service Skills: I acquired advanced techniques and strategies to effectively address client inquiries, resolve issues, and maintain high levels of customer satisfaction. Conflict Resolution Expertise: I developed proficiency in conflict resolution, enabling me to handle challenging situations with poise and professionalism. My commitment to continuous improvement and dedication to customer service excellence played a pivotal role in successfully serving our clients and supporting the academic community's needs.

• Dispatch Coordinator

  • Jan 2007 - Mar 2009

  As a Dispatch Coordinator, I held a vital position within our logistics and operations team, contributing to the efficient flow of operations and ensuring exceptional customer service. My multifaceted role included: Forklift Operations: Proficiently operated a forklift to handle, transport, and manage inventory, optimizing warehouse processes and maintaining the safety and integrity of goods. Express Order Processing: Managed the expedited processing of orders, working closely… Show more As a Dispatch Coordinator, I held a vital position within our logistics and operations team, contributing to the efficient flow of operations and ensuring exceptional customer service. My multifaceted role included: Forklift Operations: Proficiently operated a forklift to handle, transport, and manage inventory, optimizing warehouse processes and maintaining the safety and integrity of goods. Express Order Processing: Managed the expedited processing of orders, working closely with courier services and logistics partners to meet tight deadlines, ensuring prompt and reliable delivery to customers. Customer Service Collaboration: Acted as a pivotal link between the dispatch team and the customer service department, facilitating real-time communication to address customer inquiries, resolve issues, and accommodate special requests promptly. Inventory Management: Maintained meticulous inventory records and supported stock replenishment efforts, contributing to an organized and efficient warehouse environment. Quality Assurance: Conducted thorough quality checks and inspections, ensuring the accuracy and quality of orders to prevent errors and discrepancies. In this role, I was dedicated to delivering on-time and error-free shipments while upholding the highest standards of customer service, all while operating efficiently and safely within the warehouse environment.