Experience

Interface FZE

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

• Technical Support Specialist

  • Feb 2021 - Present

   Provided helpdesk support and resolved problems to the end user’s satisfaction  Monitor and respond quickly and effectively to requests received through the IT helpdesk.  Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.  Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment.  Installed, test and configured new workstations, peripheral equipment and software.  Maintain inventory of all equipment, software and software licenses Report issues to the Service Desk for escalation.  Manage PC setup and deployment for new employees using standard hardware, images and software.  Assign users and computers to proper groups in Active Directory.  Performed timely workstation hardware and software upgrades as required.  Responsible for the IPCC system in the call center  Granting permissions to new users in the official Sudatel programs  Systems Administrator for (IPCC -CCS- BPM)  IPCC: Call center system from Huawei for customer service  CCS: A program to clarify the details of the customer and the details of the SIM card  BPM: The notification ticket system to link the departments and solve their technical problems. Through this system, the problem is reported and it is addressed in a short period  Huawei Technical Support Officer at Sudatel  Responsible for the iContact system and the technical support officer for Code in Sudatel  Monitor and follow up the health status of servers  Connect all departments and communicate with them to perform better and solve problems as soon as possible  Follow-up and modification within the IVR of Sudatel  Changing and modifying servers and changing spare parts  Responsible for the share server Show less



Zain Sudan

• Sudan
• Telecommunications
• 700 & Above Employee

• Technical Support

  • Jan 2020 - Sep 2020

  Provide full technical support and monitor the performance ofIVR, Huawei IPCC, Cisco IPCC, Remedy CS, ITSM, TELEOPTI, andall customer care systems. Installation of Windows (clients and servers) and Printers. Troubleshooting systems, network problems, diagnosing, andresolving hardware or software faults, as well as replacingparts as required Responsible to resolve Huawei IPCC technicalissues while working with others in IT and with Huawei team toensure quick resolution and implementing measures toprevent recurrence Manage Huawei IVR script & menu. Responsible of system daily maintenance tasks. Prepare and analyze weekly and monthly KPI’s reports forITSM. Follow up on Customer Care projects implementations. Resolve all work stations and extension problems related toCustomer Care systems. Ensure compliance with all applicable policies & regularrequirements on information security. Show less

• Customer Service

  • Oct 2019 - Jan 2020

   Ensure proper Implementation of Sales &MarketingCampaigns. Supported and provided superior service via phones, e-mails asa receiver and caller Use questioning and listening skills that support effectivetelephone communication. Use an effective approach to handle special telephone taskslike call transfers, taking messages, holds, interruptions, andunintentional disconnects. Use the most appropriate way to communicate with differentbehavior types on the telephone. Apply the elements of building positive rapport with differenttypes of customers over the phone. Apply appropriate actions to effectively control a telephonecall. Identified voice skills and how to enhance a good telephonepresentation. Show less



Bahwan CyberTek

• India
• Software Development
• 700 & Above Employee

• Information Technology

  • Nov 2017 - Dec 2017

  Install tracking system in the car This is a Marhaba Taxi project through Cybertech Bahwan Company. The device is installed in cars, and inside the device, a SIM card is installed and linked to the tracking system. Install tracking system in the car This is a Marhaba Taxi project through Cybertech Bahwan Company. The device is installed in cars, and inside the device, a SIM card is installed and linked to the tracking system.



IMTAC

• India
• IT Services and IT Consulting
• 1 - 100 Employee

• Technical Support Specialist

  • Dec 2016 - Dec 2016

  Deployment and Support of IT SYSTEMS at various Wilayat, across Sultanate of Oman By Imtac llc During THE MUNICIPAL ELECTION Project Deployment and Support of IT SYSTEMS at various Wilayat, across Sultanate of Oman By Imtac llc During THE MUNICIPAL ELECTION Project

• Technical Support Specialist

  • Oct 2015 - Oct 2015

  Deployment and Support of IT SYSTEMS at various Wilayat, across Sultanate of Oman By Imtac llc During MAJLIS AL SHURA ELECTION Project Deployment and Support of IT SYSTEMS at various Wilayat, across Sultanate of Oman By Imtac llc During MAJLIS AL SHURA ELECTION Project



Smart System

• Egypt
• IT Services and IT Consulting
• 1 - 100 Employee

• Data Entry Specialist

  • Aug 2015 - Sep 2015

  The project is related to Muscat Municipality By Smart System Co. All files are archived and transferred to a system. The files can be followed up and entered from a system, and the system is purely electronic The project is related to Muscat Municipality By Smart System Co. All files are archived and transferred to a system. The files can be followed up and entered from a system, and the system is purely electronic