Experience

4matex Information Technology

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

• Product Manager

  • Jul 2022 - Present



NESMA

• Saudi Arabia
• IT Services and IT Consulting
• 200 - 300 Employee

• Senior System Engineer

  • Jan 2014 - Aug 2022

  RSAF PROJECT - work with Miro and RSAFInvolved with all Maintenance aspects of an enterprise-level implementation project of GOLDesp software at multiple locations in KSA• Providing formal classroom instruction in GOLDesp to Royal Saudi Air Force maintainers and contractor staff, and over the shoulder training• Authoring of Technical Information, Guides and Reports• Software bug investigation and testing, production of solutions to customer issues. Coordination with Miro support • Management and implementation of User Acceptance Testing, Go-Lives, Soft Go-Lives• Providing on-site Customer Support to GOLDesp users• Provision of Data Conversion and Analysis servicesAdministration Configurations, security implementation maintenance, solution, deployment, Software Testing & training.- Analysis of client's business processes and system requirements - Implementation of the support (installation, testing, customization and configuration) - Managing the areas - Engineers training – project planning –user training –Solutions.- Report to the development staff for any request- Strong communication skills.

• Technical Support and Systems Engineer

  • Jan 2011 - Aug 2022

  Technical support engineerProject RSAF -Royal Saudi Air Force* Technical Support department and direct their daily activities* Monitor Technical Support e-mail, queue (callcenter),and cases* Act as a liaison between Technical Support and Development reporting high priorityand critical bugs/issues* Assist in deployment of new software releases to customer base* Manage complaint handling system*Provided training to the user support specialists on procedures and coaches them on technical and customer service skills. *Implemented and examined referral process and call intake. *Maintained database of help desk ticketing system. Sometimes acted as additional user support specialist and led group. *Provided reports on desk operations and issues regarding the firms customer base to management. *Creating and maintaining a team environment. *Understood and stick toFirm policies and procedures. *Ensure and check that consistent data entry and complete problem descriptions are included in all tickets. *Tracking customers calls in help desk database. Maintained strong working knowledge of standards and *applications of approved firm. Coordinated and work closely with department contacts issues o enhance customer relations and technical support. Handled other tasks and projects as required.