abdulah alsawalmeh

• Oversee the day-to-day operations of the Technical Support Team for charity and schools.
• Support for pioneer system for (install, configuration, troubleshooting, and training) for charity and schools.
• Act as a senior agent who will drive customer satisfaction through customer support
• Provide direct supervision of the technical support staff which may include:
Recruitment, evaluations, and disciplinary actions
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Record and track team SLAs and workflows
• Assist in the creation of the team KPIs as well as monitor and report on results
• Actively involved with the operational delivery and UAT if required for new product and feature releases
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner

Kuwait Government E-stamp Project
 Stamp generation Kiosks (more than 400 kiosk)
 Stamp activation POS (Knet)
 Orange Top-up Project in Iraq
 International Call Center
 Identify the solution objectives and goals, identify
possible business solution scenarios (ecommerce,
Internet applications, messaging, and integration)
propose and justify potential products.
Setup data network between Data Center, DR site,
and kiosks, and POS over data lines that covers all
government offices in Kuwait
 Running fail over DR site
 Oversee IT job definition, hiring and evaluating of IT
staff.
 Regularly monitor business activities in the market
such as: shifts in demands, competitive
environments. New technology and so on.
 Annual Plan & budget setup and execution
 Prepare user documentation as required.
Design a plan that addresses current requirements,
allows future scaling, and integrates with existing
infrastructure.
 Identify the critical design issues and devise tradeoffs, choose proper IS platform and e-business
framework components.

Make a site survey for ready project.
 Lead and manage installation teams.
 Time scheduling and operation distribution over the
teams.
 Reporting and feedback management.
 Diagnose hardware and software problems, and
replace defective components.
 Perform data backups and disaster recovery
operations.
 Collaborates with Systems and Network Engineers
on design and configuration of server/storage and
network infrastructure.