Call Center System Analyst
Saudi Arabian Airlines
Total years of experience :28 years, 3 Months
1. Worked as Network Administrator and System Analyst for Nortel Symposium Call Center System.
2. Managed a resource planning system for use in planning, staffing and managing a call center.
3. developed reports for long-range budget and stuffing forecasts
4. Created and assigned employees and call center performance.
5. Worked on a data conversion project resulting in the elimination of the lengthy data entry work and the reduction of time required for the applications to go “live”.
6. Completed and delivered programs which allowed the client to replace their existing inefficient manual systems.
7. Developed technical plans, technical and test documents, including daily operations procedures, disaster recovery and contingency plans.
8. Responsibilities also included in-house system administration including hardware upgrades (SCSI hard-drives, tape drives, CDROMs, NICs, configuration of multiple graphics cards workstation).
Collaborated with teams leaders to put an effective plan for (8) groups of call
associates according to contact center requirements. leading to enhance guest
journey with wow! factor.
Contributing in transitioning to cloud-based contact center software (Genesys)
that benefit in Increased scalability by 50%, ease of Remote Working and
Improved customer experiences.
Position: Network Administrator
One year of experience of Network administration in Information Technology Department as a computer engineer.
Worked in the development of the Design and Implementation of the existing network.
Diagnostics and maintenance of all Network problems using software and hardware tools.
Monitoring and maintaining all WAN connection to subscribing offices.
Backup, Mirroring and Diagnostics of the main File Server and Communication Servers.
Worked in NOVELL NETWARE 3.11 Network operating system on LAN network using BNC, UTP and Fiber Optics connection and WAN network using X25 and X28 switching network.
Installed and upgraded a new network services to Windows environment using Windows 95 applications in order to connect all departments via E-mail and Database system.
Course Title Date
UNIX Operating System 6, 24, 97 - 7, 4, 97
Joined College of Computer Science and Engineering taking courses and projects to be prepared as qualified Computer Engineer for four years.