ICT Teacher Assistant
International School
مجموع سنوات الخبرة :7 years, 0 أشهر
• Cambridge curriculum from Grade 1 to Grade 9 on ICT topics including Microsoft Office ( Word, Excel, Outlook, Power point ), HTML, Scratch, E-safety ...etc .
• Participating in delivering Sessions, Class management, lesson plan preparation based on the teaching guide outcomes .
• Effective class / Lab management techniques to make sure that the learning is active and fun .
• online learning on Microsoft teams platform .
• Choosing effective activities .
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*** Reason for leaving : Contract ended as it was a contract based .
Participating in three major Projects as follows
1- Etisalat UAE :
• Supporting Prestigious Customers In triple play ( High speed internet, Landline, IPTV ) as well as Mobile Services / Packages . Most of the issues resolved on the spot to assure First call Resolution, However some cases needs escalation through a complaint or sending an email to the appropriate department .
• We resolved Billing issues as well . Assure customer satisfaction & AHT, Customer retention and Customer effort reduction .
Achievements : Awarded for reducing the customer effort for overall 2016 from Etisalat SVP .
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2 - Al Tayer / E-commerce Industry :
supporting Luxury brands “ Ounass - NASS - MamasandPapas -GAP “, managing Sales on Behalf, Return Process, Direct contact with the Last Mile, Warehouse team to assure Order delivery .
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3 - Dubai Design District / Real State :
Supporting cases related to Leasing, Facility
Management, Events, Permissions, Direct connection with the PRM team .
• Representing my Company as a Vendor in Mobily FTTH Project, Managing & dispatching work on 10 teams of technicians, instructing field supervisors to assure tasks are done with quality in time, Coordination & Field support, productivity Reporting on daily, weekly & Monthly basis .
• Motivate and initiate competitive spirit in team management to get an optimum productivity and Efficient Report .
• well aware of Splicing, OTDR and FTTH support .
Value added : introducing new monthly reports and competition among teams, high productivity report through incentive paid to high performance technicians .
Reason for Leaving : the contract between Mobily and our company ended .
• First line of support &IT Service delivery to internal users through phone, Emails or Face to face, Operating on IBM Maximo ticketing system, Resolution of around 20% of issues related to desktops, laptops, Printers, scanners, network ..., Assign tickets to 2nd line for Network and ERP issues with a defined SLA, assuring and maintaining SLA, quality of Service, Escalations, Follow ups .
• Report extraction through BI .
• IT supply chain dept.
• ITIL based .
Values added : proactive super service desk as said by employees, hard work and customer focus .
Reason for Leaving :New opportunity to travel .
Graduation project : ( Zigbee Communication system ) • It was a mega project in which we use MATLAB & C languages to implement the transmitter and the receiver ,then we loaded our software code on a BLACK FIN kit trying to fit it as a transceiver kit . • Our team also plays an effective role in estimating the channel of this communication system and obtain a model for this channel “Channel Estimation” . • I participated in the presentation of the whole project . Under the supervision of Dr/Ahmed Shalash Grade : Excellent .
Primary language : English , Arabic Secondary : French