Head Of Information Technology
Smart Village Schools
Total years of experience :12 years, 4 Months
Oversaw IT department operations and training.
Managed network and system performance,
conducting troubleshooting, security patching, and
maintenance.
Interacted and negotiated with vendors, outsourcers
and contractors to secure products and services.
Updated customers and senior leaders on progress
and roadblocks.
Multitasking Abilities
Problem-Solving
MS Office
Dependable and
Responsible
Self-Motivated
Teambuilding
Training and Development
Languages
Arabic
Excellent
English
Very Good
Built, repaired and installed computer-related
hardware based on deployment procedures.
Led technology selection and rollout, focusing on
organizational planning and supplier service-level
agreements.
Communicated with executive team and CEO to
maximize development efficiencies and resolve
technology issues.
Conferred with executives to advise and plan for
short-term and long-term IT system upgrade needs.
Created and terminated user's accounts from start
to finish in business applications.
Customized and repaired technology based on staff
requests.
Developed and implemented measures and
procedures to protect IT systems from cyber threats
and data breaches.
Understood key product management roadmap
objectives and requirements to develop product
technology strategy.
Coordinated IT operations activities to deliver
smooth flow of daily business needs.
Demonstrated familiarity with latest hardware,
software and networking technology.
Coordinated technical training and personal
development classes for staff members.
Guided organizational technology strategy and
roadmaps.
Collaborated with other departments to help meet
IT needs and properly integrate and secure systems.
Assisted in development of long-term strategies to
grow department and resources.
Communicated regularly with customers concerning
data exchange and technology integration.
Supported implementation of warehouse
management system software applications to
enable centralized management of tasks.
Played key role in on-going network design,
reevaluation and optimization to keep pace with
company growth.
Reviewed and assessed architecture design,
implementation, testing and deployment needs to
identify project requirements and costs.
Analyzed network security and current infrastructure
to assess areas in need of improvement and
develop solutions.
Worked closely with management teams to plan,
develop and execute technical strategies aligned
to client's vision.
Identified computer hardware and network system
issues, performing troubleshooting techniques for
remediation.
Led and assisted technical upgrade projects for
clients by working and coordinating with consultants
and developers for integrations.
Oversaw development and implementation of
improvements to support and network operations.
Developed sales strategy based on research of
consumer buying trends and market conditions.
Assessed reports to evaluate performance, develop
targeted improvements, and implement changes.
Resolved conflicts promptly to promote positive
environment for customers.
Managed inventory and reduced shrinkage by 100%
through detailed monitoring of daily operations and
stock.
Brought in exceptional candidates to boost team
productivity and operational efficiency.
Improved process efficiency by implementing new
cart retrieval process and correcting poor work
habits.
Dedicated to expanding client bases by building
lasting relationships.
Conducted training sessions to educate employees
on best practices and procedures to increase
profitability.
Directed workforce planning, customer retention
and customer service management for multiple
locations.
Transformed underperforming teams into productive,
profitable teams.
Oversaw budget planning, strategy development,
community outreach for organization.
Drove revenues and team morale by developing
and deploying sales contests.
Held meetings with director to identify techniques to
overcome sales obstacles.
Located, developed, and promoted talented
employees to cultivate collaborative and
hardworking leadership team.
Built positive and productive relationships with store
and field leadership.
Worked diligently to resolve unique and recurring
complaints, promoting loyalty, and enhancing
operations.
Met deadlines by proactively managing individual
and team tasks and streamlining processes.
Evaluated costs against expected market price
points and set structures to achieve profit targets.
Generated financial and operational reports to assist
management with business strategy.
Introduced cost-saving initiatives to reduce losses
and increase profit margin.
Optimized team performance with newly
implemented sales and merchandising procedures.
Coordinated with other district managers to
actualize performance improvement strategies.
Exceeded sales targets with well-developed sales
strategy and empowering team coaching.
Paid attention to detail while completing
assignments.
Developed and maintained courteous and effective
working relationships.
Learned and adapted quickly to new technology
and software applications.
Provided professional services and support in a
dynamic work environment.
Applied effective time management techniques to
Cultivated interpersonal skills by building positive
relationships with others.
Demonstrated leadership skills in managing projects
from concept to completion.
Worked well in a team setting, providing support
and guidance.
Demonstrated a high level of initiative and creativity
while tackling difficult tasks.
Organized and detail-oriented with a strong work
ethic.
Developed strong communication and
organizational skills through working on group
projects.
Worked effectively in fast-paced environments.
Demonstrated strong organizational and time
management skills while managing multiple projects.
Participated in team projects, demonstrating an
ability to work collaboratively and effectively.
Used critical thinking to break down problems,
evaluate solutions and make decisions.
Resolved problems, improved operations and
provided exceptional service.
Completed paperwork, recognizing discrepancies
and promptly addressing for resolution.
Proved successful working within tight deadlines and
a fast-paced environment.
Skilled at working independently and collaboratively
in a team environment.
Identified issues, analyzed information and provided
solutions to problems.
Assisted team members in resolving customer
satisfaction issues.
Verified accurate data entry and maintenance of
information in SAP CRM system.
Monitored employees' productivity, accuracy and
adherence to defined processes by using
dashboards and other reporting tools to enable
proactive action on delays compromising customer
care.
Empowered and motivated employees via regular
feedback to team members.
Enforced adherence to legal and company policies
and procedures and reported to management
related gaps in training or compliance.
Generated, compiled and distributed reports of
sales leads and up-sell opportunities.
Managed customer service effectiveness by
monitoring performance and assessing metrics.
Discovered and resolved complex customer issues to
reduce negative impact to business outcomes.
Directed intelligence gathered from customer
support channels to product and data science
teams to improve products and user experience.
Generated status and performance reports to
facilitate continuous improvement.
Analyzed reports, surveys and vendor relations and
completed support assessments to improve first call
resolution.
Audited customer support procedures and
collaborated regionally to promote standardization
across offices.
Devised recommendations to streamline and simplify
customer support system and improve response
time.
Reviewed overdue tickets and followed-up with
customer support personnel to resolve root cause of
delay.
Motivated and developed employees to overcome
challenges and achieve goals to boost efficiency
and performance.
Handled complex and sensitive client relations and
quality control issues to minimize negative impact to
business direction.
Assessed reports, monitored calls and analyzed
vendor relationships to identify process improvement
opportunities.
Liaised with IT department to report technical issues
and formulate trouble-shooting procedures.
Created customer support strategies to increase
customer retention.
Completed complex project management tasks on
Education
time and under budget to meet department goals.
Led and executed customer support team strategy
to reach company support goals.
Built strong relationships with field operations team to
support business development opportunities and
improve service.
Elevated customer satisfaction and loyalty by taking
ownership of customer issues and following through
to resolution.
Evaluated customer issues and caller trends to
determine areas in need of improvement and
implement proactive corrections.
Maintained and managed customer files and
databases.
Provided primary customer support to internal and
external customers.
Helped large volume of customers every day with
positive attitude and focus on customer satisfaction.
Resolved concerns with products or services to help
with retention and drive sales.
Responded to customer calls and emails to answer
questions about products and services.
Collected vital information to support company and
associates through interviews and data analysis.
Maintained customer satisfaction with forwardthinking strategies focused on addressing customer
needs and resolving concerns.
Responded to customer requests for products,
services, and company information.
Offered advice and assistance to customers, paying
attention to special needs or wants.
Handled customer inquiries and suggestions
courteously and professionally
AHMED MOHAMED ZAHER has been admitted to the degree of BACHELOR OF SCIENCE in ELECTRICAL ENGINEERING (COMMUNICATION) with SECOND CLASS HONOURS, DIVISION 1