ألدرين Pasion

Head of Technical Support February 2022 - Present
Technical Consultant November 2015 - February 2022
Technical Support Coordinator March 2012 - November 2015

• Supervises the Technical Support Department on all aspects of operations.
• Manages both working and after-hours schedules of the technical support department.
• Supervises the optimal use of RMM and support ticketing platform.
• Works in line with Head of Implementation on the successful implementations of POS (Point of Sales) systems.
• Leads the providing of effective technical support for over 1000 clients all over Qatar as well as some GCC countries like UAE, Kuwait, etc. - from phone calls and remote assistance to site visits.
• Performs hardware set-up, software installations, trainings, and orientations on all aspects of the system based on client requirements until go-live date and performs on-site monitoring on its first days of live operations.
• Supervised and contributed to the massive deployment of POS systems during FIFA World Cup Qatar 2022 including all retail stores on all stadiums, Lusail Winter Wonderland, Lusail Boulevard, and many key commercial locations.
• Contributed to the commissioning Zebra devices on medical institutes like Sidra Medical and The View Hospital for its laboratory and clinic use.

• Maintains all IT equipment on stores under assigned area which includes:
o POS (Point of Sales) systems
o Sound systems
o Back-office PC terminal
• In-charge of coordinating POS-related issues to POS providers.
• Conducts scheduled preventive maintenance for assigned stores and areas.
• Establishes connection of POS systems to Mall Administration servers.
• Serves as standby IT personnel on Head Office for when not on field.
• Tasked on the installation, setup, and initial configuration of IT devices such as desktops, laptops, mobile phones, etc. for issuance to new employees.

• Part of implementation team of POS (Point of Sales) systems.
• Performs hardware set-up and software installations based on client needs.
• Conducts thorough training and orientation to client regarding all aspects of the system.
• Provides efficient and impressive support services - from phone calls to site visits.
• Establishes connection of clients’ systems to Mall Administration servers.