Senior Account Manager - GCC
ArpuPlus - Subsidiary of OT Ventures
Total years of experience :17 years, 7 Months
ArpuPlus is an OT Ventures subsidiary that is fully owned by Orascom Telecom Media and Technology Holding S.A.E. ("OTMT") and that aims at being a leading regional Telecom Service Provider in the Middle East & North Africa (MENA) region, Asia, Europe.
- Acquiring New Content Partners, Managing Telcom Operators
- Placement and categorization of content across the portals in various languages.
- Analyzing reports from operators for ensuring content cycles are running well
- Preparing specialized reports based on management requirements.
- Directly liasing between client and telcom operators to ensure the planning and promotion of contents across various platforms and portals
- Support launch of new microsites in the region.
- Managing Partner Roadmap.
- Business Analysis and Contract Negotiations for new services.
- Liaising with offshore content production team and finance team for billing and payment
- Trend Analysis of the of Content across the various categories and portals
The Company is the largest Internet Solutions Provider working towards providing the latest and most reliable Internet services.
Key Responsibilities:
• Analyzing business process flows/systems to develop customized solutions and reduce costs whilst ensuring highest level of services.
• Analyzing and designing workflows requirements.
• Administering architectural project life-cycle, planning project schedules, monitoring progress against established schedules to enforce adherence to envisaged time-frames and budget limits.
• Acting as a point of contact between client and company’s internal teams for all project activities and obtaining client consensus on technical deliverables of concurrent projects
• Identifying project scope including associated risks and alignment issues, building a structured approach to complete the projects in the allotted time.
• Organizing meetings with clients, promptly responding to client queries and executing all project operations as per client needs
• Facilitating effective support to technologies encompassing SPS 2003, MOSS 2007 and CMS 2002
• Instrumental in migration of microsoft.com/middle east website to new technologies as well as formulating budgets/proposals for maintenance projects.
• Efficiently handling virtual development team of people for maintenance accounts
• Liaising with developers and end users for all technical issues thereby delivering high quality services to the utmost satisfaction of end users.
• Conducting interviews and developing business cases, implementing new technology solutions/systems and imparting trainings for the same.
Key Clients Handled:
• Abu Dhabi Investment Council
• Dubai Properties Group
• Institute of Applied Technology
• Department of Health and Medical Services
• Dubai Financial Market
• Dubai Flower Centre
• Dubai Logistics City
• Ministry of Development
• Al Ahli Club
• Ministry of Finance and Industry - Abu Dhabi
• Sharjah Municipality
• Gulf Holdings
• Microsoft
Inducted as Customer Services Coordinator, charted a growth curve to merit promotion to the post of Web Publishing Manager.
Designation Chronology:
• Jun ’00 - Jun ’03: Web Publishing Manager
• Nov ’99 - Jun ’00: PRG (Primary Response Group) Engineer
• Jan ’98 - Nov ’99: Customer Services Coordinator
Highlights:
• Played a focal role in ascertaining quality content for Microsoft.com/middle east web site with 1, 450, 000 hits per month and 600, 000 unique users.
• Successfully managed maintenance and administration of Company Intranet utilizing advanced technologies including Share Point Portal Server with approximately 300 unique users.
Key Responsibilities as Web Publishing Manager (Jun ’00 - Jun ’03):
• Effectively directed the execution of small scale projects in compliance with organizational quality standards.
• Created and managed content for organization’s web presence as well as coordinated web projects across departments.
• Delivered innovative content solutions, performed proofreading of web content as well as ensured web-based information is archived for future needs and reference.
• Executed business processes to formulate the design of web content needed to be published and developed Microsoft web newsletters for the Middle East region.
• Oversaw accomplishment of quality monitoring processes, techniques, guidelines and standards as well as devised budgets for Internal & External Web.
• Liaised with Web agency for external web requirements including implementation of technologies namely Content Management Server, ASP.NET and XML etc.
• Participated in contractual negotiations with third party suppliers to ascertain delegated publishing requirements are efficiently fulfilled.
• Investigated and kept abreast of emerging web technologies to deliver the most up-to-date solutions and automate processes.
Key Responsibilities as PRG (Primary Response Group) Engineer (Nov ’99 - Jun ’00):
• Scrutinized the operational/network status of all networks and instituted immediate measures to rectify technical breakdowns and affirmed optimal levels of network connectivity.
• Efficiently provided priority based Microsoft BackOffice technical support to Microsoft Premier Enterprise customers and partners.
• Successfully directed the development and maintenance of Intranet for Product Support and Services group.
• Supported Product Marketing Group with their Intranets utilizing software packages including FrontPage, HTML and ASP.
• Ensured delivery and management of the end-to-end technical support service. Imparted operational support for server hardware and platform software.
• Performed root cause analysis to identify underlying problems, monitored and optimized infrastructure performance and managed backups.
• Communicated effectively with customers, offered troubleshooting solutions and technical support to inquiries/problems related to software, hardware and network operations.
• Ascertained that all technical solutions implemented are cost-effective and in compliance with business needs and user requirements with respect to functionality, performance, scalability and reliability.
• Kept abreast of latest technological advancements and utilized the potentials of the same to respond to distinctive and special needs of the organization.
Key Responsibilities as Customer Services Coordinator (Jan ’98 - Nov ’99):
• Planned and implemented an integrated range of customer service policies/procedures consistent with the overall goals of the organization thereby enhancing CSI.
• Handled inquiries and complaints while providing efficient and courteous service throughout and ensured that appropriate actions are undertaken to resolve issues faced by customers.
• Referred unresolved customer grievances or specific customer requests to designated departments for efficient service or further investigation.
• Facilitated prompt presales support to potential clients for all company products and services.
• Evaluated customer feedback to suggest modifications and incorporations in business strategy thus effecting high levels of sales and achievement of company objectives.
• Provided exceptional technical support to users of desktop applications and operating systems in the absence of engineers.
• Strove towards developing and maintaining Intranet for Product Support and Services as well as collated content for support web pages for Microsoft Gulf.
• Ascertained seamless operations by streamlining customer handling and fulfillment issues including replacing of damaged media, changing of media type etc.
• Reviewed issues, analyzed root causes and recommended proposals to senior management for improving systems/services.
Previous Professional Experiences:
• Sep ’97 - Dec ’97: Business Systems Administrator, TNT Express World Wide, Dubai, UAE
• Jun ’92 - Sep ’97: Inchcape Shipping Services, Dubai, UAE
Designation Chronolgy:
• Project Coordinator (Business Information Division)
• Systems Coordinator (Ship Services & Ship Broking Division)
Professional Certifications: • Aug ’99: Microsoft Certified Systems Engineer • May ’00: Microsoft Office User Specialist