Abdulrahman Alsayed

- Provide L1 & L2 support for the reported issues from different services

- Analysis of reported failed transactions for different services on both production and test environments, identify the cause of errors, reassign it to L3 support once required

- Send announcement to the clients once there is an update to one of the services or any scheduled maintenance

- Monitoring/logging services interruptions/outages

- Provide test data to clients for their testing and assist them on any service connectivity issues

- Utilize Postman tool to test the service APIs and test new features of a service before it get deployed to production environment

- Prepare weekly, monthly incident reports and performance reports on each quarter

- Maintain current documents related to the services, references and training guides for the new team members

Application support - L1 & L2
Products: SEMATI, IAM, E-Visa, BALLIGHNY, MNV (TAHAKAK), MANAFTH.SA

- Receive customer requests/inquiries by phone, emails, web portal and through walk-in service.

- follow up on unresolved requests and escalate it to the assigned service provider or management once required.

- Report all emergencies to security operation center

- Support on housing requests like booking, arrivals, departures, locked-in, locked-out.

- Keys management such as keys issuance, keys duplication, updating keys tracker for in/out keys and utilize/review keys inventory database when required.

Project: KAPSARC
Industry: Facilities Management
CAFM system used: ManageEngine, Special interface on SAP Logon 740

- Receiving customers’ requests and complaints through the KAUST unified FC Helpdesk number, E-mail and IBM Maximo E-ticketing system supporting both campus and non-campus facilities plus the residential areas

- Assign each request to the designated service provider and following up if there is any delay or service failure

- Handling high priority issues and escalate it to the client and contractor's higher management

- Reporting HSE situation directly to KAUST-911 center and keep following with them until the job done

- Logging inspection and maintenance tickets in the system related to the power consumption surveys

- Answer the community member inquiries directly or forward it to the appropriate service line management for their advice once required

- Achieve the required target of daily customer satisfaction surveys

Project: KAUST
Industry: Facilities Management
CAFM system used: IBM Maximo

- Monitor and distribute the workload between the agents

- Coordinate the jobs between different parties including (FMMA, service providers, security and the client)

- Escalate customer's complaints with higher management

- Preparing the daily, weekly and monthly reports and other reports on-demand

- Create/update work documents such guides, references and contact lists

- Managing the team by preparing their monthly roster, keep tracking of their annual/sick leaves in coordination with call center line manager and HR.

- Training the new staff and support the team 24/7

Projects: RDC(ITCC) & KAFD
Industry: Facilities Management
CAFM system used: special interface to Access DB, IBM Maximo

- Receiving customer requests and complaints through the phone or Email, assign it to the appropriate service provider, following up with them until get resolved and resolution sent to the customer

- Following up on the progress of pending issues with the service providers and the operations team

- Collecting customer's feedback for the monthly surveys

Projects: RDC(ITCC) & KAFD
Industry: Facilities Management
CAFM system used: special interface to Access DB, IBM Maximo

- Train students on how to use Windows OS and some of the programs in Microsoft Office suite

- Tracking student's attendance, performance

- Preparing Mid and Final exams.

- Train students on how to use Windows OS and some of the programs in Microsoft Office suite

- Tracking student's attendance, performance

- Preparing Mid and Final exams.