Bassem Farah

• Monitor ATM network performance and respond promptly to technical faults.
• Provide first line technical diagnosis and troubleshooting for ATM systems.
• Conduct site surveys and technical assessments for new ATM installation
• Coordinate with maintenance providers and banking partners to ensure service continuity
• Resolve technical issues related to ATM operations and system performance.
• Prepare operational reports and statistical data for management review.
• Ensure proper follow-up after installations and confirm successful deployment.
• Act as the main coordination contact with local banks for ATM operations in Kuwait

• Managed the computer workshop and customer technical support help desk
• Provided technical consultation ad service solutions to customers.
• Handling customers problems, requests and effectively deal with customers complaints and
difficult callers.
• Analysed customer requirements and proposed appropriate IT solutions.
• Handled customer complaints and resolved complex service issues.
• Monitored call center quality by reviewing service interactions.
• Developed improvement action plans for call centre and self-service operations.
• Trained new staff and ensured operational readiness.
• Contributed to service development, technology improvement and process optimisation.

• Installed and maintained enterprise network systems, servicers and workstations.
• Planned and deployed network infrastructure including cabling, hubs, and network cards.
• Supervised support engineers and coordinated technical support operations.
• Delivered technical support to customers and coordinated with professional services teams.
• Monitored application usage, system performance and service trends.

Responsible for providing the necessary Technical Support to the customers. Coordinating with the
Alghanim Professional Services Team and giving them the first level of overall support.
Participating in the development, maintenance and implementation of new policies, improving the
quality of services and deliverable of the Customer support. Monitoring and reporting on
Applications usage, trends, service and performance.

• Network fiber cabling design installation, termination and testing
• Operating system hardening and security implementation
• Technical documentation and reporting. Network fiber cabling design, installation, termination and testing. Operating system security hardening and system configuration. Web Server Database Server Security testing and scanning. Technical Documentation. Managed the KNET special technical projects during major national events in Kuwait.