Dana Shuqair

1 Oct 2011 - 1 June 2012 Technical Support Engineer at TDM Group 1 June 2012
Offering support to desktops, software installations, troubleshooting network
infrastructure for small and medium size businesses with focus on secure, reliable and cost-effective solutions.

This Job required dealing with users of different backgrounds, and with a verity of problems related to hardware, software and network troubleshooting. In addition to
providing remote support to around the world.

1 June - Deputy Service Desk Team Leader at TDM Group
Present
This position held the following responsibilities: - Conduct on-going training for internal staff members on best IT and support
practises.
- Running performance reports and analysing the outcomes, setting action plans
based on the analysis.
- Writing and reviewing procedures and technical documentation and guide lines.
- Working as a point of escalation for end users' requests.
- Taking part in major project works, responsible for communication, testing and allocating resources.
- Designing and scheduling telephone call reports and dashboards.
#December 2014 - present
Quality and process analyst lead at TDM Group - Assessing service specifications and customer needs. - Agreeing on quality standards and acceptable performance levels. - Defining processes and procedures to improve overall quality. - Conducting scheduled proactive calls with customer IT departments and random users for feedback on quality and if there are any outstanding items to be looked into. - Ensuring procedures are clear and properly understood. - Analysing performance data against defined parameters and KPIs. - Writing scheduled technical and performance reports. - Pinpointing relevant quality-related training needs. - Looking at ways to reduce customer complaints and speed up resolution process. - Perform skill gap analysis with the help of team leaders and department managers. - Using relevant quality tools and making sure team leads/managers and other staff understand how to improve the business.

15 July 2009 - 21 Sep 2011 Oracle Developer at ICS Financial Systems 21 Sep 2011
Developing and designing banking systems that run on the latest technology, addresses
most banking requirements through one integrated solution maintained on one database.
Creating and designing reports and print receipts.

Product implementation and support after live implementation.