فادي سكر

Conceived, configured, and programmed Crestron AV and automation solutions.
Supported installation and commissioning teams to ensure optimal system quality and client satisfaction.

Oversaw end-to-end system installation, configuration, and implementation of Orchestra CX applications.
Functioned as a Level 2 support engineer for enterprise clients, addressing complex technical issues.
Managed support and maintenance for over 1, 000 deployed systems, ensuring operational excellence.
Optimised the support process by utilising Zendesk macros, side conversations, workflow automation, and ticket
analytics, thereby enhancing the customer experience.
Attained 98% SLA compliance, significantly boosting customer satisfaction across major accounts.
Initiated a Customer Journey Mapping (CJM) awareness campaign to elevate overall support performance.
Reported numerous UI and performance enhancements to R&D after rigorous testing.

Managed system installation, implementation, and configuration processes efficiently.
Served as 2nd line support for Orchestra CX applications, resolving advanced queries.
Devised, deployed, and managed customer-specific Proof of Concepts (POC) and Proof of Value solutions.
Delivered expert technical guidance throughout installation and post-handover phases, ensuring seamless
transitions.
Engineered and validated solutions in Customer Experience, BI, CRM, Workforce Management, Online Booking,
Mobile Workforce, and Digital Signage.
Commenced the setup for the largest CJM project in the Middle East, catering to over 8, 000 users across 1, 950+
branches with BI, Mobile, and CRM integrations.