Technical Support Specialist
Contact Center Company
Total years of experience :10 years, 8 Months
• Preparing daily, weekly, performance reports using CISCO.
• FCR (First call resolution) analysis report.
• CRM (Siebel) analysis report (Complains, stages, violation...etc.).
• Generate Call Centres reports and monitor all KPIs.
o Generate call centre mangers, duty managers, supervisors and agent’s performance and monitor overall performance.
o Generate daily calls reports (Service Level, Average handling time, answered calls VS ABAN and bad calls).
o Annual Employee evaluation report.
• Attend meeting with IT to follow-up on IT request for our department.
• Generate quarterly reports requested by GM and director.
• Helpdesk support for
o Wireless devices, GSM modems.
o Personal computers and laptops.
o Printers & scanners and all supported devices to Microsoft windows.
• Windows Server Active directory support.
• Monitor and respond to all trouble tickets ASAP and effectively to all requests.
• Monitor service desk for tickets assigned to Zain & Al-Rajhi project.
• Support & monitor the company website.
• Setup new devices to be compatible project used software (CISCO, Speechlog, Security software, office scan, etc.)
• Diagnose & trace system s issues (CISCO, Speech log, etc.).
• Document internal procedures, Assist with on boarding of new users.
• Connect remotely to the client.
2007-2013 Faculty of Electronic Engineering, Al Arish Institute Higher. • Obtained a B.Sc. in Electronic & communication Engineering, • Graduation Project "submarine exploratory". • Grade: Excellent.