Joseph Bachir

• As head of Data Management department, organized and coordinated multiple projects managing stakeholder’s expectations.
• Developed and executed new services as a software (SaaS) that increased department’s service revenues by 35%
• Contributed in the company global strategic project to transform from software & license reseller to system integrator and service provider.
• Developed and achieved Support & Services objectives and goals to support the organizational vision
• Managed and directed a team of Technical Support, Business Services and Service Resolution and Technical Processing Leaders while leading the development of the vision and strategy for the Support & Service team
• Assisted in developing an annual business plan to incorporate best practices to meet market and company need
• Established and managed communication channels within and among departments

• Built and motivated a team of Technical Support Consultants through performance coaching, career planning and setting educational objectives.
• Improved support productivity by highlighting deficiencies and recommending change in tools, processes, reporting and employee engagement.
• Facilitated customer resolution for escalated calls and engaging the necessary technical support
• Followed up with unsatisfied customers to ensure issues are resolved and the customers are satisfied.
• Reported operational achievements and progress to my director on a regular basis including improvement of action plans.
• Worked with other managers to ensure operational consistency
• Maintained an approach of continuous improvement, in terms of efficiency of support processes, customer satisfaction, and the application of tools for monitoring, management and optimization.
• Developed a strong relationship with the sales team to increase support services agreements sales. This includes promoting, negotiating, and closing SLAs, contracts, and managed services.

• Managed Middleware and Online Banking Infrastructure Projects.
• Led SAP Sybase (development, design, & modeling) tools professional service and support team
• Coordinated Middleware integration services in the M.E
• Presented SAP Sybase Tools and Solutions, and conducted demonstrations and proof of concepts.
• Identified alternative solutions and recommended most effective solution for business problems.
• Implemented distributed system infrastructure with server cluster, load balancing and high availability.
• Provided technical support on SAP Sybase tools by phone, email, and on-site visits
• Conducted over 150 days of training (4 - 20 attendees) on SAP Sybase tools.

• Gathered clients’ requirements, worked out the analysis and design specifications, and integrated enterprise application systems.
• Led a team in developing and implementing a Hospital Management System
• Implemented, upgraded, and handled programs errors and clients new requests
• Education services