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تم إلغاء حظر المستخدم بنجاح
جوزيف بشير, Head of Data Management, Customer Service and Support

جوزيف بشير

Head of Data Management, Customer Service and Support·MDSap Tech

لبنان

بكالوريوس, Business Administration Business Computing (M.I.S.)

الخبرة العملية

مجموع سنوات الخبرة: 22 سنوات, 9 أشهر

Head of Data Management, Customer Service and Support

سبتمبر 2018 - حتى الآن

MDSap Tech

أبو ظبي، الإمارات العربية المتحدة

سبتمبر 2018 - حتى الآن

• 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

مجال الشركة:
تطوير البرمجيات
الدور الوظيفي:
الإدارة

Regional Support Manager

أبريل 2010 - سبتمبر 2018

Sybase Products M.E. - SPME / MDSap Tech

بيروت، لبنان

أبريل 2010 - سبتمبر 2018

• 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.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
الإدارة

Senior Consultant & Team Leader

سبتمبر 2005 - أبريل 2010

Sybase Products M.E. - SPME / MDSap Tech – UAE

أبو ظبي، الإمارات العربية المتحدة

سبتمبر 2005 - أبريل 2010

• 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.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

Analyst Developer

سبتمبر 2003 - سبتمبر 2005

Information Management Ltd.

بيروت، لبنان

سبتمبر 2003 - سبتمبر 2005

• 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

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

التعليم

American University of Technology

يوليو 2003

يوليو 2003

بكالوريوس، Business Administration Business Computing (M.I.S.)

لبنان

Graduated on the Honor list. TA - Dean Sciences.
عرض المرفق

Skills

Action Plans
Expert
Action Plans
Expert
Performance Reporting
Expert
Performance Reporting
Expert
Productivity Improvement
Expert
Productivity Improvement
Expert
Issues Resolution
Expert
Issues Resolution
Expert
Team Building and Motivation
Expert
Team Building and Motivation
Expert
Solaris. AIX
Intermediate
Solaris. AIX
Intermediate
PowerBuilder
Expert
PowerBuilder
Expert
ASE, ASA
Beginner
ASE, ASA
Beginner
C#, VB.Net, VBA
Intermediate
C#, VB.Net, VBA
Intermediate
EAServer
Expert
EAServer
Expert
Windows
Intermediate
Windows
Intermediate
Business Analytics
Intermediate
Business Analytics
Intermediate
Apache, iPlanet
Intermediate
Apache, iPlanet
Intermediate
Project Management
Intermediate
Project Management
Intermediate
People Management
Expert
People Management
Expert
Planning & Organizing
Expert
Planning & Organizing
Expert
Client and Vendor Relations
Expert
Client and Vendor Relations
Expert
Quality Assurance
Expert
Quality Assurance
Expert
Performance Management
Intermediate
Performance Management
Intermediate
Strategic Management
Intermediate
Strategic Management
Intermediate
Decision Making Skills
Expert
Decision Making Skills
Expert
Agile Development
Intermediate
Agile Development
Intermediate
RFI/RFP preparation/response assessment
Intermediate
RFI/RFP preparation/response assessment
Intermediate
Budget Administration
Intermediate
Budget Administration
Intermediate
Contract Management/Negotiation
Expert
Contract Management/Negotiation
Expert
Technical Quality Advisor
Intermediate
Technical Quality Advisor
Intermediate
Action Plans
Expert
Action Plans
Expert
Performance Reporting
Expert
Performance Reporting
Expert
Productivity Improvement
Expert
Productivity Improvement
Expert
Issues Resolution
Expert
Issues Resolution
Expert
Team Building and Motivation
Expert
Team Building and Motivation
Expert

اللغات

العربية

متمرّس

الانجليزية

متمرّس

الفرنسية

متوسط

التدريب و الشهادات

الشهادات
Level 1 | Foundational Presales Skills
ITIL 4 Foundation Certificate in IT Service Management

التدريب
Global Anti-Corruption and Bribery Compliance Training for Partners
SAP Ariba Snap Product Knowledge for Presales Consultants Web Assessment
SAP HANA Product Knowledge for Sales Executive and Presales Consultant

الهوايات والاهتمامات

Reading
Basket Ball