Khaled Abu Koush

Oracle Infrastructure; known within GAM as the ERP Infrastructure. The Infrastructure Consultant will oversee and manage the whole arena of Oracle ERP Infrastructure for over 24 thousands employee. The Consultant Manager will take an active role in designing, implementing and supporting the infrastructure to support the continued development of both the Oracle ERP and business support systems and networks to support the rapid growth of the business.

• Overseeing and project management for the whole arena of Oracle Infrastructure, ie: Communications, Data Centre Operations, Programming Languages, IT Platform & Infrastructure

• Oversee the following areas during the project:
+ Assessment process for GAM infrastructure
+ Define Technical Infrastructure Requirements
+ Design and Build Technical Architecture
+ Procure build and test Non-Production Environment
+ Develop and validate Software Development Technical Specifications
+ Define, develop, and conduct Technical Test Approach
+ Define Configuration and Support Operating Procedures
+ Design and Build Batch Schedule
+ Procure Production Hardware
+ Build and Test Production Environment
+ Conduct Performance and Stress Tests
+ Build Technical Cutover Plans
+ Develop Operational and Monitoring Procedures
+ Deliver Production Environment

• To oversee the installation, configuration, upgrade, administration, monitoring and maintenance of servers and operating systems in support of operational system(s) and/or Oracle ERP development environment

• Implementing policies for backup management and housekeeping of all the servers in the Oracle network

• In addition to my prime position at Greater Amman Municipality, I have been assigned as Vendor and Contract Consultant.

• Achieved to get NOVO-TEK as the 2nd company in Jordan certified as “Dell Authorized Service Provider”
• Design and implement ERP and Solutions Infrastructure for Large Organizations
• Certified Dell Enterprise Solutions Expert
• Monitor, benchmark and continuously improve our quality of services, products and employees' performance
• Provide products and services that meet the needs of our customers and exceed their expectations
• Verify that our products and services meet agreed requirements
• Make commitments we fully understand and believe we can meet
• Meet all commitments to customers on time
• Provide assistance to customers in an efficient and friendly
• Develop and coach staff to maintain high levels of service and to meet department standards and goals
• Interact efficiently with business customers
• Involved with all aspects of customer service and order entry including solving problems, answering questions, and working with customers to ensure fantastic service
• Analyze and improve departmental operations and procedures resulting in increased productivity

Over 10 years of professional experience & communication skills demonstrated through verbal & writing abilities, client relations, sales marketing expertise, customer service skills, training new employees, & the ability to produce in-depth reports & correspondence.

My responsibilities includes but not be limited to:

- IT & Communication Manager
- Service Delivery Manager
- Product Manager

** Partners Relation:
• Multinational Experience (MNC)
• Provided assistance to customers efficiently
• Promoted customer satisfaction
• Developed & coached staff
• Proven ability to interact effectively at all levels
• Interacted efficiently with business customers
• Maintained & encouraged customer loyalty
• Provide solutions handling difficult situations
• Provided superior customer service & work quality
• Analyzed & improved operations & procedures

** Vendors Relation
• Coordinating with (OEM)s in the development & implementation of new porducts
• Acting as the main contact for OEM's Vendors
• Communicating market information back to DTK
• Managing marketing programs and funds earned through Vendors various Programs

** Product Management
• Accelerating the introduction & sales of DTK platforms of Servers, Desktops, Notebooks, Workstations & e-Solutions: Prepare presentations, roadmaps, sales kits, on various products & underlying technologies for seminars, technical or marketing conferences or trainings
• Advised customers & sales people concerning the best hardware & software solutions for their requirements
• Experienced in both customer service & supervisory positions
• Ability to grasp thorough understanding of product features to better serve customers
• Managed critical projects for governments & large organizations
• Hired & supervised team members, established project goals & timelines, assigned tasks & monitored progress
• Provide pro-active support services
• Prepared correspondence, reports, & manuscripts

2 years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity.