Lubna Alkhatib

Information Technology Field
• Answer calls and emails at help desk to assist customer with basic support, bug fixes and configuration issue and escalate higher level issues to appropriate teams.
•Use remote access tools to identify sources of certain customer issue(Including ConnectWise and LogMeIn).
• Working with other support teams, including third party vendors, to ensure timely resolution of all incidents while adherence to Service Level Agreement (SLA) requirements.
•Administrate customers’ exchange servers and Office 365 admin portals and applications.
•Manage customers’ Active Directories and assist with any changes on these directories.
•Administrate customers’ email filtering systems (including Mimecast and Fusemail).
• Handling Change Requests from assignment till delivery following best change management practices and methods.
•Ensure proper monitoring of the solution deployed in the datacenter (servers, network, VoIP).
•Create and/or Update technical documentation for procedures or diagrams.
•Accept and log user calls (in the IT Incident Management System) and provide resolutions (utilizing the IT Knowledge Base) to users by telephone, email, or remote tools in accordance with service standards.

3D Technology Field
SimLab Soft, is a 3D technology company, providing a complete visualization solution for architects and mechanical engineers. I have been dealing with top-level clients in the US and EU, such as; P&G, Disney, Adidas, NASA and many others. My tasks in the company are below:
• Develop solutions to help customers adopt complex business features.
• Meet or exceed targets for customer and/or feature spend adoption.
• Work closely with marketing, merchandising, business development, customer service and other key internal SimLab stakeholders.
• Maintain proactive, regular contact with accounts to maximize their success throughout the customer lifecycle.
• Discover and analyse gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps.
• Build and maintain strong, long-lasting customer relationships.
• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors.
• Communicate consistently with clients throughout the customer lifecycle, escalating important issues where needed.

•Resolve customer issue by investigating problems; developing out-of-the-box solutions; preparing reports; making recommendations to management.
•Monitor all assign cases for customer support and update all activities on company tracking system.
•Assessing customer requirement and ensuring that these are met.
•Setting customer service standers and investigate customer complaints and non-conformance issues.
•Plan, conduct and monitor testing and inspection of product to ensure finished product quality
•Investing, specifying and setting standards for quality of the final product.
•Building CRM system to support the customers and increase the profit.
•Overseeing direct communications with customers through the CRM.

•My internship was in the supplies and purchasing department (foreign and local purchasing) the program includes studies section, logistic, inventory planning and control, insurance and clearance. During my internship I learned the following:
•Analyze quantities and specification required from mines and compares it with previous years and safety stock levels.
•Responsible of taking purchase orders and send these orders as quotations to companies.
•Find suppliers who provide the company of required material and negotiate with them to reach the optimum result.
•Evaluate suppliers based on price, quality, and delivery speed.
•Organizing shipment with the certified company.
•Coordinating drivers, vehicles, loads, and journeys.