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تم إلغاء حظر المستخدم بنجاح
مشاري الدوسري, IT Quality Assurance

مشاري الدوسري

IT Quality Assurance·Elm

المملكة العربية السعودية

دبلوم, Diploma Programmer

الخبرة العملية

مجموع سنوات الخبرة: 18 سنوات, 10 أشهر

IT Quality Assurance

أبريل 2017 - حتى الآن

Elm

الرياض، المملكة العربية السعودية

أبريل 2017 - حتى الآن

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

Shops Systems Development Specialist

أكتوبر 2014 - أبريل 2017

zain.sa

الرياض، المملكة العربية السعودية

أكتوبر 2014 - أبريل 2017

To Design and implement new solutions to improve Operations at shops and knowledge of Retail Supporter team and achieve Support Center KPI

Handle Retail Requirement on Sales Application and sales hardware.
Enhance shops System Development
Enhance Shop & POS Process and Procedures
Design and implement Retail intranet

Business Service Management (BSM), manage projects for create, revamp & replacement shops.
Work closely with IT Infrastructure ( Systems, Database, Application support, Hardware, Architects ...) and Networks Connectivity ( Coverage, slowness, down shops, Fluctuating signals, ... ), Facilities, plan and implement complex, technical monitoring solutions.

Sales Application’s Development:

• System Development & Implementation.

• Performing UAT and BSIM.

• Developing the system process.

• Remedy Development & Monitoring.

• Create & Manage Portfolios ( Prices Stock Inventory management, And item creation ).

• Handset Mobilization.

• Using DBS (MySQL) for queries.


Sales Application’s Improvement:

• System Improvement.

• Enhancing the system process.

• Remedy Enhancing, Monitoring, Improvement.

• Sales intranet enhancement & Updates.

• Enhance main application to support non zain products, mobile handset, BB and MBB devices, ... .

• Ongoing System Support to our Partner.

مجال الشركة:
الاتصالات والشبكات
الدور الوظيفي:
الخدمات المساندة

Support, Retail Sales Principal Officer

فبراير 2013 - سبتمبر 2014

Mobily

الرياض، المملكة العربية السعودية

فبراير 2013 - سبتمبر 2014

Typical activities for (Support, Retail Sales Principal Officer) generally include:

•listening to customer requirements and presenting appropriately to make a sale;
•maintaining and developing relationships with existing customers in person and via telephone calls and emails;
•cold calling to arrange meetings with potential customers to prospect for new business;
•responding to incoming email and phone enquiries;
•acting as a contact between a company and its existing and potential markets;
•negotiating the terms of an agreement and closing sales;
•gathering market and customer information;
•representing their company at trade exhibitions, events and demonstrations;
•negotiating on price, costs, delivery and specifications with buyers and managers;
•challenging any objections with a view to getting the customer to buy;
•advising on forthcoming product developments and discussing special promotions;
•creating detailed proposal documents, often as part of a formal bidding process which is largely dictated by the prospective customer;
•liaising with suppliers to check the progress of existing orders;
•checking the quantities of goods on display and in stock;
•recording sales and order information and sending copies to the sales office, or entering figures into a computer system;
•reviewing your own sales performance, aiming to meet or exceed targets;
•gaining a clear understanding of customers' businesses and requirements;
•making accurate, rapid cost calculations and providing customers with quotations;
•feeding future buying trends back to employers;
•Supporting any technical issues between customers and IT.
•attending team meeting and sharing best practice with colleagues.
• Acting leader sometimes .

مجال الشركة:
الاتصالات والشبكات
الدور الوظيفي:
المبيعات

Technical Support & Analyst II

فبراير 2009 - فبراير 2013

Mobily Company

الرياض، المملكة العربية السعودية

فبراير 2009 - فبراير 2013

IT department - Consumer & Corporate Technical Support (Acting team leader) at Mobily
• Handling incoming technical issues via the service requests phone / e-mail promptly and effectively within SLA (service levels agreements) scope
• Develop and deliver Training and awareness Programs for business users.
• Coordinate and work with teams (both IT Department and User teams)
Team work
• Handling critical functions that go across all operational areas.
• Investigating and analysis the technical issues and assigned with details to AOA (applications operation administration) through Remedy tickets and emails.
• In-depth knowledge of Siebel application (Sales orders, Queries, Service request, Activation orders, MNP orders).
 Line Services.
 GPRS & 3G Services.
 VAS Services.
 IVR & USSD issues.
 CRM Application, Portal, and BSL (Business Service Layer) Support.

• Ensuring the system availability and managing team working 24/7
• Follow up with high priority through to closure.
• Classification with priority for global issue and their impacts for customers and users.
• Escalating technical issues where necessary to senior managers.
• Keeping users for any updates and progress.
• Preparing daily progress reports.
• Ensuring that all technical service requests details are closed with resolutions from our side to end user.
• Provide troubleshooting and support for any new product.

مجال الشركة:
خدمات تكنولوجيا المعلومات
الدور الوظيفي:
تكنولوجيا المعلومات

Contact Center Representative

سبتمبر 2007 - فبراير 2009

Mobily comany

الشرقية، المملكة العربية السعودية

سبتمبر 2007 - فبراير 2009

I was employee “Contact Center Representative” at customer care department (Call Center) in Mobily Company.

مجال الشركة:
الاستعانة بالمصادر الخارجية لخدمة العملاء
الدور الوظيفي:
خدمة العملاء ومركز الإتصال

التعليم

College of Telecoms & Information

ديسمبر 2006

ديسمبر 2006

دبلوم، Diploma Programmer

المملكة العربية السعودية

1- Java Programming 3 levels. 2 - Introduction to hard-ware and software level one. 3 - Design Web pages one level. 4 - JavaScript programming one level. 5 - PHP Programming one level. 6 - Oracle SQL. 7 - Oracle Devloper. 9 - Oracle programing. 10 - Users Maneger. 11 - Computer Mathematics one level. 12 - General Mathematics one level. 13 - General English one level 14 - English Language specialty in computer two levels. Note: It is learned that each level duration of 4 months.

Skills

Technical Issues
Expert
Technical Issues
Expert
Sales Support
Expert
Sales Support
Expert
Quality Analysis
Expert
Quality Analysis
Expert
Quality Systems
Expert
Quality Systems
Expert
Reporting Systems
Expert
Reporting Systems
Expert
• Good at English language (Reading, Writing and Speaking).
Intermediate
• Good at English language (Reading, Writing and Speaking).
Intermediate
• Excellent computer skills.
Expert
• Excellent computer skills.
Expert
• Ability to work in both individual and with work team
Expert
• Ability to work in both individual and with work team
Expert
• Ability to carry over job stress and responsibilities
Expert
• Ability to carry over job stress and responsibilities
Expert
• A good working knowledge of all levels of CTS
Expert
• A good working knowledge of all levels of CTS
Expert
• Knowledge of all Microsoft office applications and operating systems.
Expert
• Knowledge of all Microsoft office applications and operating systems.
Expert
• Excellent customer service skills.
Expert
• Excellent customer service skills.
Expert
• Excellent knowledge in system workflow.
Expert
• Excellent knowledge in system workflow.
Expert
• Making awareness meetings for users if needed.
Intermediate
• Making awareness meetings for users if needed.
Intermediate
• Experience of working as user for all application systems (Siebel, ERP, Remedy, BMS, mGate, DMS, O
Expert
• Experience of working as user for all application systems (Siebel, ERP, Remedy, BMS, mGate, DMS, O
Expert
• Ability to work shifts and weekends - occasional overtime / overnight.
Expert
• Ability to work shifts and weekends - occasional overtime / overnight.
Expert
Technical Issues
Expert
Technical Issues
Expert
Sales Support
Expert
Sales Support
Expert
Quality Analysis
Expert
Quality Analysis
Expert
Quality Systems
Expert
Quality Systems
Expert
Reporting Systems
Expert
Reporting Systems
Expert

اللغات

الانجليزية

متوسط

العربية

متمرّس

التدريب و الشهادات

التدريب
Fundamentals for Business Analysts (Siebel 8.0) Ed 2 PRV
Oracle university
Feb 2010
Communication Skills workshop – 16 hours
Optimiza Academy
Nov 2009
English language 5 courses – 6th level - 400 hours
Al-Jazirah Academy
Jun 2009
Training course graduates for the labor market
College of Telecom and Information
Mar 2007
Diploma applied of Computer
The Ministry of Education - Riyadh
Jan 2000
Breakthrough to success
Dale Carnegie Training
Mar 2008
2 English courses – second level -80 hours
The Horizon Institute for English language
Aug 2003
Support Center Analyst
HDI of leading IT service & support
Apr 2009