Mohamad Ramadan

1st level of contact for assisting important clients in the region such as Dubai Road Traffic Agency RTA, Health Authority of Abu Dhabi HAAD, National Center for Assessment in Higher Education NCA in Saudi Arabia. Assisting the project manager in several projects lifecycle including planning, executing, monitoring and control, and closing. The only pioneer of Pearson VUE computer based solution on the iPad by being involved in planning for the product, developing it, testing it at the client side, and training all RTA testing centers on using it and providing them with technical assistance. Providing high level of technical support and training to testing centers in the EMEA region on the computer based testing software, which includes software setup, configuration, installation, and troubleshooting. The troubleshooting includes working with several services such as Telnet, DNS, Windows Server components such as user accounts and permissions, user role assignment, registry editor, file sharing, workgroup and domain configuration, ODBC configuration, firewall and proxy settings. Travelling around in the region to prepare the lab environment and network setup, install the software, and train the clients. Improving the client chapter documents for clients and developing a standard policy at the organization to support the clients. Conducting User Acceptance Testing (UAT) sessions for different projects. Duties:
 Ensure a positive customer experience by providing oversight and management for customer support planning, operational and technical issues.
 Ensure Premier customers receive responses to phone/on-line requests within service level response times specified in SLA's and KPI's.
 Manage delivery of proactive and reactive services to customers.
 Working with the project manager on planning new projects for new clients such as NCA at Saudia Arabia, Tatweer in Egypt, Saudi Commission in Saudi Arabia. In addition to working on executing the project, travelling to clients to train them on the solution and providing them with ongoing technical support.
 Travelling in GCC and Middle East regions to client sites to help with installation, deployment, troubleshooting, training and maintaining relationships.
 Compiling procedural documentation and daily reports and incidents.
 Ensure computer hardware is safe & complies with health and safety legislation. Applying patches in accordance with company procedures.

Level 1 Client Services Support Dubai, UAE Dec 2010 to Feb 2011

Supporting Road Traffic Agency RTA and Health Authority Abu Dhabi HAAD on the computer based testing
software on a daily basis. In addition to performing setup and installation at several RTA sites in U.A.E., and training RTA employees and supervisors on using the software. Providing technical support to HP online
computer based testing candidates all over the world via chat and E-mail.

Supporting Road Traffic Agency RTA and Health Authority Abu Dhabi HAAD on the computer based testing software on a daily basis. In addition to performing setup and installation at several RTA sites in U.A.E., and training RTA employees and supervisors on using the software. Providing technical support to HP online computer based testing candidates all over the world via chat and E-mail.

Nattiq Technologies
Chief of Technical Support Department Dubai, UAE Sep 2004 to Dec 2010

• More than 7 years' experience in customer service and technical support management, interacting
directly with end users, managing employees, handling co-operation relationships with the

• Promoting products and presenting in seminars about company products and technologies all over the
Middle East.
• Responsible for managing, training and developing the technical support representatives at the company to provide a consistent, high quality, and pro-active support to the end users.
• Liaising and negotiating with external suppliers and internal I.T. teams, resolving customer enquiries and issues.
• Travelling on a regular basis across the GCC countries and the Middle East, for the purpose of training
end users and trainers on software and hardware adaptive technologies for the visually impaired. In
addition to installing software and hardware, solving customers' problems, and maintaining/repairing
devices.
• Traveling overseas to conduct meetings with the mother companies and receive training on different
products and technologies.
• Recruiting additional client services support representatives.

- More than 7 years’ experience in customer service and technical support management, interacting directly with end users, managing employees, handling co-operation relationships with the mother companies.
 Promoting products and presenting in seminars about company products and technologies all over the Middle East.
 Responsible for managing, training and developing the technical support representatives at the company to provide a consistent, high quality, and pro-active support to the end users.
 Liaising and negotiating with external suppliers and internal I.T. teams, resolving customer enquiries and issues.
 Travelling on a regular basis across the GCC countries and the Middle East, for the purpose of training end users and trainers on software and hardware adaptive technologies for the visually impaired. In addition to installing software and hardware, solving customers’ problems, and maintaining/repairing devices.
 Traveling overseas to conduct meetings with the mother companies and receive training on different products and technologies.
 Recruiting additional client services support representatives.

Shell Markets (ME) LTD
I.T. Support - Internship Dubai, UAE July 2003 to August 2003
Working in the I.T. department conducting daily support activities and assisting employees with any
encountered issues. In addition to attending training sessions on sales, technical support and marketing
strategies.

Working in the I.T. department conducting daily support activities and assisting employees with any encountered issues. In addition to attending training sessions on sales, technical support and marketing strategies.