Products Analyst
Intigral - United Arab Emirates
مجموع سنوات الخبرة :14 years, 4 أشهر
Own the business QA and customer support and relationship management for Dawri Plus and other sports products
• Own the business QA ensuring all the sports digital products are performing properly across the different product verticals and platforms (web, IOS, Android), including content quality, product features and functionalities
• Responsible for flagging abnormal product/feature behavior, content unavailability (e.g., streaming, data overlays) or content misuse to the respective stakeholders within the organization
• Own the business operation and QA for Dawri Plus live stream (accessibility, video streaming, overlay, timeline, player names, etc…)
• Produce reports on relevant moderation statistics, issues and outcomes and communicate the different issues to stakeholders
• Manage users’ feedback and customer support across all the product platforms including website, mobile app, OEM stores, and social media
• Managing users' comments, providing feedback to users, moderation, and handling Customer Care.
• Produce weekly report highlighting the most notable/relevant customer feedback items and share to respective stakeholders across the organization. Identify key action points that should be handed over to product and Ops teams
• Maintain the Moderation Guidelines and ensure they are up to date
• Community management, processing emails and complaints, escalating when necessary
• Monitor effective benchmarks for measuring moderation and UGC volume, and analyze, review, and report on effectiveness of moderation policy
• Regularly raise feedback insights gained from users support moderation
• Assist content and social media teams with the day to day operational activities as well as help introduce new content offering and ideas
• Work with Dawri Plus product and business team to define product roadmaps as well as involvement in product sprint reviews
• Work with Dawri Plus product marketing team to execute marketing and communication plans across services and platforms
• Support the content team on on-boarding for CMS and other new features released by product team where a training is needed or a manual required. In charge of understanding the Modus Operandi and communicating/training to the persons in charge across the organization
• Project Management all one-off Live events available on Dawri plus (e.g., WWE, STC soccer school, Saudi National Team, etc…) by coordinating with the different internal stakeholders (brocast engineering, video ops, content, social media, etc…)
• Responsible for all the (a) Terms and Conditions (b) About Us sections of Dawri Plus as well as providing all the information and meta-data for updating the Dawri Plus sections on each of Intigral and STC websites
• Providing editorial input and support in drafting the articles template as part of Artificial Intelligence (AI) generated articles
• Daily coordination with Dawri Plus 3rd party partners (e.g., Sarmady and EPA )
• Provide the copyright text to Product Development/Technology team for all the new features/products and services that are released as part of Dawri Plus roadmap
• Raising all sports product Team PRF's
• Assisting Dawri plus gaming with all needed marketing activities, and coordinating with different units (content; social media, creative, etc…)
• In charge of business UAT sign off to the QA team for any D+ new release
• Preparing and executing the ‘special projects’ marketing plans (i.e., Road to 1 million, Short-Code, Gaming)
• Manage the sport anti-piracy team and activity
• Creating and providing weekly reports about Dawri plus performance to Intigral Sales team and STC Mobility department
Attend end user calls and provide required services, in coordination with appropriate IT resources.
Maintain an online knowledge base of solutions provided.
Follow-up and track user requirements and ensure delivery of right services.
Maintain all needed documentation of items, delivery, stock, and related support issues.
Carry out installation, repair and servicing of computers and associated equipment.
Provide input on matters associated with site preparation and installation of large computer systems.
Assist with monitoring live chat and answering support tickets
Provide telephone support to key accounts
Troubleshoot and document bug tickets, coordinating with Product and Engineering teams to resolve
Onboarding and training of new customers
Develop and maintain client relationships with new and existing users
Understand and communicate application features and product information for new releases and updates
Attend help desk calls related to his accounts.
Maintain the Windows server infrastructure (DHCP, DNS, DFS, etc) and the account management (Active Directory)
Deploy new servers when required, propose solutions for infrastructure evolutions
Apply Corporate IT policies to the configuration of the OS, the
services, server room, connectivity and security
Provide IT support for desktop, laptop, copiers, internet connectivity, networking, IP PABX, mobile device management
Provide support for online services (Office 365, corporate applications)
Prepare computers for new users.
Maintain IT Inventory up to date, along with user signed
Documents.
Manage local IT procurement.
Social Media Specialist
Responsibilities:
Build and execute social media strategy through competitive research, platform determination, benchmarking, messaging and audience identification
Generate, edit, publish and share daily content (original text, images, video or HTML) that builds meaningful connections and encourages community members to take action
Set up and optimize company pages within each platform to increase the visibility of company’s social content
Moderate all user-generated content in line with the moderation policy for each community
Create editorial calendars and syndication schedules
Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information
Collaborate with other departments (customer relations, sales etc) to manage reputation, identify key players and coordinate actions
increase the traffic to our website and social media
google AdWords research
Test computers to ensure proper functioning of computer systems.
Train end users on usage of computer hardware and software
Develop and manage effective professional working relationships with contractor personnel, co-workers and clients.
Troubleshoot SQL Server service outages as they occur, including after-hours and weekends
Install and configure new SQL Servers
When performance issues arise, determine the most effective way to increase performance including hardware purchases, server configuration changes, or index/query changes
Adhere to policies as per corporate manuals and directives
Extend computer support for systems’ software and hardware
Setup computers and install software for various applications and programs
Interact with staff on desktop problems and their resolution
Network and connect computers within organization to better communication.
Order or buy computer systems and liaise with purchase and supplies department.
Maintain computer peripheral devices like printers and resolve associated problems.
Real soft, Masqat-Oman
Installing and configuring computer hardware operating systems and applications;
Monitoring and maintaining computer systems and networks;
Talking staff/clients through a series of actions, either face to face or over the telephone;
Troubleshooting system and network problems and diagnosing and solving hardware/software faults;
Replacing parts as required;
Providing support, including procedural documentation;
Following diagrams and written instructions to repair a fault or set up a system;
Supporting the roll-out of new applications;
Setting up new users’ accounts and profiles and dealing with password issues;
Responding within agreed time limits to call-outs;
Working continuously on a task until completion (or referral to third parties, if appropriate);
Prioritizing and managing many open cases at one time;
Rapidly establishing a good working relationship with customers and other professionals (e.g., software developers);
Testing and evaluating new technology;
Conducting electrical safety checks on computer equipment.
Trainer ICDL “ international computer drive licenses “ including
Microsoft office suite ( Word, Access, PowerPoint, Outlook, Excel ) 2010
Typing skills
Windows skills
Computer maintenances
For Jordan Arab Kuwait bank staff
Prepare a training plan
Coordination of courses and exams
Assessment of trainees to determine their level
given an advice and support to students
The establishment of courses in both Arabic and English
Design and organize the system network
Assigning routing procedures and configurations
Will have to assign IP addresses to the various devices that are connected to the system network
debug problems that are related to the network
router and server configuration
staff
Prepare a training plan
Coordination of courses and exams
Assessment of trainees to determine their level
given an advice and support to students
The establishment of courses in both Arabic and English
Design and organize the system network
Assigning routing procedures and configurations
Will have to assign IP addresses to the various devices that are connected to the system network
debug problems that are related to the network
router and server configuration
GRADUATION PROJECTS
The project designed to develop a tourism site in the Middle East.
Its contains three types of application :
Windows applications using VB.net 2008
The main objective of the desktop application CMS “CONTENT MANAGEMENT SYSTEM“ is the ability to edit and view the database that will help to control the whole information in friendly-user interface with all required controls.