Muhamad Fouad Achram

Elevator Expert (Quality Check Engineer) at TÜV Hessen

• Germany - Frankfurt am Main
• My current job since January 2016

Customer Service Engineer at HUAWEI

• Kuwait - Al Kuwait
• October 2012 to June 2013

Project: Kuwait Telecom Company (VIVA):
Kiosk Project Team Leader (Quick payment NCR Machines)
Guiding, organizing, supporting team members.
Analyzing and troubleshooting all kind of software and Hardware problems.
Weekly reporting for kiosks Health.
Keep in touch with second line support for any critical issues.
Coordinate with MS windows team to install the ForeFront client at some machines and to assure the right polices are applied.
Coordinate with application team to check the transactions flows are OK.
Coordinate with the kiosk Data network provider ( MADA ) to install new sites in order to provide the data line, and to assure that the connectivity is stable 24/7.
Give training to VIVA-Customer Service Representative for Kiosk troubleshooting.

Call Center Applications Analyst
Responsible of “speechLog”(Database + application).
Keep in touch with Globitel Company Support, to satisfy Customer needs for any problem or CR regarding these applications.
Keep in touch with IPCC system Engineers in order to apply the correct data on WorkForce Management.
Sending weekly report about the incoming calls health.
Work hand to hand with IPCC Engineers to improve the Quality of Call Center applications.
Give a presentation for VIVA-Quality Assurance about SpeechLog & WFM workflow.
SpeechLog : application for recording, storing and sorting phone calls.

Service Desk Engineer
Level 1 support for customers.
Analyzing all kind of software problems and fix it.
Stand by 24/7 to support the HQ, Call Center and all the branches (6 branches).
Responsible for Call Center Health (keep all software and hardware up).
Keep in touch with Second Line support in order to troubleshoot all critical problems.
Responsible of Antivirus software for all PCs and laptops.
Give training for new joined members about the workflow, priority, and providing best services to Customer

Customer Service Engineer - Kiosk Project team leader at International Turnkey Systems (ITS)

• Kuwait - Al Kuwait
• February 2010 to October 2012

Project: Kuwait Telecom Company (VIVA):
 Guiding, organizing, supporting team members.
 Analyzing and troubleshooting all kind of software and Hardware problems.
 Weekly reporting of kiosks Health.
 Standing 24/7 for +50 Kiosks around the country.
 Keep in touch with second line support for any critical issues.

Customer Service Engineer at Internationa Turnkey Systems

• Kuwait - Al Kuwait
• September 2008 to February 2010

Project: Kuwait Telecom Company (VIVA):
- Supporting Head Office, +7 Branches and Call Center in order to assure the healthy operating of computers, printers and the related applications.
- Kiosk project (Quick payment NCR machines) support Engineer.
- Call center customer applications support Engineer.

Windows administrator at Syria Group

• Syria - Aleppo
• February 2006 to July 2007

 Responsible of Active Directory.
 Responsible of Exchange Server.
 Analyzing Domain Accounts problems and fix it.
 Standing 24/7 for any soft- or hardware problems.