IT Support Coordinator
Dar Al-fikr Schools
Total years of experience :8 years, 10 Months
responsible for a demanding and rewarding variety of duties related to the development enhancement and delivery of web-base enterprise software system.
• Build secure, globalized software using standard design patterns
• Develop automated unit tests to verify code is working properly
• Deliver a scalable and maintainable system
• Follow software development best practices
• Provide technical input on specifications for projects and implementations
• Analyze; design; coordinate; and supervise the development of web applications
• Provide assistance to Testers and IT personnel as needed
• Document code consistently throughout the development process
Responsible for Hafiz MS CRM System:
• Monitors, plans, and coordinates the distribution of client/server software and service packs.
• Makes recommendations for new equipment and services to purchase and works with various vendors for procurement.
• Perform on-site and remote technical support.
• Assist in the organization and inventory of all hardware and software resources.
• Maintains excellent communication with the IT Manager on all tasks and projects.
• Creates and maintains good technical documentation.
• Provides emergency on-call support on a rotating schedule.
• Provide network and desktop support to over 400 users.
• Oversee network and server configuration maintenance and management.
• Perform all Backup activity and ensuring it is backed up on a regular basis using Backup Exec software.
• Providing IT support to computer users within the office
• Overseeing file management on centralized resource (i.e. File Servers, Virtualization Server, Citrix Servers and Application Server) or on individual workstations.
• Induct and train new staff on the computer systems and company policies
• Keeping inventory of hardware and maintenance records
• Ensuring all software is properly licensed and up to date
• Input into IT policies and development
Hafiz project Call center team leader: (customer services):
Managed the Call Center’s Floor perfectly in order to maintain high performance during my shifts.
Handled a Team Formed out of 35 Agents (Handled their Daily Performance, Calls Quality, Training…etc)
Reporting:
Managed The Call Center’s Daily Reports.
Had a great part in managing different tasks assigned by the IT Department.
Managed many different tasks assigned by Operations Management, Finance, IT, Training(Trainer: for customer services skills, hafiz knowledge and CRM) & HR Department.
Was granted the opportunity to represent the company in front of various clients along with the current clients.
Quality monitoring (quality assurance):
Handled a great part in Quality Assurance for Agents in order to enhance the Agent’s capabilities when dealing with a customer.
Had a great part in presenting many business cases in order to improve our service Quality.
Call Center, Customer Services and marketing
Microsoft: Telesales.
Adobe: Telesales.
For both:
I was calling the company and push them to use the original (Legal) programs.
I was following up with the partner, distributers and client.
I was doing the daily reports and sent it to Microsoft/adobe manager in KSA & Dubai.
I was following up with the lower the account which using pirated programs.
Belkin: Telesales & Markting.
It is a global brand but it doesn't have any partner or distributes in KSA. I was contacting the biggest distributers and partner in KSA and give them information and details about Belkin products. I was helping them to be a distributers and partner for Belkin.
- Perform first-level IT support-related activities on issues regarding the use of IT hardware and software, telephony, networks, wireless communications devices, printers, scanners, and all IT related equipment
- Responsible, for installing, maintaining, troubleshooting and fixing break downs of all IT related hardware and software
Extra for electronics: Customer service.
Alesaey for cars: Customer service.
Callem: Customer service.
For all of this:
I was received the questions and inquiry from the clients. After that, I was answer and handle all cases.
I was received the complaints from the clients. Then, I was trying to solve it by contact the branches manager.
I was making and sending the daily reports.
SAGIA (Saudi Arabian General Investment Authority): (senior) Customer service department:
I was calling the honor persons (Princess, ministers, the businessmen and the investors) to invite them to attend the GCF2010 (Global Competitiveness Forum).
Communicate with them and answer their questions and inquiry by phone and email.
I was making the daily reports and breakdown report for the inbound and outbound calls.
I help the client during all process in GCF website http://www.gcf.org.sa
Work with the Governor office, to arrange appointments.
Computer teacher for networks (Network +, CCNA) , graphics and programming diploma.
- Computer Teacher for Saudi and International courses.
- Perform first-level IT support-related activities on issues regarding the use of IT hardware and software, telephony, networks, wireless communications devices, printers, scanners, and all IT related equipment
- Responsible, for installing, maintaining, troubleshooting and fixing break downs of all IT related hardware and software
- Attends to all IT problems reported on the IT help desk in a timely and professional manner and agree on call-out time scales
- Logging and keeping records of users' queries
- Maintaining records of software licences
Excellent _First Class Honor