Murad Eqnaibi

Led the Customer Service & Technical Support department, overseeing service delivery to government and enterprise clients across the UAE.

Directed a team of support specialists, ensuring timely resolution of IT and application-related issues while maintaining high client satisfaction levels.

Managed the Service Desk operations, handling escalations, prioritizing incidents, and ensuring SLA compliance.

Provided hands-on technical support for hardware, software, and applications, including installation, troubleshooting, and system configuration.

Developed and implemented customer service procedures, training programs, and knowledge bases to enhance team efficiency and service quality.

Acted as the primary liaison with key stakeholders (e.g., Dubai Police, Emirates Health Authority, Abu Dhabi Center for Vocational Education and Training, Ministry of Interior, Mubadala Investment Company, Expo 2020), ensuring smooth communication and issue resolution.

Conducted user training sessions and workshops for government agencies, improving adoption of new technologies and applications.

Collaborated with cross-functional teams (QA, Development, Cybersecurity) to address recurring issues, improve product reliability, and enhance user experience.

Achieved 100% customer satisfaction rating on the Emirates Health Authority Service Desk for excellence in support.

Performed comprehensive quality assurance testing on applications, identifying defects and ensuring system reliability for government and enterprise clients.

Developed and executed test plans, test cases, and test scripts based on functional requirements and user needs.

Collaborated with project managers, developers, and support teams throughout the software development lifecycle (SDLC) to ensure timely defect resolution.

Conducted manual testing and system performance evaluations under various scenarios, recommending improvements to enhance stability and efficiency.

Implemented process enhancements and quality control measures that reduced human error and improved overall product accuracy.

Maintained detailed QA documentation and reports, providing clear insights to stakeholders on testing outcomes and product readiness.

Conducted regular security assessments and vulnerability testing on applications and IT systems, ensuring robust protection for government and enterprise clients.

Identified, reported, and coordinated the remediation of critical security vulnerabilities, collaborating closely with development and QA teams.

Implemented security measures, including multi-factor authentication (MFA), encryption protocols, and access controls, to safeguard sensitive user and organizational data.

Provided ongoing cybersecurity training and awareness to internal teams and government stakeholders, fostering a culture of security best practices.

Monitored systems for potential threats, conducted incident analysis, and assisted in developing mitigation strategies.

Ensured compliance with industry security standards and regulatory requirements, maintaining the integrity of all systems under management.