Nyna David

a global industry leader delivering state-of-the-
art projects and solutions across its high-performance sectors including: General
Contracting, Engineering, Rail & Infrastructure, Oil and Gas, Water and Wastewater
treatment. Through our operations, we provide integrated design, smooth
functionality and efficiency from start to finish. From Infrastructure Development,
Waste to Energy, Data Centers Development, Mechanical Electrical and Plumbing
(MEP) to Renewable Energy, Drake & Scull continues to be at the helm, driving the
market forward through our people, passion and innovation for more than 135 years.
JOB RESPONSIBILITIES:
- Administration of all DSI subsidiaries’ telecommunication; DU and Etisalat
bill reports to be submitted to Finance for payments.
- Manage and collate required data for monthly reports, dashboard for the
local office and the regional teams.
- Monitoring and carrying out analysis of telecommunication reports, usage,
change and variations in the plans etc. and providing timely input to
optimize service levels and costs.
- Identify or follow up of unwanted connections as cost-saving incentives.
Ensure that unwanted connections/ charges are addressed properly.
- Keeping up to date with all DSI policies and procedures and ensure that all
contractual relations are governed within the guidelines.
- Providing follow up action and managing requests and contracts for
telecommunications.
- Ensuring that relevant internal departments are communicated of any
changes to the terms of contract and the impact of the service providers
offers.
- Address any concerns raised by internal clients, investigate and take
corrective action with the relevant vendor to resolve the concerns.
- Blackberry Unified Enterprise Mobility/ Mobile Device Management Server
Administrator.
- Raise and monitor IT material requisitions through ERP.

Support the department secretary/ IT service desk operations when
required.
- Logging the issue on Helpdesk System and ERP System by creating ticket
(by phone/by email).
- Assign technician to support/manage the fault raised in Helpdesk System.
- Extracting /exporting helpdesk report every Sunday for the weekly meeting,
or if required to do so.
- Monitoring / Follow-up all the pending issue’s (open issue/ tickets)
- Arrange the repair of Smartphones issued to the users by sending them to
the company’s authorized service center.
- Raising and monitoring the MR status for IT Assets / Requirements for new
sites through ERP System.
- Generate Weekly Report Material to be presented in Weekly Meeting
(Helpdesk Ticket Report, AM System Report, ERP Approvals, and SRV
Input).
- Collate Monthly Dashboard Updates from all areas by communicating to
other IT Dept. Areas (Email Account Users, Software Count, Annual Leave
Update, and Telephone Cost Analysis).
- Daily Timekeeping through ERP.

- Assists Product Support Team in scheduling and designing training programs and activities.
- Determines deficiencies of Call Centre in terms of product knowledge and develop ways to address these concerns.
- Participates in giving feedback to other Product Support employees to assist them in improving their training skills.
- Assists Product Support Team in designing online forms for use by the Call Centre.
- Receives and documents telephone calls and written correspondence regarding adverse responses, complaints, and any questions regarding product usage:
- Develops professional documents to answer technical product questions.
- Provides Linksys Live Chat technical support to clients from North America and Canada. With an average of 35 chats per 8 hour shift.
- Handles skill 4 devices like VPN routers, cable gateway routers, print servers, wireless adapters, wireless cameras, Music Bridge and storage devices.
- Provide guidance and assistance to 1st level technical support agents.
- Handles customer complaints accordingly and ensures customers satisfaction.
- Provides technical support to Linksys clients from North America and Canada (initial setup of routers, wireless adapters, modem, and some specialty networking devices).
- Conduct reviews of assigned organizational and functional activities in order to evaluate the adequacy and effectiveness of management.
- Review the systems established to ensure compliance with policies, plans, procedures, laws and regulations which would have a significant impact on operations.
- Handles information request of the clients.
- Files and retrieve documents.
- Providing day to day reports, information to the immediate superior.

Provide guidance and assistance to 1st level technical support agents.
- Handles customer complaints accordingly and ensures customers
satisfaction.
- Provides technical support to Linksys clients from North America and
Canada (initial setup of routers, wireless adapters, modem, and some
specialty networking devices).
- Conduct reviews of assigned organizational and functional activities in order
to evaluate the adequacy and effectiveness of management.
- Review the systems established to ensure compliance with policies, plans,
procedures, laws and regulations which would have a significant impact on
operations.
- Handles information request of the clients.
- Files and retrieve documents.
- Providing day to day reports, information to the immediate superior.

orders, etc.).
- Logs visitors, incoming call and fax messages.
- Prepares and files answers inquiries. Drafts and furnishes correspondence.
TRAININGS
ATTENDED
MANAGING PERFORMANCE AND EXCEEDING EXPECTATION;
DRAKE AND SCULL INTERNATIONAL - APRIL 2012
BUILDING ASSERTIVENESS AND CONFIDENCE;

Assists Product Support Team in scheduling and designing training
programs and activities.
- Determines deficiencies of Call Centre in terms of product knowledge and
develop ways to address these concerns.
- Participates in giving feedback to other Product Support employees to assist
them in improving their training skills.
- Assists Product Support Team in designing online forms for use by the Call
Centre.
- Receives and documents telephone calls and written correspondence
regarding adverse responses, complaints, and any questions regarding
product usage:
- Develops professional documents to answer technical product questions.
- Provides Linksys Live Chat technical support to clients from North America
and Canada. With an average of 35 chats per 8 hour shift.