Computer Engineer
Royal Al Reef Stables (H.H.Shiekh Tahnoon)
Total years of experience :19 years, 4 Months
IT Support / Computer Engineer Apr-2014 to Present
The Royal Al reef Stables (H.H.SKH Tahnoon) Abu Dhabi, U.A.E.
Providing computer support, analyst and administrative, training services. Company is a government sector employing 600 people approx. nationally.
Problem Solving
• Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions.
• Installed and trouble shot software including Microsoft Windows XP, Outlook XP.
• Saved money by repairing computers, printers and copiers by replacing drives and other parts versus outsourcing for expensive repairs.
Training
• Upgraded computers from Microsoft Office 2000 to Office XP and trained end users on new software changes and additions.
• Improved staff productivity and reduced outside training expense by conducting in-house software training.
• Focused on teaching staff dozens of short cuts for basic repetitive tasks, including setting up personal address books and public folders throughout the network.
• Conducted new hire orientation when office grew from 2 people to 30 people.
• Covered topics such as E-mail procedures, electronic timesheet completion and computer policies.
• Utilized my previous experience and contacts on field.
• Successfully closed 2 deals individually and 5 with external agent sharing.
• Familiar with municipality and Abu Dhabi Lands Authority rules and regulations.
• Dealt with Commercial properties Owners / Renters in UAE
• Assist clients with property sales and development
• Hold open house inspections, instructing clients on best practices for selling success and liaising between renters/owners and prospective buyers for property inspections
• Maintaining and liaising with clients, building relationships with clients to encourage returning business
• Coordinate property closings and overseeing document signing
• Analyze market trends to determine competitive market prices
• Gained Training and Negotiation skills related to sales/leasing for Commercial properties in Abu Dhabi.
• Successfully listed and got exclusivities for properties.
• Successfully closed 3 major commercial deals, individual within Abu Dhabi.
Directed two departments with combined staffs of 13 on-site and seven off-site professional Account Managers, Trainers, and Technical Writers. Position was considered a corporate officer and reported to the Director of Account Management and Client Training.
• Assisted with the development and implementation of the firm's service strategy, defined new processes to achieve objectives, and led cross-functional project teams to facilitate continuous improvement and industry benchmarks.
• Monitored issue resolution and analyzed data to detect trends deserving escalation. Worked with senior management and Operating Committee to resolve escalated issues.
• Worked with Regional Sales, Conversion Management, and IT to develop client training content and determine the best delivery methods based on clients' business practices.
• Defined and implemented internal programs to maintain a high level of knowledge and expertise among training staff to increase efficiency.
Achievements
o Developed solutions as part of quality management team
o Developed ideas for Training and Development
o Excel at organizing, coordinating, and managing projects
o Evaluated programs in marketing, productivity, and customer support. Made recommendations to company executives
o Technically oriented - resourceful in problem solving and strategic planning to alleviate problems
Supervisor, Customer Service June-2008 to Nov- 2010
• Directed team of up to 20 CSRs to exceed service expectations
• Initiated actions to insure optimal response times and service levels; handled escalated matters; approved credits
• Analyzed team and individual statistics; prepared reports; devised and implemented incentiv• Assisted team with escalated issues; employed solid negotiation skills to save accounts
• Developed Relations Retention training procedures
• Point-of-Contact for department manager; assisted with training and scheduling
• Served on Culture for Success team; developed PowerPoint presentation and facilitated team report to Regional Board of Directors and President of Northeast Region regarding Vantage's core value of integritye programs to improve stats while maintaining QA
• Provided performance coaching and implemented strategies for career development
• Trained team and peer supervisors on new products and policies
• Provided solutions to software and routine hardware problems, as well as ongoing instruction
• SWAT team manager; Team Leader for Family Share Committee
Customer Services Representative Oct-2004 to Apr-2008
Performed all aspects of customer support, including answering telephones, coordinating special promotions, and providing details for products and services. Resolved Council Tax & Housing Benefits billing questions and disputes, initiated customer calls, and performed data entry.
• Calm unsatisfied callers, repair trust and design best option solutions.
• Make service changes, recommend service options and schedule installations for phone, fax and computer lines.
• Provide detailed and accurate accounts of customer calls for prevention of future audit issues that consistently meet supervisor expectations.
Achievements
o Nominated as Best "Customer Service Provider" in 1 year.
o Designed, developed and implemented Rota system and Customer Comment Card templates (for Feedback / Comments).
o Developed solutions as part of quality management team
Diploma in Computing.
Bachelors of Business Admin (Management)
Diploma in Business Administration.
