Client Service Manager
New York University Abu Dhabi
Total years of experience :9 years, 3 Months
This role involved me solely managing the Etisalat & Du
accounts for the New York University in Abu Dhabi. I was responsible for establishing and keeping a
productive, professional relationship with 3rd party vendors, resellers such as Axiom, and network carriers.
Responsibilities included preparing SIM Cards for newly onboard clients, Migrating/Transferring SIM Cards
from Corporate to Consumer accounts, Managing and maintaining the Party ID accounts for the university.
Advising on corporate Etisalat phone plans, termination and ceasing of account numbers of off board clients.
In addition, I was responsible for Analyzing complex business problems and processes using data and
information from internal stakeholders and external sources to provide insight to decision-makers regarding
the MDM Solution. Expectations were to Identify and interpret trends and patterns in processes to locate
bottlenecks and thus streamlining the business processes for a quicker turnaround.
I provided program support to improve operational efficiency, consistency and compliance in the support of
the organization’s mobile device management solution, also consistently updating business practices and
processes where needed.
This role involved being responsible for customer support and after-sales activities in support of our Carriers and Distribution partners.
This included overseeing the execution of and adherence to the reverse logistics policies and procedures agreed upon in a commercial sales agreement with regards to warranty obligation as well as agreed upon goods and services associated with non and out of warranty repair/service.
In addition, I was acting as the interface and principal contact for a group of carriers/partners and became an advocate for their business needs and support issues. I was responsible for support readiness and post launch support improvements, as well as account and escalation management. Also I was highly proficient in data analytics with the ability to aggregate raw data for analysis and, with a high degree of skill, extract from that data information to support business proposals, refute a business claim, or identify the cause of a finite or broad business result.
I was responsible of general accounting practices and business finances with the intent of ensuring that the financial health of our customer portfolio is meeting company expectations. Focusing on the management of costs with the partners and a view of reducing costs via the support model wherever possible while still maintaining customer satisfaction levels. This means
making sure the carriers have the appropriate tools to support our products, pushing the support closer to the customer with a focus on returns prevention.
This role involved me being part of the Escalation Team. As an Analyst, my primary goals were to provide exceptional technical leadership, act as an escalation point for the Specialists and Network Carriers and Partners. I had to utilise my cognitive and technical troubleshooting skills to help solve technical problems. Others see me as a mentor, and appreciate both my approachability and my ability to transfer knowledge to them in a positive, supportive fashion. In addition to direct mentorship, knowledge transfer by authoring knowledge documents, providing on the job training.
I attend the Gitex Technology Week event in Dubai annually, I solely support and assist on the BlackBerry Technical Help Desk, resolving and advising on all issues.
I provided onsite customer training to clients such as Vodafone UK, Hutchinson 3 UK, and EMS/Axiom in Dubai, regarding all aspects of the BlackBerry solution.
My responsibilities included: Provided implementation, integration, testing, and ongoing support of Blackberry Enterprise Server 5 & 10 (including BES for Office 365) for the Exchange environment. Ability to identify and resolve problems affecting messaging systems performance, efficiency, and availability in a timely manner Troubleshooting BlackBerry, Android, IOS within BES 10 using BDS & UDS Troubleshooting Microsoft Exchange ActiveSync messaging issues. Reviewing recorded calls to provide feedback on the Specialists technical ability Approving knowledge base articles internally and externally Attending team meetings as a technical resource Taking escalations from the Specialists to resolve via advanced troubleshooting or escalating to development teams. Resolving VIPs, Celebrities, and CEO’s BlackBerry issues in a timely manner and changing a negative experience into a positive satisfactory experience. Under time constraints, my ability to collate research findings from multiple sites to find one root cause was essential.
This role involved being part of the BlackBerry Partner Technical Support team. I was responsible for assisting a variety of BlackBerry clients and network carriers by troubleshooting the BlackBerry Smartphone, BlackBerry Enterprise Server software, and all applications relating to the BlackBerry Solution. The products are global, making the clients global.
In this role I would walk the Administrators through troubleshooting steps to resolve a variety of functionality, environmental and software issues. As the escalation point for our carriers, this role provided the opportunity to work through issues, utilize my technical skills, and see it through to a resolution.
I was primarily responsible for providing highly effective, efficient and professional support by troubleshooting BlackBerry technical issues, researching solutions utilizing ticketing software, Microsoft Outlook, and various internal and external knowledge-based systems.
My responsibilities included:
Collecting information and performing initial troubleshooting of Desktop, handheld, BlackBerry Internet Service & BlackBerry Enterprise Server 5 & 10 inquiries (resolving approximately 95% of all inquiries). Providing world class support and instilling client confidence while working on an incident, as well as when resolution is unknown. Leveraging both internal and external knowledge based systems for assisting clients. Escalating when necessary to the appropriate escalation channels or vendors. During my back-line time I provided additional support through coaching, shadowing, knowledge sharing to new hires into the team.
This involved a shift-based role operating in a data centre on a 24x7x365 basis. It required knowledge of working in a multi platform operational environment and monitoring workload, backup and environmental conditions. Other responsibilities included: supporting Microsoft based infrastructure solutions such as Active Directory, File servers, printer servers, Server builds, Hardware Installations and server decommissioning. Furthermore I was Responsible for Attending customer work environment and troubleshooting issues related to IT infrastructure, end-user hardware including desktop and laptop PCs, printers and handheld / mobile devices.
I was also responsible for configuring and maintaining network and IP-based devices, such as Cisco VoIP phones, software (Windows operating systems, Microsoft Office Suite and the company's corporate approved third party programs. In addition I was also responsible for applying software patches / upgrades and assisting users in accessing company's business systems (Hardware / Software).
This involved Penetration Testing of client networks, including external testing across the internet, internal and application based testing. Testing stages required us to analyse the targets looking for design weaknesses, vulnerabilities and technical flaws. Essentially, I had to break into or reverse engineer code in networks or applications before a malicious hacker, and then provide the client with a comprehensive report for both a management and technical audience. A reasonable amount of time was spent reviewing security vulnerabilities and new technologies to establish how they will affect clients and explaining their impact in terms of business risk.