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salih khalid, Service Manager

salih khalid

Service Manager·Motrex Middle East - MME

United Arab Emirates

Diploma, CCNP

Work experience

Total years of experience: 19 years, 9 months

Service Manager

May 2015 - Present

Motrex Middle East - MME

Dubai, United Arab Emirates

May 2015 - Present

• Handing all technical issue related to navigator system in Middle East and Africa.
• Manage and establish field service installation projects at PDI and DIO locations.
• Responsible for ensuring the accuracy and warranty of all repair orders and return authorizations.
• Ensure product repair and technical support knowledge is transferred to the technical Service team.
• Present our new product feature and specification for Hyundai and KIA head quarter in MEA.
• Handing logistic part, storage quantity, shipment to clients and payment invoices.
• Writing report of new defective cases and escalated to our H.Q in South Korea.
• Design user technical manuals and share it with service centers.
• Regular communication and visit to our client to establish good relationship.
• Keep records for all our navigator models, defect type and history.

Company industry:
Installation & Technical Services
Job role:
Support Services

Support and Service Coordinator

March 2013 - April 2015

Samsung Gulf Electronics

Dubai, United Arab Emirates

March 2013 - April 2015

• Working closely with service centers to ensure pending tickets are completed on target time.
• Coordinate with spare parts departments regarding shipment and disruption to all service centers.
• Maintain, observe and keep service level and KPI as required to achieve the targets.
• Handling customers complaints and explain Samsung warranty and grantee policies.
• Update contact lists of all service centers located in GCC and shall with Samsung call center.
• Escalate some technical pending cases to HQ for investigations.
• Assisting call center agents by updating repair status of the units at service centers.
• Responsible for B2B service request from Government sector, schools and other projects in MEA.
• Forward sales request to concern department for all coming new sales order and business enquires.

Company industry:
Industrial Production
Job role:
Support Services

System Engineer

June 2013 - February 2014

Sicuro Group LLC

Dubai, United Arab Emirates

June 2013 - February 2014

Installation, commissioning, configuring and Diagnostics of GPS trackers and IVMS devices.
• Supporting, Managing and monitoring trackers and devices in NOC 24/7 on web tracker application.
• Testing GSM, GPS and satellite devices from Delorme, Iridium, Skywave, honeywell companies.
• Trouble shooting, investigating technical issues and writing technical reports.
• Liaise with our suppliers and service providers for matters that need to be escalated.
• Assisting and monitoring the Engineer remotely while doing installation on the field.
• Respond to panic alerts notification and inform concern persons for safety.

Company industry:
Telecommunications
Job role:
Engineering

Technical Support Engineer

March 2011 - June 2013

Samsung Gulf Electronics

Dubai, United Arab Emirates

March 2011 - June 2013

• Provide technical training for new staffs on CRM, Home appliances TV and mobile phones.
• Trouble shooting using remote access services to assist on TVs and GSM units.
• Assist the customers’ technically step by step over the phone, live chat and emails regarding Samsung products applications, features, technical issue, installation, trouble hooting and wireless connection.
• Escalating unresolved problems to HQ for more diagnose and research.
• Design list of technical FAQs to be uploaded on Samsung Web site.
• Answers inquiries by clarifying desired information; dealers, service centers locations and timing.
• Fulfills requests by completing transactions, creating and forwarding service requests.
• Maintains call center database by entering call history details and customers information on CRM.
• Trace and update repair units’ status with all service centers located within GCC region.

Company industry:
Installation & Technical Services
Job role:
Engineering

Operations Assistant

June 2005 - November 2009

United Nations –International Organization for Migration

Khartoum, Sudan

June 2005 - November 2009

• Super visor of data entry staff and Team leader for staff registration in camps.
• Leading permanent and temporary project to be completed on target time and location.
• Managing, processing and verifications all refugees’ database details.
• Cooperate with other governmental and non-Governmental organizations Regarding humanitarian services like food and shelter distribution, medical and education service in camps for helping refugees.

• Coordinate with Canadian, US and EU embassies regarding visas, travel documents for refuges.
• Provide assistant at the airport with coordination with airport staff for VIP and refugees.
• Responsible for arranging medical checkup, vaccination and sent the result to the cost country.
• Dealing with international airline, tickets fairs for settlement and relocation programs.

Company industry:
Non-profit Organization
Job role:
Logistics and Transportation

Education

Sanisoft information technologies institute

January 2014

January 2014

Diploma, CCNP

United Arab Emirates

Cisco certificated Network Professional

Chicago management institute

June 2013

June 2013

Diploma, PMP – project management professional

United Arab Emirates

project management professional

Sicuro Group LLC

June 2013

June 2013

Diploma, GPS Trackers Engineering installation Training

United Arab Emirates

• Installation of GPS devices on vehicles and personal security tracker.
View attachment

UTL Technology

July 2010

July 2010

Diploma, Diploma in Mobile communication

India

GPA (percentage): 88%

GPA (percentage): 88%

Training Profile: RF and Cell planning, installation, commissioning and maintenance, GSM / GPRS / CDMA Architecture, BTS, BSC and MSC, Signaling, protocols Optimization. UTL Group – India Bangalore 2010. •Two days practical in fiber optic cables and installation BSNL - Regional Telecom Training Centre – India Maysor. •Two days practical exposure on GSM and CDMA Huawei and ZTE equipments.

NIIT

May 2010

May 2010

Diploma, Cisco CCNA

India

Networking, router and Switch installation and trouble shooting.

Telecommunication Engineering

July 2008

July 2008

Bachelor's degree,

Sudan

Skills

Windows XP Professional
Expert
Windows XP Professional
Expert
CCNP
Expert
CCNP
Expert
PMP
Expert
PMP
Expert
Installation
Expert
Installation
Expert
GSM
Expert
GSM
Expert
project managment
Expert
project managment
Expert
MS-Office 2003-2007
Expert
MS-Office 2003-2007
Expert
Windows 2000/XP/7 /window Server 2003 ,Linux
Intermediate
Windows 2000/XP/7 /window Server 2003 ,Linux
Intermediate
Network
Intermediate
Network
Intermediate
Windows XP Professional
Expert
Windows XP Professional
Expert
CCNP
Expert
CCNP
Expert
PMP
Expert
PMP
Expert
Installation
Expert
Installation
Expert
GSM
Expert
GSM
Expert

Languages

Arabic
Expert
English
Expert
German
Intermediate
Russian
Intermediate
Chinese
Intermediate

Memberships

Sudanese society club

Actor

December 2010

NLP community

member

October 2008