IT Service Desk Officer
UNITED ELECTRONICS COMPANY (UEC) – EXTRA
Total years of experience :16 years, 4 Months
- Provided prompt and accurate (24 x 7, 365 days per year), technical Software support for national and
international ForceTel Service’s Customers (SAUDI ARABIA, BAHRIN, OMAN) on Phone and Remotely on Windows OS problems, setting up
hardware or peripherals to PC, Plus Smart Devices Problems (Android, Apple)
- Handled all customers’ complaints and response immediately to increase the customer satisfaction.
- Received several thanks/appreciation letters and good feedback from happy customers yearly, by
maintaining a highest level of customer satisfaction. Page 2
- Developed creative solutions for all technical issues and troubles that face our team by using problem solving
techniques and alternative solutions.
- Meet and apply all the standards for the quality of service and reach the required service level continuously.
- Designed and developed the following projects in order to boost the productivity and achieve a high level of Quality of service :
** ForceTel Service Customer Portal: URL
It is a web portal to help the customers to get all the information about the Service and download all the technical Support tools.
** Technical Download Center: URL
A website for the Service Team that unified all the tools and applications that used by the service team used on daily basis
** Android Service Package - 24/7 Support: URL
It is a new after ale Service Package for support Android Devices that considered be the first service in
the Middle East and Africa.
-Do Market Research and a competitive Analysis in order to stand on the current and future
position for the business.
-Design the service Package and determine the Service Scope Circle (In- Out) of support.
-Develop real cases studies and expected scenarios for service.
-Develop a Prototype for a Mobile Application of the company on Android Platform.
- Develop and achieve a Training plan of the service for all the technicians on all the PC Clinics
**Service Knowledge Base: URL
It is a technical information repository; I had designed by Drupal 7 that provided our team with support solutions, error messages and troubleshooting guides through one place.
** ForceTel Service Portal: URL
It is an Internet Portal for our ForceTel team that contains most of popular tools, documents, resources and links that our team used day - by day. ForceTel Portal is an innovative workspace that helps the team to collaborate, share and build new ideas.
- Deliver successful training sessions on 'Competency Management ' for SABIC Company.
- Deliver successful training sessions on ' CMMI v1.3 Development ' for King Abdul Azizi University
- Deliver successful training sessions on ' CMMI v1.3 Development' for King Abdulaziz City for Science and Technology (KACST)
- Oversee the daily performance of IT Systems of the Company branches in (CITY STARS, DANDY MALL, REHAB MALL, HYPER ONE, MOHANDSEEN, HURGHADA) Plus the HQ in Giza.
- Administered and maintained (AL - AMEEN SYSTEMS FOR ACCOUNTING & POS, BAIT AL KHEBRA SYSTEM POS AND IBM RESTAURANT MANAGER) POS SYSTEMS.
- Provide On- site and Remote Technical support for all branches and documenting all issues on database; which I developed to track all issues.
- Developed & applied a new security plan for all the branches to prevent system down in sales and Operations.
- Provide monthly written reports to the IT Manager on all aspects of IT of all the branches.
*** Giza IT Infrastructure Project:
- Install, configured and maintained a whole IT Infrastructure Win 2008 R2 (DC - File SRV- MS Exchange 2010 - IM SRV) in the HQ in order to boost the productivity and facilitate the work.
-Provide the braches with the ability of connect to the Main Office’s Accounting Applications remotely using Microsoft Terminal Services and RDP technologies.
- Develop an Inventory System in order to record, maintain and trace all the IT resources in all the
branches.
- Apply and implement ManageEngine - Help desk system to track and record all IT issues.
- Design & develop Training Centers Management System - Cambridge International Training Centers \[UAE - Sudan\]
- Design & develop Information Network Project Web Site on Internet.
- Design & develop TIBA Private School Web Site on Internet.
- Conduct and organize various IT courses and programs for the students.
- Prepare and review IT curriculum & quizzes for (Computer Networks - Information Security - Maintenance - MS Office \[(Excel, Word, Access, Outlook, etc.)\] - MS Windows) Courses
- Ensure the delivery of curriculum conforms to standards established by the Institute .
- Conduct and organize various IT courses and programs for the students.
- Prepare and review IT curriculum & quizzes for (Computer Networks - Information Security - Maintenance - MS Office \[(Excel, Word, Access, Outlook, etc.)\] - MS Windows) Courses
- Ensure the delivery of curriculum conforms to standards established by the Institute .
**** I had developed a new project entitled \[Training & Technological Center\] and proposed to the Management Board of the University, where I get approval and assigned as a Member in the Databases Management Committee of the University
- Define project scope, goals in collaboration with all the committee’s members and Head of Committee.
- Develop and maintain the website of the faculty on Internet.
- Update and review all the content of the web site received from professors and managers staff of the faculty, to publish.
- Attend all the meetings and seminars of the committee and sharing new worksheets.
*** The Local Newspaper published stories about this project and me. In addition, this project had already applied at the faculty under the title \[The International Center for Computer Learning\]
Activities and Societies: Multinationals and the Global Environment of Business. Business Ethics and the Legal Environment of Business. Leadership, Influence, and Communication in Business. Motivating and Managing People and Groups in Business Organizations. Information Technology and E-Commerce: Managing Marketing Sales, Distribution, and Customer needs Operations Human Resource Accounting Finance
