Field Support Coordinator
AUTOMATED SYSTEMS COMPANY (ASC), KUWAIT
Total years of experience :15 years, 10 Months
MONITORING SRS/IRS
ESCALATE INCIDENTS OR SERVICE REQUESTS TO THE CONCERNED TEAMS /FELID ENGINEERS
ENSURING CLOSURE OF SRS/IRS TIMELY BY FOLLOWING UP WITH FES AND SUPPORTING TEAMS
KAC-ASC PROJECTS FOLLOW UP (MAINTAINING RECORD OF NECESSARY POS, ANNEX ETC.)
- CAMERA PROJECTS
- CABLING PROJECTS
- OFFICE RELOCATION PROJECTS ETC.
UPDATING & MAINTAINING TONER INVENTORY (DOCUMENTING EACH TONER REQUEST)
PREPARING & DOCUMENTING MONTHLY OUTSTATION PAYMENTS
PREPARING WEEKLY/MONTHLY ACTIVITY REPORTS (PENDING SRS, SLA ETC.)
MAINTAINING TEMPORARY ASSET RECORD (INCLUDES LOCAL/OS LAPTOPS, PC, PROJECTORS, BAR CAMERAS) & FOLLOWING UP FOR THE RETURN OF TEMPORARY ASSET INCLUDING CANCELLATION OF VPN/CITRIX ACCESS.
UPDATING OS TONER PURCHASE RECORD
MAINTAINING FAULTY ASSET RECORD & FOLLOWING UP FOR SAME
PREPARING MONTHLY PETTY CASH AND SUBMITTING IT TO ASC
KEEPING PETRO CARD RECORD
CROSS CHECKING TERMINATED/RESIGNED KAC STAFF IT CLEARANCE DOCUMENTS FOR MANAGER’S SIGNATURES AND REQUESTING SUPPORTING TEAM TO CANCEL X-STAFF EMAILS ACCORDINGLY
Follow standard Helpdesk operating procedures and accurately log all incoming cases, via telephone and/or email, using KAC’s Helpdesk Tooling application ensuring courteous, timely and effective delivery of 1st line support of end-user issues.
Ensure high availability to end-users by maintaining a high percentage of call handled rate via KAC’s IVR system.
Identify, evaluate and prioritize customer requests and issues.
Actively identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
Troubleshoot basic end-user issues and provide basic desktop support.
Proactive follow-up of all cases reported from start through to a successful resolution, ensuring that all cases are resolved within the agreed SLA.
Prepare various Helpdesk related reports and communicate the same to management and relevant support teams, as and when required.
To participate in a shift-based roster, as defined by the management
Administrative Role:
Providing administrative support to Coverall Department by preparing Time sheets, preparing updated Site Wise reports, issuing Memos, preparing incident reports, issuing trash bag requests, updating attendance chart, keeping track of Vacations, renewal of residency of 200+ employees.
Provide administrative support to the Executive Management viz. Schedule meetings and manage Executive diaries, write correspondence, email, handle visitors, route callers, and answer queries and requests.
Provide administrative and clerical support to Procurement, Construction & Sales department. Manage their travel schedules.
Handle information requests from clients.
Prepare agendas for executive meetings, participate and take minutes of meetings and later distribute to the attendees.
Take and transcribes dictation and prepare confidential and sensitive documents..
Coordinate with various committees and task forces in the company.
Relay management directives, instructions and assignments to executives.
Receive and relay telephone messages and direct the general public to the appropriate staff member.
Support Role:
Maintain filing system of Construction projects electronically and hard copy.
Maintain/Supervise Accommodation Booking System of a key client, Baker Hughes.
Schedule meetings, arrange conference rooms and notify managers about new meetings or cancellations.
Prepare statistical reports like Sales Funnel reports.
Maintain Weekly and Daily Report Tracker of managers and employees.
Help prepare office budget.
Plan events and volunteer in office events.
Operate office equipment, such as photocopy machine, scanner, laminator etc.
Company: YAMC (Yiaco Apollo Medical Centre)
Job Title: Insurance/Accountant Assistant
Period Worked: February 2012 till Present.
Work Profile:
• Initial joining required work in the Insurance Department of YIACO Apollo Medical Centre.
• Handled Insurance Claims of Various Patients and coordinated with concerned Insurance Companies through online Portal systems.
• Assisted, Insurances Staff in completion of pending claims of previous month to current period.
• Understanding the various Insurance Procedures and Polices regarding claims and approvals of Insurance.
• Co-ordinating with Insurance Companies regarding rejected claims.
• Follow-up with Insurance Companies regarding approvals of tests as per concerned Doctors prescriptions.
• Following an urgent requirement of personnel in accounts department, was placed as an accounts assistant.
• The role involved Receiving cash from receptionists from various medical departments of the Medical Centre.
• Collect Cash and reconcile with Invoice value of the Treatment.
• Reconcile K-net, Credit Card payments through Pos with invoice value.
• Ad hoc reporting to management about machine wise report (usage per hour).
• Daily revenue report, alongside cancellation and refunding report to the management.
• Followed by posting of revenue, cancellation and refund entries into the ledger.
• Payments to suppliers for goods purchased.
• Principle job involves tracking of loan information’s of banks customers and updating the database.
• Maintaining computer recording systems of open and discharged loans files for Gulf Bank.
• Liaising with other sections of the department for Loan Tracking system and segregation of loans files.
• Completed the automation of loan files processing for Gulf Bank customers.
Worked in a backend process related to British Telecom.
Worked on software “CSS” to process orders for BT lines (like Feature Lines, PSTN lines, ISDN lines).
Received online requests from customers to get new BT connection (New Telephone Lines).
Used to process orders on CSS for different lines (as per customer’s request).
Orders used to go to engineer’s department to fix a date and time for connecting new lines.
Informing customers about the appointment with the engineers and payment for missing appointment through calls or messages and going through the other online requests in the same way.
Provided BT with verified customer data to activate new connections and/or de-activate existing connections for default in payment through CSS only.
Taking orders from FSO (Front Sales Office) of BT and processing orders over telephone for any kind of calling features.________________________________________
Worked in a backend process called “ChexCR”.
Worked on software “Chexmate” for verification of customer data before opening bank accounts.
Received online, fax and voice call requests from customers to open bank accounts.
By going through with each request, used to check the customer’s history related to SSN (Social Security Number) and DL (Driver License) information with the help of Chexmate software.
In case of any discrepancy in customer’s history (as per Chexmate), used to inform customers for the assured accuracy.
Passed on verified customer data to Fidelity Financial Institute Headquarters to proceed with opening customer accounts.
Supervised and monitored new recruits on the floor and trained them for “Chexmate”.________________________________________
Completed MS Access course from High Studies Institute.
Have done Economics honours.