Manager - Technical Support
ATCOM
مجموع سنوات الخبرة :18 years, 1 أشهر
Position: Manager - Technical Support
• Managing the Technical Support team which includes the following tasks: ➢ Supervise and enables engineers training and certification with in-house training programs or training centers.
➢ Provide technical support to the engineers when required
➢ Supervise and control the service engineers
➢ Assigning support tasks and Engineers daily schedule
➢ Engineers Evaluation
➢ Handles customer complaint problems pertaining to service work
➢ Responsible for spare parts management and warranty claims
➢ Auditing of support tickets and technical team service level
➢ Responsible for customer satisfaction surveys
• Project management
I introduced the project management approach in ATCOM and created the processes and procedures
➢ Project Planning, preparing SOW, project time plan.
➢ Assign project resources
➢ Communication plans, periodic update meetings
➢ Change Control Management
➢ Risks Management
➢ Quality Assurance
➢ Knowledge Transfer
➢ Build a library for lessons
➢ Project documentation.
• Service agreements
➢ Responsible for preparing and proposing maintenance contracts.
➢ Build and develop a market for service work and approaching new customers.
➢ Renewals of current maintenance contracts
➢ Renewal of back to back support contracts with the Vendors
• Account Management
➢ Direct sales, marketing, business development, results-oriented client relations and customer service.
➢ Generate new clientele for products or services and develop contacts in the market.
➢ Presentations, demonstration and product training.
➢ Selling IT solutions and products including Network, Telecommunication and other IT products.
➢ Preparing solutions design, costing and proposals.
In addition to my responsibilities as telecom support engineer
• supervising of the technical team responsible for the installation and maintaining of the Avaya products
• evaluating team members
• Project management
• Installation and support of AVAYA PABX including all S8xxx media servers' platforms with different scenarios.
• Also worked on applications built on AVAYA communication manager as voice mail "Modular Messaging, INTUITY AUDIX LX and the IA770 embedded voicemail",
• Witness call recording system
• Call center " BCMS"
• Call billing software "SOFTEX Ring Master".
• Worked on AVAYA IP Office; installation, support
Trained as telecommunication engineer in the Professional Service Department on the implementation of the Definity PABX Systems of AVAYA communication
B.Sc. degree in Electrical Engineering /communication from the University of Jordan, 2006 GPA: 3.22
High School degree, GPA 96.3%