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Wael Rashad, IT/Telecom Manager

Wael Rashad

IT/Telecom Manager·United Electronics Company

Saudi Arabia

Bachelor's degree, Computer Engineering

Work experience

Total years of experience: 29 years, 6 months

IT/Telecom Manager

July 2007 - Present

United Electronics Company

Jeddah, Saudi Arabia

July 2007 - Present

• Managing operation for 18 stores with 50 technicians entire Western and South Regions with big push in increasing sales revenue and business growth through existing vendors claims.
• Managing Apple, Samsung, LG, Moto, HP, Lenovo, Asus and Acer devices accounts from after sales services perspective from all points of view technically and operationally.
• Managing Norton security services sales for end users to keep their networks and their kids safe.
• Monitor operations in the customer service department on daily basis.
• Respond to customer service issues in a timely manner and create effective customer service procedures, policies and standards.
• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
• Implement an effective customer loyalty program and maintain accurate records and document all customer activity and discussions.
• Assess service statistics and prepare detailed reports on your findings.
• Hire and train new customer service agents and well expert technicians and technical support.

• Managing the approved budget of the customer service department and sales as well.
• Stay informed on the latest industry techniques and methods which increase sales revenue and save more cost.
Company industry:
Consumer Electronics
Job role:
Management

Regional Supervisor

January 2013 - January 2019

United Electronics Company

Saudi Arabia

January 2013 - January 2019

Managing 12 stores across Kingdome with 35 technicians operationally.
* Work closely with sales team to promote and sell the Smart products services and
provide the technical knowledge needed for them.
* Execute the Smart products services system and procedure and advise the Smart
products services Manager with any changes or upgrades needed to improve it.
* Continuously trains the Smart products services staff to be able to provide high level
of service to maintain customer satisfaction and loyalty in addition to recommend
staff training program and encourage the technical staff to be technically certified.
* Attend to customers complaints and review periodically customer survey and
complaints reports to introduce necessaries changes and corrections in procedure
to improve the service
* Review daily the smart Services performance reports on new missions, delivered
units and outstanding units.
* Coordinate with suppliers and other repair centers for the items under warranty /
out of warranty and try to commit the best timing for the customer.
* Execute and control the RMA and DOA procedure and ensure that they are timely
returned to customers.
* Plan, implement and support systems in a complex business strategic environment.
Company industry:
Retail & Wholesale
Job role:
Management

Regional Supervisor

January 2008 - January 2012

United Electronics Company

Saudi Arabia

January 2008 - January 2012

for PC Services on Western Region
* Tracks the PC Services KPI’s and resolve related gaps and analyze the elements
behind it.
* Develop a PC Services customer support strategy to achieve high level of customer
satisfaction.
* Attend to customers complaints and review periodically customer survey and
complaints reports to introduce necessary changes and corrections in procedure to
improve the service.
* Review daily the PC Services performance reports on new missions, delivered units
and outstanding units.
* Coordinate with suppliers and other repair centers for the items under warranty /
out of warranty and try to commit the best timing for the customer.
* Execute and control the RMA and DOA procedure and ensure that they are timely
returned to customers.
* Plan, implement and support systems in a complex business strategic environment.
Company industry:
Retail & Wholesale
Job role:
Management

Senior Technician

January 2007 - January 2008

United Electronics Company

Saudi Arabia

January 2007 - January 2008

Handling all Pc services for Software and Hardware.
* Deal with suppliers in/out KSA.
* Check KPI on daily basis to achieve high level of customer satisfaction.
Company industry:
Retail & Wholesale
Job role:
Maintenance, Repair, and Technician

Application Support Engineer

January 1998 - January 2007

Office Information Systems “OFIS

January 1998 - January 2007

Maintenance and Network Manage, Software
Job role:
Information Technology

January 2000 - January 2004

IBM

United Arab Emirates

January 2000 - January 2004

Queen Net
Evening Part-time
* Managing maintenance For
Company industry:
IT Services

Faculty of Law

January 1997 - January 2000

Alexandri

Egypt

January 1997 - January 2000

B.M.C. Center,
Company industry:
Primary, Prep, & Secondary School
Job role:
Legal

Technical Support

April 1997 - November 1997

Egyptian Advanced Technology (BALSAM)

April 1997 - November 1997

Managing maintenance For IBM & WANG (Main Frame) computer.
Job role:
Information Technology

Network Specialist, Technical Support

January 1997 - April 1997

Al-Eman for Computer & Electronics Company

United Arab Emirates

January 1997 - April 1997

for IBM Machines
* Managing maintenance For IBM Machines & Personal Computers & Networks
& Microsoft Windows.
Job role:
Information Technology

Education

Al-Azhar University

June 1995

June 1995

Bachelor's degree, Computer Engineering

Egypt

GPA (rating): Good

GPA (rating): Good

,

Skills

Microsoft Word
Expert
Microsoft Word
Expert
KPI
Expert
KPI
Expert
Ms Visio
Expert
Ms Visio
Expert
Microsoft PowerPoint
Expert
Microsoft PowerPoint
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
CUSTOMER SATISFACTION
Expert
CUSTOMER SATISFACTION
Expert
IBM
Expert
IBM
Expert
MANAGEMENT
Expert
MANAGEMENT
Expert
MICROSOFT WINDOWS
Expert
MICROSOFT WINDOWS
Expert
NETWORKING
Expert
NETWORKING
Expert
C
Expert
C
Expert
CUSTOMER SUPPORT
Expert
CUSTOMER SUPPORT
Expert
STRATEGIC
Expert
STRATEGIC
Expert
COMPUTER HARDWARE
Expert
COMPUTER HARDWARE
Expert
FRAMING
Expert
FRAMING
Expert
Microsoft Word
Expert
Microsoft Word
Expert
KPI
Expert
KPI
Expert
Ms Visio
Expert
Ms Visio
Expert
Microsoft PowerPoint
Expert
Microsoft PowerPoint
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert

Languages

English

Expert

Arabic

Native Speaker

Hobbies and interests

Computers