Engineering Manager
SK Solutions
Total years of experience :13 years, 8 Months
• Managing Technicians / Engineers, Logistics and Client Support.
• Coordinating with the clients with regards to project and site supervision.
• Provide exceptional customer service and technical support for ACS clients.
• Scheduling and dispatching technician / engineer to their tasks.
• Controlling spare parts stocks and detailing / maintaining parts in workshop.
• Creating service reports, work completion reports and monthly maintenance reports.
• Attending site visits and meeting for ensuring good quality of products.
• Assisting client’s inquiry, requesting for invoice / delivery notes / quotation.
• Provide exceptional customer service and technical support for Car Park Management System clients and also for Dubai Police Radars.
• Troubleshoot car park management system and radar issues and identify the cause.
• Scheduling and dispatching technician / engineer to their tasks.
• Use trouble ticket system (CRM ERP) for tracking client interactions and problem resolution. Evaluate client concerns and resolve problems to client satisfaction.
• Follows up with client to ensure first call resolution and achieve and deliver 100% customer satisfaction.
• Controlling spare parts stocks and detailing / maintaining parts in workshop.
• Creating service reports, work completion reports and monthly maintenance reports for every client. Making site and performance presentation monthly.
• Attending site visits and meeting for ensuring good quality of products.
• Assisting client’s inquiry, requesting for invoice / delivery notes, creating technical proposal, quotation and having good negotiation with clients.
Extra Tasks:
• Assisting / maintaining the internal system of the company such as the ERP system.
• Attending training and meeting for the implementation of the system.
• Organization of files and installation tool kits for technician / engineer.
• Internal IT support such as software & hardware troubleshooting for employees.
• Bench IT Support Engineer is the quality level that support to client’s product reported issues.
• Troubleshooting knowledge also in laptops, printers and software issues
• System Unit Checking and Troubleshooting
• Software, Application & Drivers Installation
• System Maintenance & Monitoring
• Remote & Desktop Support Application
• Knowledge in Active Directory
• LAN/WAN Printer Configuration
• Knowledge in ITIL
• Ticketing Tool
• A Front Counter Officer is the first quality level support to client’s inquiries about company products.
• Dealing with client’s issues and offering solution to the client.
• Database Management & System Monitoring using Citrix Database
• Troubleshooting knowledge also in laptops, printers and software issues
• System Unit Checking and Troubleshooting
• System Maintenance & Monitoring
• MS Office proficient
• Ticketing Tool
Academic Scholar, 1st - 3rd Trimester, 2006 – 2007
Academic Scholar, 1st – 2nd Semester, 2004-2005