Qualifications
Bachelor’s degree in Electrical & Communications Engineering
From Jordan University of Science & Technology.
Skills Summary
– Able to bridge the gap between the technical and non-technical.
– Proven ability to produce revenue and sales increases.
– Experienced in delivering technical and product demonstrations and handling customer relations at senior management level.
– Maintaining strong relationships with vendors, existing clients, consultants and independent contractors on regular basis.
Professional Experience
June 2010 – September 2014
CNS (Abu Dhabi – UAE)
Service Desk Supervisor
CNS (Computer Network Systems) is a major regional ICT System Integrator and Managed Services Company in United Arab Emirates and Sultanate of Oman. (www.cns-me.com)
Our client: AHS (Ambulatory Healthcare Services) (www.ahs.ae)
Key Responsibilities:
1- Leading, supervising, and managing a team of 10 Service Desk engineers to provide smooth IT service desk operation and assistance, and to facilitate the delivery of client support to the end-users.
2- User support and customer service for more than 4000 users, distributed over 60 sites spanning Abu Dhabi (including Al Ain & Western Region), and being present and available to clients requiring technical assistance.
3- Respond to questions from all emails and callers.
4- Install, upgrade, support and troubleshoot Enterprise Applications running on Microsoft Terminal Services.
5- Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime.
6- Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.
7- Follow standard Help Desk operating procedures; accurately log all Help Desk tickets using the defined tracking software.
8- Coordination with third party vendors for services, maintenance, and warranty issues.
IT Skills
• Kaseya Ticketing, Remote Monitoring, and Management Tool
• Remedy IT Service Management Suite
• Microsoft Office
• Windows & Internet
Languages
Arabic: (mother tongue)
English: (fluent)
Miscellaneous
– Part-time Options Trader.
– UAE & Jordanian Driving License available.
