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It / Helpdesk Support Resume

Saudi, ArabiA

Specialties

IT Customer Service Delivery & SLAs, Contact Centers Support Operations, Interactive Voice Response Systems, Automatic Call Distribution (ACD), M3 IVR Scripts Design & Development, Helpdesk Support Operations, BMC Remedy ( Action Request System ) , Aspect Unified Communications Solutions, Business Support Services.

Projects Worked On :

Most Recent : SAMBA Financial Group, Collections Division, Aspect Unified IP v6.6 SP2 Automatic Out-Bound Dialer, Riyadh, KSA

Previous : Saudi Electricity Company, Aspect Unified IP v6.6 SP1 In-Bound IVR & ACD, Jeddah, KSA

Education

Master of Business Administration (Pre-MBA)

Course Syllabus:
Management Information Systems.
Introduction to Marketing.
Financial Accounting.
Micro/Macro Economics.

Bachelor\'s degree/higher diploma, Computer Engineering

Professional Experience :

Confidential, [2008 - 2012]

  • Aspect Unified IP v6.6 SP1/SP2 Contact Center Solution (Aspect Certified Engineer) .
  • IVR Scripts Design and Improvements .
  • System Management and Configuration Changes on InBound ACD Services as well as OutBound AOD Services for the Aspect Unified IP v6.6 System.
  • Performing Daily On-Floor Technical Support for the Contact Center End-Users (CSRs, Team-Leads, and Supervisors) - Daily Operations .
  • Daily Management and Support of Voice Recordings in the Unified IP Telephony Subsystem (Linux Platform) as well as the Recording Servers .
  • Daily Management of the Unified IP system Alerts and working out Immediate Remedial Action in case of High Severity Alerts .
  • Working on Unified IP - Data Views Reporting Tool to Generate Daily Productivity Reports for the Contact Center .
  • Business Objects Reporting Skills .

Confidential, [2006 - 2008]

  • Worked on BMC Remedy Ticket Handling Action Request System (version 6.X) .
  • Wireline Base IT / Helpdesk Support Operations and Maintaining Compliance with SLAs
  • Administrative Work On PKI Corp. Badges Physical Access Management : Badge Activation / De-Activation .
  • Completed basic QHSE Training Requirements as per ARAMCO standards .
  • Administrative Work On Activating / Un-tainting LDAP Records for SLB New Recruits .
  • Successfully Passed LRA as well as SSO Tests through SLB internal Hub site .
  • Successfully Completed LMS (Learning Management System) Online Training Courses as part of the On-Job-Training .
Languages

Arabic

Expert

More than 10 years

1 month or less

English

Expert

More than 10 years

1 month or less

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