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Business Support Manager Resume

SUMMARY:

Is to have a decent job in a decent organization working in an IT or telecomm industry where I can achieve my objective through the achievement of the overall organizational objective.

TECHNICAL SKILLS:

Languages & O/S: UNIX, Windows 2003, 2008, C++

Platforms: Oracle Sun servers, Windows

SAN: Good knowledge in using SAN’S functionality EMC, EVA, SUN

Additional Software: MS, Excel, project, power point

PROFESSIONAL EXPERIENCE:

Confidential

Business Support Manager

Responsibilities:

  • Identify improvement opportunities based on performance reports and call evaluation.
  • Follow operational KPI’s and provide target measures and comments.
  • Coordinating and facilitating various projects process for the whole of the customer care department (SPOC for PMO).
  • Coordinating, scheduling and managing the relationship between Customer care and other departments including CFTs.
  • Manage the implementation of all department strategic initiatives in coordination with CC Director.
  • Prepare and analyze weekly and monthly KPI’s reports for management.
  • Manage outsourcing and vendors relationship.
  • Ongoing reporting of all projects in the Contact Center with follows up on deadlines and implementation.
  • Report and follow up the customer care assigned budget.
  • Manage the quality assurance team and processes as per the standards of customer care.
  • Manage the customer information and contracts processes to insure their alignment with other commercial requirements.
  • Coordinate and follow up with other Zain Confidential and group whenever needed.
  • Facilitate a positive working environment by balancing focus on productivity with ”having fun”
  • Insure compliance with all applicable policies & regulatory requirements on Information Security.

Confidential

Enterprise Applications business solution team leader

Responsibilities:

  • I was leading team who is responsible from designing, configuring, maintaining and supporting enterprise applications and complex interface solutions such as ERP, ticketing systems, QMS, mobile applications customer’s satisfaction systems, etc.
  • The team also responsible from assisting users in the use of the systems and participating in testing of the all system delivered by EA department. Beside create help guide to improve the user experience.
  • Leading team who is designing and developing of interfaces for the Zain enterprise applications.
  • Work with Zain senior managers to identify and solve Zain functional areas issues by design business area solutions, develop conceptual business models and translate functional area business requirements into technical requirements. Analyze the enterprise information system baseline and perform a “gap analysis” between the baseline, the user operational requirements and the operating capability of enterprise application product sets.
  • Design and supervise development projects and verify delivered results by monitoring EA KBI.
  • Ensure development work follow departmental standards and guidelines. Analyze and document end user requirements.
  • Handle change requests and perform troubleshooting, Conduct acceptance testing and end - user training. Identify and implement work processes in oracle applications according to industry best practices

Confidential

Open Systems team leader

Responsibilities:

  • Consciously improves effectiveness and efficiency of the infrastructure operations.
  • Sets service levels agreement for systems and for services provided. Generates reports to measure infrastructure KPI’s. Manages changes and configurations through change management process. Maintain a log operational monitoring and management.
  • Design, develop and implement operational scripts and procedures. Performs periodic disaster recovery testing. SLA and OLA tracking and management with multi venders like ITS, Ericson etc. .
  • Part from my responsibility to ensure compliance with all applicable company policies, regulations and guidelines including Information Security.
  • Also I was responsible form smooth and secure operation and management of Zain data center.
  • I was responsible from maintenance and support for information systems within the data Centre. Part from my role to identified operational risks, vulnerabilities, responsible from managing space and authorizing asset movement within data centers.
  • I was responsible from Co-ordinate with support functions like security & safety and administration for data center related maintenance.

Confidential

Database & Sun OS Team Leader

Responsibilities:

  • My role is to follow up with the administrative activities related to the infrastructure systems.
  • Performs systems planning according to on-going business needs. To insure that database systems team members will supports existing systems and new hardware implementation and/or expansion, configuration and software/firmware upgrades.
  • Participates in root because analysis for significant problems, recommends, and implements improvements. Ensures support expectations are maintained and/or exceeded including the planning of new or upgraded core systems.
  • Contributes into projects activities by leading teams to defining systems architecture, designing functional and technical diagrams, and supporting implementation.
  • Assist in the planning and implementation of additions, deletions and major modifications to the supporting regional infrastructure. Oversees the administration and maintenance of the company's infrastructure, and directs more junior Innovators when necessary Builds and maintains vendor relationships and manages the purchase of hardware and software products.
  • Manages the purchasing of all software, hardware and other IT supplies at the regional level.
  • Lead the team, which responsible from Installing, configuring, administering, troubleshoots, and maintaining hardware and software on servers.
  • Performs systems planning, tuning and optimization to ensure the best performance and uptime to comply with established SLAs.
  • Plans, implements, monitor and maintain regular checks for enterprise systems. Guides and validates the technical tasks of junior team members.

Confidential

IT core systems team leader

Responsibilities:

  • Consciously improves effectiveness and efficiency of the infrastructure operations Ensures support expectations are maintained and/or exceeded including the planning of new or upgraded core systems software, hardware and other IT supplies at the regional level.
  • Lead the team, which responsible from Installing, configuring, administering, troubleshoots, and maintaining hardware and software on servers.
  • Responsible for managing space and authorizing asset movement within data centers.
  • Responsible for managing space and authorizing asset movement within data centers.
  • Co-ordinate with support functions like security & safety and administration for data center related maintenance

Confidential

MS systems team leader

Responsibilities:

  • Supervise the help staff and activities associated with the Help Desk operations;
  • Plans, prepares, and devises work schedules, according to workloads.
  • Monitors the resolution of computer service problems at the Help Desk to ensure consistency and efficiency;
  • Analyses problem records and reports on trends or high impact problems.
  • Supervises the problem resolution process from start to finish
  • Ensures problems have been assigned to the most appropriate staff members for resolutions
  • Observes and evaluates employees’ performance; Reviews on-going performance results and identifies needs of employees. Interprets and communicates work procedures and company policies to staff
  • Communicates with other departments and management to resolve problems and expedite work

Confidential

System Support Administrator

Responsibilities:

  • Supervise the help staff and activities associated with the Help Desk operations; Plans, prepares, and devises work schedules, according to workloads. Monitors the resolution of computer service problems at the Help Desk to ensure consistency and efficiency; Analyses problem records and reports on trends or high impact problems.
  • Supervises the problem resolution process from start to finish; Ensures problems have been assigned to the most appropriate staff members for resolutions, Observes and evaluates employees’ performance; Reviews on-going performance results and identifies needs of employees. Interprets and communicates work procedures and company policies to staff; Communicates with other departments and management to resolve problems and expedite work

Confidential

System Support engineer

Responsibilities:

  • Accountable to the ITFM Manager for the effective and efficient support for Mobitel data services that has direct connection with customers, in addition to being responsible of customer care offices IT assets and logistics to the ITFM Manager for the effective and efficient support for Mobitel data services that has direct connection with customers, in addition to being responsible of customer care offices IT assets and logistics

Confidential

System Engineer

  • Participate as a member of Confidential Engineering group as Network Administrator of El Nilien Industrial Development Group.
  • My role is Installation and Administration of LAN, Maintenance of PC's and its accessories, Maintenance of PC's and its accessories .installation servers for the banking systems

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