Experience

  • Customer Success Manager

    at Location Solutions

    September 2017 - at Present

    Dubayy

    • Leading a competent team of engineers and executives to manage and support a diversified portfolio of SaaS accounts in UAE. • Take all measures to deliver the optimal benefits when purchasing the solutions • The focal point to maintain a long term clients’ relationship. • Ensure the proper implementation of new projects and have periodic meetings with customers. • Process the subscription renewals and handle the customers’ retention. • Keep abreast of the new technologies in the market and work closely with R&D for new enhancements. • Conduct training sessions for our products. • Build a team of customer success executives • Prepare customer analytics reports to management. • Create case studies and customer’s success stories. • Smart IOT • Project Management (PMP) • Presentation skills

  • Sr. Support Engineer

    at beIN Sport

    May 2017 - September 2017

    Dubayy

    The work basically includes, but not limited to: • In-charge of all IT setup in beIN offices and outlets in UAE. • Maintain IT operation in UAE. • Focal point for IT communication in UAE. • Manage and maintain the assets inventory.

  • Support Engineer

    at Abu Dhabi Ports

    November 2012 - May 2017

    Abū Z̧aby

    • Extensive experience and reliability with 24/7 on-call coverage and responsibility. • Provide IT Support to VIP and senior employees • Ensure a smooth running for big events and supporting advanced smart systems. • Collaborate with internal/external teams to ensure service availability. • Correct network connectivity issues using a layered model approach. • Perform testing, problem analysis and repairs. • Suggest IT solutions to business problems.

  • Technical Support Engineer

    at Etisalat

    July 2010 - November 2012

    ‘Ajmān

    • Provide 1st Level Support to Etisalat Business and Home Services Customers over the phone. • Promoted to a Subject Matter Expert to provide support to the first line of support agents and handle the escalation calls. • Taking the lead for persistent issues until they get resolved by tier2 or tier 3 teams, verifying then confirming to the customer. • Troubleshoot, diagnose, solve or assign a ticket to concerned team and do escalations when required. • support included the following services i.e. internet service, IPTV, Business lines, MPLS.etc

  • Technical Support Engineer

    at Sivco

    September 2009 - July 2010

    Aleppo Governorate

    • Troubleshoot system and hardware problems and diagnose and • Perform hardware/software installations Troubleshoot system and hardware problems and diagnose and resolve the faults. • Monitor and maintain computers, servers, systems and networks.

Education

  • PMP

    at PMI

    2018 - at Present (2 years) Abū Z̧aby

  • CCNA Routing & Switching certified

    at Cisco

    2016 - at Present (4 years) Dubayy

  • MCSA Windows Server 2012 R2

    at Microsoft

    2016 - at Present (4 years) Abū Z̧aby

  • • ITIL foundation v3 certified

    at EXIN

    2012 - at Present (8 years) Abū Z̧aby

  • Bachelor's Degree, Networks and Operating Systems Engineering at University of Aleppo- Syria

    at University

    2003 - 2008 (5 years) Aleppo Governorate

Languages

  • Arabic Native

  • English Negotiation

Hives