Experience

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  Advanced computer technology act

  Nov 1993 - Aug 1997

  1- LAN design and implementation.2- MS Windows for workgroup installation.3- Novell installation and troubleshooting. 1- New Compaq PC's installation and troubleshooting.2- New HP and Epson Printers Installation and troubleshooting.

  • Senior Technical Support Engineer

    Jan 1995 - Aug 1997

  • Technical Support Engineer

    Nov 1993 - Dec 1994
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  Kuwaiti digital computer company ( kdcc)

  Sept 1997 - May 2001

  System engineer

  1- Novell Installation & Upgrade.2- Intel Servers Installation.

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  National computer services ( ncs )

  Jun 2001 - Feb 2012

  • Build and develop team of Support Engineers to provide fault diagnosis and resolution on NCS projects.• Preparing the tenders proposal • Perform pre-emptive monitoring activities to avoid problems at Customer sites.• Participating in support/operational/project reviews as required by the customer/NCS.• Supply advice to NCS Support/Operations engineering for the resolution of operational/technical issues within the sphere of influence.• Provide a feedback conduit to NCS on factors, which could affect/influence the resolution of Technical issues, capacity and performance of the NCS solutions.• Development of procedures/utilities to improve the operation of the NCS support Team and to allow the organization to deal with new products. Show less

  • Customer Service Dpt. Manager

    May 2005 - Feb 2012

  • Senior System Engineer

    Feb 2003 - Apr 2005

  • System Engineer

    Jun 2001 - Jan 2003
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  Bader al mulla & bros.

  May 2012 - May 2014

  Service manager

  • Build up a new service division• Prepare the division budget.• Tenders management.• Managing & Analyze SLA’s.• Managing the customer service division staff.• Monitor Helpdesk and Engineers activities for ensuring Quality of Service and SLA’s. • Define, Implement and Maintain technical skills, certifications and growth plan for the support personnel to keep pace with the changing IT demands in the industry.• Conduct Review Meetings with Customers on SLA Progress & Service Quality. Show less

• 

  Gkc kuwait

  Oct 2014 - now

  Technical support manager

  • Monitor Helpdesk, technicians and Engineering activities for ensuring Quality of Service and Service Level Agreements.• Conduct Review Meetings with Customers on SLA Progress & Service Quality• Manage Escalations on customer satisfaction, technical, operational and commercial issues.• Define and achieve targets on Services revenue in line with company objectives. please review attached CV