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Ibrahim Ayasrah

Ibrahim ayasrah

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location of Ibrahim AyasrahSaudi Arabia
Phone number of Ibrahim AyasrahView Mobile No.
Followers of Ibrahim Ayasrah244 followers

  • Timeline

  • About me

    Business analyst /Technical support Expert at STC

  • Education

    • Mutah university

      2000 - 2005
      Good computer engineer

  • Experience

    • Alawdah for hajj & omrah

      Feb 2005 - Jan 2006
      Data entry specialist

      • Gathered data from customers & entering information in the system online /offline.• Tracked and maintained records for customer in system.• Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.

    • National information technology center / knowledge stations

      Feb 2006 - Oct 2008
      Information technology trainer

      • Knowledge station manager. • Instructor for computer courses (ICDL, Computer maintenance, Printing, Basics of networking etc...). • Build community partnerships.• Develop plans , Reporting & documentations.

    • Stc

      Oct 2008 - Feb 2012
      Technical support expert / business analyst

      Responsible for studying and analyzing business needs and coming up with solutions.Involved in the customer care (call centers & Back Office) multiple projects, to enhance the existing systems functionality, business process, procedures and increase competency of employees. Managing the business requirements from initial request to implementation for Mobile & Fixed.KEY RESPONSIBILITIES:• Capturing, analyzing & create business requirement documents, raise more than 100 requests.• Review the High-Level Design document, did a business acceptance test (BAT’s), and approvals.• Revamped a customer complaints tree include (Technical, Financial & Behavior), 96 area & subarea.• Participate build & review department yearly KPIs for the director, section managers, and employees.• Build auto-escalation for pending complaints & requests per each responsibility team.• Build a real-time & historical dashboard to monitor KPIs.• Member of service readiness team, Back-Office complaints Committee, new products & delivery committee, System development team & Proactive Team.• Project Manager for integrating fixed and mobile technical support under one management, over 250 employees, in five regions (teams structure, functions, authorities, duties, etc.).• Manage the weekly performance meeting (reports, KPIs, presentations & actions), 4 years.• Preparation Reporting, Data Analysis, Documenting, and Presentations for the department.• Build & review Workflows, procedures, SOP’s, SLA.• Second level technical support for broadband services ADSL, VDSL, FTTH, IPTV, etc.• Support in analysis, actions, advising sections (technical, financial, behavior, & quality assurance). Show less

    • Ccc by stc

      Feb 2012 - now
      Technical support expert

  • Licenses & Certifications