Rashad Zakkar

Experience

• 

  Khallouf Future Power KFP

  Aug 2005 - May 2008

  Service Desk Specialist in K.F.P

  - Provide technical assistance for incoming enquires and issues related to computer systems (windows & MAC), software,- Handle print server related tasks and issues.- Respond to queries either in person or over the phone and respond to email messages for customers seeking help.- Install, modify, and repair computer hardware and software.- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems- Write training manuals and train computer users.- Follow up with customers to ensure issue has been resolved- Complies with IT policies including continuous improvement initiatives- Run reports to determine malfunctions that continue to occur- Respond to queries either in person or over the phone and respond to email messages for customers seeking help.- Install, modify, and repair computer hardware and software.- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.- Provide technical assistance for incoming enquires and issues related to computer systems (windows & MAC), software, and hardware using remedy ticketing system. Show less

• 

  Saudi Tumpane

  Feb 2008 - Jan 2013

  Systems Support Team Leader

  -TCP/IP networking and hardware maintenance and repair.-Experience in Wireless Network Working on (2.4-5.8 GHz) Indoor & Outdoor (Installation, Configuration and Troubleshooting)- Fiber cables & accessories termination, installation and testing.- Repair computer hardware, including desktops, laptops, and associated peripherals.- Reinstall operating systems in the case of hard disk failures.- Wide knowledge in Microsoft products (Operating systems, Office,)- Maintaining PCs and Printers- Receiving and setting up hardware.- Diagnosing and fixing failed hardware- Technical support for software and hardware issues and fix performance issues- Setting up and maintaining backup systems (i.e. windows, outlook, Ghost,)- Ability to work with workgroup and domain environment (join PCs to domain, share folders, remote desktop, network settings …)- Training new employees and Assistance with compiling procedural documentation.- Ensure computer hardware is safe & complies with health and safety legislation.- Applying patches in accordance with company procedures.- Excellent towards customer service and good communication skills.- Setting up new users' accounts and profiles and dealing with password issues. Show less

• 

  STC

  Jan 2013 - now

  - Facilitate daily Support activities in coordination with CCS Team.- Monitoring and supporting CCT systems issues -Monitoring, performance evaluation, etc.- Directs CCS Team and coordinates with operation teams.- Facilitates generation, validation and distribution of support- Operational reports (Daily Call Center reports – daily quality reports – weekly, monthly, quarterly – Monthly iTicket Audit – Eid reports ) ensuring accuracy of reports and timely distribution.- Work closely with Operations PM and Service Delivery Manager in ensuring compliance to SLAs and support and operation activities are carried out properly.- Working to resolve all Contact Centers Systems tickets opened with IT Help Desk to not exceed the SLAs.- Monitoring all call centers systems by systems alarm tools (Application & SMS& Email ) and make sure that all systems are working fine.- Ensure the running of all CCT systems 24x7 to attain and maintain customer satisfaction.- Handle systems sizing and capacities issues.- Generate statistical and high management reports to monitor systems’ behavior and’ performance issues.- Assist business with work around solutions as needed.- Participate in infrastructure Improvement efforts.- Monthly training sessions for CCS team to development in how to deal with customers.- Maintain on line log books for incidents management control, and reporting as per ITIL standards using remedy ITSM-BMC ticketing system.- Evaluate vendor provided Solutions- Leading and managing the Service Desk team to ensure team and individual performance levels meet client needs consistently. To ensure continual development of the team and individuals takes place and that potential is achieved.- Management of critical customer incidents, associated customer communication, activities and any appropriate escalations.- Provide incident analysis information and KPIs- Ensure compliance with all applicable policies & regulatory requirements on Information Security Show less

  • Technical Support Operations Manager

    May 2017 - now

  • CC Technical Support Manager

    Jan 2013 - now

  • Voice Channels Operations Manager in stc

    Jan 2013 - now