Mohamed Masaad

Experience

• 

  NADO'S COMPUTER SERVICES

  Jan 2012 - Dec 2012

  Network Engineer

  • Surveillance system and software development, Network monitoring, cabling, Router configuration, build a network main station, Linked more than one station, server configuration / maintenance management.• IT support for staff

• 

  Naduc

  Jan 2013 - Dec 2013

  Relationship Officer

  • Create a strong relationship with the customer • Support sales team with looking for a new business opportunity and challenge and marketing strategies • Support the business developments department

• 

  General Directorate of Criminal Evidence

  Jan 2014 - Dec 2014

  Network Engineer

  • Network monitoring, cabling, Router configuration, building a network main station, attaching more than one station, server configuration/maintenance management handling the Sipper Crime searching and investigating matrix• IT support for staff

• 

  Alhamrani Universal

  Mar 2015 - Dec 2022

  • Coordinate 5+ projects to improve processes and workflow operations while ensuring compliance with company requirements and SLA • Managed a process GPS project to improve and consolidate end-to-end service processes; restructured communication flow among 10 departments and the client and the supplier.• Cutie down the project lifetime by 75%.• Work closely with operations team to manage and planning task and activities• Work closely with WH team to manage and planning parts and stocks control • Support technical team in customer and issues handling within the SLA• Scheduling and following up with OPR & Customer regarding the Preventative Maintenance • Making sure that the preventative maintenance according to the agreed SLA Show less • Security Systems Division• Lead a team to achieve high customer satisfaction rates.• Fulfilled client's contracts and Out Of Scope services according to our agreed SLAs.• Strengthened current relationships between the company and clients.• Work closely with operations team to manage and planning task and activities• Work closely with WH team to manage and planning parts and stocks controls • Scheduling and following up with OPR & Customer regarding the Preventative Maintenance • Making sure that the preventative maintenance according to the agreed SLA Show less • Fulfilled client's contracts and Out Of Scope services according to the agreed SLAs.• support the projects team in managing the client's activities • Manage monthly customer service and billing metrics.follow SLA agreements • Review all billing documents, and communicate direct issues to Warehouse managers and Operations assurance teams.• support Sales team to manage the account and build a good relationship after sales.• Scheduling and following up with OPR & Customer regarding the Preventative Maintenance • Work closely with operations team to manage and planning task and activities• Work closely with WH team to manage and planning parts and stocks control• Support technical team in customer and issues handling within the SLA• Making sure that the preventative maintenance according to the agreed SLA Show less • Handle client inquiries and complaints about the company’s products and services. • Coordinating with our internal department to faster the response • Coordinating with the operations department and customers to make sure that we are following the schedules to avoid any issues • Answer customer questions via email• Resolve customer complaints and issues• Collaborate with our sales department professionals to highlight positive customer experiences and grow• Work closely with operations team to manage and planning task and activities• Work closely with WH team to manage and planning parts and stocks controls• Scheduling and following up with OPR & Customer regarding the Preventative Maintenance • Making sure that the preventative maintenance according to the agreed SLA Show less • Configure security panels and security devices for ATMs and Branch to connect it them with the bank for live monitoring Or Main station "CMS", training customers for the security system Like CCTV, Access control (including biometrics), Intercoms ,Intruder alarms, Systems integration, Wireless systems, Fire alarms, Disabled refuge, Public Address Systems• Following The Schedule for the agreed Preventative Maintenance • Making sure to perform the preventative maintenance according to the agreed SLA and company policy & ISO Show less • CMS it's a shortcut of the Customer Monitoring System and it's for Monitoring all ELV devices linked ATMs and branches Security devices that are inside the ATMs machine or branches that are related to the bank for more safety• Arrange and prepare the daily reports.• Prepare the preventive maintenance report and follow up with operations regarding the an closed calls • Support technical team in customer and issues handling within the SLA• Support sales account manager to handle the account and billing Show less

  • Project and customer support relationship supervisor

    Jul 2020 - Dec 2022

  • Customer Support Supervisor

    Oct 2018 - Jul 2020

  • Account Supervisor

    Aug 2018 - Oct 2018

  • Customer Support Coordinator

    Oct 2017 - Aug 2018

  • Workshop Engineer

    Mar 2017 - Oct 2017

  • Security Field Engineer

    Mar 2016 - Mar 2017

  • Control Rome Operator engineer CMS

    Mar 2015 - Mar 2016
• 

  TECHNOSTREAM

  Dec 2022 - now

  Project Manager

  • Project management• Planning and strategic development management • Operations management • Business process improvements management • Coordinate all ongoing projects to improve processes and workflow operations while ensuring compliance with company requirements and SLA • Managed a process GPS project to improve and consolidate end-to-end service processes; restructured communication flow among 10 departments and the client and the supplier.• Cutie down the project lifetime by 75%.• Work closely with operations team to manage and planning task and activities• Work closely with WH team to manage and planning parts and stocks control • Support technical team in customer and issues handling within the SLA• Scheduling and following up with OPR & Customer regarding the Preventative Maintenance • Making sure that the preventative maintenance according to the agreed SLA Show less