Mohamed Wafi

Experience

• 

  Injazat Data Systems

  Feb 2009 - Jun 2014

  Mange the active directory & the users permission levels in the shared folderAttend end user request/incident tickets based on ITIL process to achieve the agreed SLAInstall/configure, repair/update application software & setting up the organizations’ IT assetsTroubleshooting remote Area Desktop/Laptops/Printers & Troubleshooting MAC, Win7, IPTV, IPad, IPhoneSetting up new desktops/laptops along with the organizations’ standards as well as effectively & efficiently troubleshoot system problem & prepare technical evaluation for IT requirements Show less Mange the active directory & the users permission levels in the shared folderAttend end user request/incident tickets based on ITIL process to achieve the agreed SLAInstall/configure, repair/update application software & setting up the organizations’ IT assetsTroubleshooting remote Area Desktop/Laptops/Printers & Troubleshooting MAC, Win7, IPTV, IPad, IPhoneSetting up new desktops/laptops along with the organizations’ standards as well as effectively & efficiently troubleshoot system problem & prepare technical evaluation for IT requirements Show less

  • IT Support Engineer

    Mar 2011 - Jun 2014

  • Senior Service Desk Coordinator

    Feb 2009 - Mar 2011
• 

  Dubai Islamic Bank

  Jul 2014 - Oct 2017

  Senior MIS officer

  Control the department & measure customer behavior by profiling customerDevelop and manage comprehensive operational Dashboards, KPI’s & ScorecardsWork closely with Head of Customer Support Excellence & assist to direct, organizeCoordinate with other concerned departments to create/update internal processesNominate clients to the customer first reward quarterly based on the reward’s criteriaResponsible for all reporting & analysis for Complaints Unit, Quality Unit & Retention UnitPrepare staff monthly performance reports for the HR according to business objective and KPIManage high-level interactive dashboards to monitor progress to support decision making processCoordinate with departments to obtain analysis reports & information, such as: HR, Business Intelligence & Planning, Marketing & Sales & Business DevelopmentQuality assurance over the phone calls communicated to the customers to follow up over the ticket’s resolutionPerform monitoring on units, teams & staff. Ensure achievement Service Level Agreements (SLA), within approved TAT. Show less

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  Al Wifaq Finance Company

  Nov 2017 - Jan 2021

  Business Analyst, Research and MIS

  Assist management in building, maintaining & tracking target & performanceDevelop & manage comprehensive operational dashboards, KPI’s & ScorecardsCoordination with FCD & ITD to ensure accuracy of existing & new financial informationFollow up on the sales and leads of the employees and reporting achievement to the HRApplying various research methods to assist enhancements of system services & bank productsCompile & analyze data from different resources to assist management in decision making processDeveloping & implementing an accurate product / branch profitability & manage incentive initiativesParticipate in new/upgrade system/service plans, tests, implementation with concerned departmentsMinimize routine & ad-hoc reporting by automating periodic reports leveraging available technologiesProficient in providing analytical support for better decision making and opens up new business opportunitiesPreparation of monthly performance report highlighting the values, variances, ratios & meaningful commentaryRoutine & ad-hoc reporting to support business initiatives and measure customer behavior by profiling existing customer base Show less

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  Propharma Medical Supplies

  Feb 2021 - now

  Operations Manager