Support Manager, And full Manage of the call center & CRM at Global Health Care (WHITES , KUNOOZ, NDC )
Highly self-motivated and goal-oriented professional committed to pursuing a long-term career blend in IT industry. Offer an excellent 10 + year's track record, currently working as an Support Manager with a Global Healthcare Co (WHITES , KUNOOZ, NDC ) . in KSA.
Excellent communication, team builder, dedicated, innovative, problem solving, analytically & negotiation skills are some of my personal strengths. Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer or user satisfaction is the bottom line.
Global Healthcare Co.
Support Manager, And Full Manage of the call center & CRM
January 2015 - Present (5 years 5 months)
4150 Northern Ring Branch Rd, Al Wadi, Riyadh 13313 6708
Summary of Functions:
Responsible for executing the Technical Support & Customer service team strategy and tactics that will improve the service and respond, allowing greater impact to overall sales and revenue by solving the problem immediately.
I-Full Manage the activities of the Technical Support Team
II-Full Manage and implementation from scratch the activities of the Customer
service team related call center , CRM
III- Full Manage all low current system (CCTV & Attendance& Access Control
& Business telephone system & Intercom & Digital signage system ....etc ) In the headquarters, warehouses and branches
Duties and Responsibilities:
1- Set clear objectives, evaluate progress and instill a high performance culture with focus on team work, service excellence and ownership for resolving User issues
2- Develop, implement, and maintain policies, procedures
3- Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate.
4-Manage the team and individual performance, technical and skills development
5-Review daily priorities and take appropriate action to ensure results are achieved .
6- full Manage IT asset , including maintenance of all component inventory, life cycle management and related documentation.
- Full knowledge of building a call center from scratch on open source elastic & freepbx
-- Full knowledge of building a CRM from scratch
- Full knowledge of server setup from scratch (on premise or cloud) for systems Windows /Linux
- Full knowledge to implement G Suite or office 365 with all modules and migrate from POP3 to exchange online.
Kunooz Al Seha & Back Comfort Group
2 years 7 months
Network &System Retail (RMS) Engineer
June 2012 - December 2014 (2 years 7 months)
Summary of Functions
Maintains network systems and services, ensuring service levels are sustained, including servers, routers,
switches, firewall, VPN, other IP devices, as well as all critical applications by installing, upgrading,
configuring and troubleshooting as required.
Management Scope: Supervises the activities o f Technical Staff members.
Duties and Responsibilities:
1- Plans and oversees the design and documentation of the Local Area Network (LAN) and Wide Area
Network (WAN), tracking of infrastructure system, specification and configuration of firewalls,
switches, core routers, VPN concentrators, web management devices; provide for other systems and
network engineering tasks, as required; researches the need and availability of appropriate hardware
for project; and configures and installs new network hardware . 2- Installs, configures and manages network reporting tools and software and uses monitoring,
performance analysis, network management, software and hardware to
troubleshoot, isolate and
3- Manages the utilization of hardware and software too ls to monitor the health of the company internet
connection, Wide-area-Network, and various Local-area-Networks; correct
issues and problems with
4- Utilizes software