Customer Service Management

Joe ABBOUD

*** - **** ******** *****, ******, ON, Canada, K1H 8J6

Phone: 1-613-***-****

Email: *********@*******.***

Languages: English, French and Arabic

IT and Business Consultant

Exceptional Talent for providing practical solutions that engage executive management and diverse teams at all levels. Highly respected by peers at the executive level, by staff, and customers.

Possess in-depth knowledge of government, retail banking, health, finance, HR and manufacturing processes and systems, combined with knowledge of the issues facing technology and service providers. A business and technical professional with broad skill test who is committed to growing the business.

Development Solutions:

- Strategy & Policy Formulation, Diagnosis & Analysis, Technical Assistance, Capacity Building, Institutional Development, Curriculum Development, Project Development, Project Management, Project Implementation, Monitoring & Evaluation.

Managerial Solutions:

- Strategy Formulation, Process & Risk Management, Talent Management, Organization & Restructuring, Marketing & Branding Policies, Sales & cross selling policies, Customer Service Practices, Management Information Systems, Recruiting, Consulting, Financial & Investment Advisory, Corporate Social Responsibility, Quality Control & Quality Assurance, Event Organization & Management.

Researches & Studies:

- Market Studies, Market Surveys, Labour Market Surveys, Feasibility Studies, Strategic Business Plans, IPO Preparation, Inward Investment, Mergers & Acquisitions, Business Intelligence, Export promotion.

Core Competencies Include

Customer Service

Technology

Education, Training and Certifications

Diploma of Advanced Technical Studies, Business Computing, Institute of Tourism, Lebanon

1993/Oct - 1996/Jun

Baccalaureat 2, Experimental Sciences, Dekwaneh Official High School, Lebanon

1990/Oct – 1993/Jun

MCP (Microsoft Certified Professional)

MCSA (Microsoft Certified Systems Administrator)

MCSE (Microsoft Certified Systems Engineer)

UNIX Courses, at FormaTech (Computer Training Center)

A+ certification at FormaTech

Stock Market Trading Program at E-Money Power

Microsoft Licensing : FPP, OEM, OLP, OV, Select, Academic, School & EA (Microsoft Training)

Windows Server 2008 (SBS, EBS, Virtualization) - (Microsoft Training)

Microsoft Forefront Security - (Microsoft Event)

The Security Landscape - (Microsoft Training)

Seminar: Selling Is Not Telling, Management By Objective (Dr. Tony Gibeily - USJ Dean)

SQL Server 2007, Exchange Server 2007, ISA, Citrix, Office Communicator, VOIP, CRM Solution, ERP Solution, BI Solution, Sharepoint 2007, Symantec, MCAFEE, Forefront, DPM, Disaster Recovery, high Availability, Microsoft Dynamics, SCCM, SCOM, GFI, SAP, CA, BO, HR Software, CID Software, Crystal Reports, Great Plains, Virtualization.

Business Intelligence Solution : OLAP, Data Mining, Artificial Intelligence, Predictive Modeling, Forecasting. Business Performance Management, Optimization, Adaptability, Decision Trees & Tables, Artificial Neural Networks, Fuzzy Logic Systems (Softflow Training)

Work Experience

MANAGING DIRECTOR, 2009/Mar - Present

ENTREPRISE SIGMATRONIX (Founder) Ottawa, Canada

Assists in unit testing to verify the system functions satisfy business requirements.Participates in the review of technical designs.Prepares project plans that outline expected tasks and activities.Evaluates software vendors and solutions.Develops network operations budget and ensures operations meet approved budget levels.

MARKETING AND SALES MANAGER, 2007/Oct - 2009/Feb

AMERESE INT. TRADING LLC Beirut, Lebanon

Responsible for sales channel development (Law Enforcement, Intelligence and spy products), new market identification and penetration, financial channel management and large-scale contract negotiations. Identified potential market threats, trends, and opportunities for sales and business growth. Skills development, trainer and policy compliance. Proposals for Lebanese Military, Police and Customs. Meet aggressive deadlines and juggled multiple priorities. Mobile marketing and online social media strategy marketing campaigns, overall project management implementation.

CHIEF INFORMATION OFFICER - First Principal Inspector, 1994/Jun – 2007/Sep

GENERAL DIRECTORATE OF GENERAL SECURITY, LEBANESE GOVERNMENT (LEBANESE POLICE, CUSTOMS, IMMIGRATION) Beirut, Lebanon

Manage human resources within the IT department in liaison with the human resource management department. Motivate the staff for better performance. Recruiting and training new candidates.Set annual targets related to IT operations and monitor the overall performance of the entire departments.Monitor network security, disaster recovery, high availability and supervise the entire network system.Design IT policies and monitor implement them.Prepare an annual business plan for the IT department, by coordinating with other departmental heads and also the junior level management of the IT department.Come up with innovative ideas and keep tabs of the latest technology and figure out the new strategies applied.

SkillsExcellent communication, leadership and collaboration skills.Possesses solid project management skills.Advanced decision making and problem solving skills.Business acumen, knowledge and professionalism.

Community Involvement

Founder of an NGO (Non-Profit Organization): SNAP - Special Needs Activity Programs for mild and moderate special needs children in Lebanon.

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