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Technical Support Customer Service

Riyadh, Riyadh Province, Saudi Arabia
August 29, 2017

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Waleed Mohammed Kamel El Said Helal

***Amin Mostafa St,from mohamed askr st, el Zahraa st,

Eastern Ain Shams,Cairo, Egypt


Career Objectives

-Get an excellent level in the field of Business Solutions ERP.

-Master different types of Business Solutions ERP studies

-Work in a friendly and motivated environment that helps me to develop my skills.

Employment history

1.AX Project manager & Solution Architect At eBECS Limited –KSA 4/2014 till now

Projects: Microsoft dynamics AX 2012R3

ETE Ready MIX _ ETE Contracting _ Lucy Switch Gear_ Pertro Conversion company_AL Ghad colleges _Al Nimal Contracting company_ (PPC)Al Ahsa Plastic Products Co._(ABC)Al-Hasa Automatic Bakeries Co._(SMC)Shopping Mall Co._(CSC)AH Cold Store

Modules: (Process Manufacturing-Master planning - Project accounting- Trade and logistics- Financial-Service management)

Job Description:

Plan and manage resources accordingly to ensure successful implementations

Manage budgets and team schedules

Customer advisor, company advocate

Effectively present information and respond to questions from groups of managers and clients

Participate in business process discovery meetings with clients to assess technology needs

Translate business needs into solution requirements, initial design concepts, rational business and functional requirements and specifications for solutions

Work closely with clients to proactively review applications; make recommendations on products and/or modifications in accordance with client needs

2.Lead AX Functional Consultant At ITEAM MS Partner –Qatar 11/2012 till 3/2014

Projects: Microsoft dynamics AX 2012R2)

Modules: (Process Manufacturing-Master planning - Project accounting- Trade and logistics- Financial-Service management)

UCC Construction Company (Urbacon General contracting)

Projects: Microsoft Dynamics AX2012R2 Modules: (Project accounting- Trade and logistics)

KCT (AlKhayyat Construction Company)

Project: KCT is a Syrian Establishment was formed . Ever since it started operating in 1983, KCT has grown to assume a leading role in the field of construction for the quality and

Al Tadamon Motors & Trading - Doha, Qatar (التضامن للسيارات )

Project: Microsoft dynamics AX 2012R2) Modules: (Trade &logistics)

Altadamon Motors & Trading Company is a subsidiary of Al Muftah Group and is an authorized sub-dealer of Toyota and Lexus vehicles in Qatar. Business

SIG AL-Siddiqi Holding

Projects: Microsoft Dynamics AX2012R2 Modules: (Production –Master plan- Trade and logistics)

Job Description:

•Establish an overview of the requirements defined by the customer; drives definition of business, technical, and architectural requirements, and recognizes any inconsistencies, assumptions, and critical elements that must be considered in an Enterprise solution.

•Demonstrate experience in use of common software implementation methodologies, including an understanding of Microsoft Sure Step; understands and applies relevant problem solving frameworks and techniques to client engagement and internal projects.

•Define the functionalities, use cases, interfaces, and/or load scenarios for which a POC may be needed, and outlines any prototypes as required.

•Help drive the estimation of the effort to realize the implementation of the proposed solution. Interact with stakeholders in the IT and business groups to provide the engineering view of the users' vision regarding the structure and function of the system, as well as the areas in which the system must be able to evolve. Develop the integration strategy, if required, following fundamental architectural concepts and in accordance with customer’s requirements and constraints, to ensure that Microsoft solutions and customer’s data sources are appropriately integrated. Plan and oversee the execution of the User Acceptance test in collaboration with the project manager and gathers early user feedback on the solution from key customer stakeholders. •Validate that the solution will satisfy the customer’s requirements after a POC or UAT.•Guide the project through the development and implementation phase to handle solution oriented topics.

•Demonstrate ability to plan and manage engagement work and allocate resources appropriately under time, quality and budget constraints.

•Work collaboratively with practice leadership team to grow, develop and enhance solution best practices, tools and methods, and intellectual property

3.Senior AX Functional Consultant From 01/2011 Till 11/2012

at Columbus Global - KSA

AX Module: ( E-con Configurator Product Builder/ Trade & Logistics/ Production/ Master Plan/AX CRM)


1-Al Harbi Holding

a.Saudi Marble & Granite Factory Company

b.ALHarbi Trading & Construction Co

2- Maadaniyah ( Masabik/Aslak/Mahawer/ETS)

3-Arab Builders For Telecommunications & Security Services (ABTSS)

4-Al-Saghyir For Construction And Trading

5-Gulf Elevators & Escalators Company Ltd (GEEC)

Job Description:

-professional services (implementation – Training – Documentation-Support).

-ERP diagnostics & perform presales activities: such as client need assessment, presentations, demos, POCs, technical proposals

-Perform After-sales activities: such as solution delivery project management, installation, implementation, customization, training, technical support…

4.Senior AX Consultant From 4/2010 To 12/2010

- Swiss Garment Company-Arafa Holding

Project: (Porini Apparel & Textile Project)

Module: (Financial / Trade & Logistics/ Production/ Master Plan)

Job Description:

- analyzing the business requirements to design required solution and configuring ERP system to meet the business needs

- Ensure effective usage of application portfolio

- Provide support and maintenance of ERP systems Microsoft Dynamics AX 2009

- IT Application incidents within a timely and efficient manor

-Provide technical support to users on MS Dynamics AX and solve any issues/errors reported to helpdesk.

-Ensures software integrity between objects on production environment and test environment

-Create and Maintain all application

5.Business Solutions Consultant (GP – AX 2009 - BI ) From 12/2008 To 04/2010


AX Module: ( Trade & Logistics/ Production/ Master Plan/CRM)

Projects: partner's electronics 3E – EL RASHEDY EL MEZAN

Job Description:

-Professional services (implementation – Training – Documentation).

ERP diagnostics

-perform presales activities: such as client need assessment, presentations, demos, POCs, technical proposals

-Perform After-sales activities: such as solution delivery project management, installation, implementation, customization, training, technical support…

-Work closely with clients and partners technical teams to achieve assigned objectives.

6.Trainee From Jan2007 to Dec2008

At Fujitsu MCIT

Training on Microsoft Dynamics™ Great Plains 10.0

Projects: WEMAA Courier Service

7.Sales & Call Centre Manager From Dec2007 – Nov2008

At AlMoasher for Stock Market Services (Al Awael Company)

Job Description:

-Controlling in bound and out bound calls by managing IVR configuration system.

-Making call scenario, call process and work cycle in call centre

-Make customization to CRM (ACT CRM)

-Developing training plans for senior & junior team members.

-Monitoring and develop action plan for each team member

-Evaluating team performance.

-Use all acquired skills from Speed Send training to maintain the professional customer service handling

-Ensures efficient day-to-day operations of the call center through constant monitoring of CSR performance, proper functioning of equipment, seating arrangement and system availability.

-Ensures that all call center members comply with department customer satisfaction standards and SLA.

8.Senior Customer Care From 09/2006-12/2007

At Al Awael (IT House)

Job Description:

-Responsible for client’s kick off meeting to plan for the system and the process and collect data for making customization for the software.

-Coordinating and planning projects with the manager Cairo Head office, and the others branches.

-Taking the proper actions to solve technical issues with the Technical department.

-Preparing reports concerning customers' complaints.

-Preparing reports concerning the business flow inside the department.

-Improving the performance to gain customer satisfaction.

-Conducting customer training courses.

9.Customer Service Coordinator From 07/2003-09/2006

At Ministry of State for administrative development

Job Description:

-Handling governmental customers complains.

-Handling the customers’ database.

10.Technical support From 07/2001-09/2006

At Golden Gate for computer services

Job Description:

-Technical support for computer components.

-Handling customers' inquires efficiently.


for reference :

Transcript ID: 810893

Access Code: wmk4267956


Training center


Microsoft Sure step


1.Managing Microsoft Dynamics Implementations

E-Con Sales and Product Configurator


2.E-Con Sales and Product Configurator (ADD ON)

Apparel & Textile


3.Porini Apparel & Textile (ADD ON)

Microsoft Dynamics ERP

AX 2012

Columbus Global

4.Microsoft Dynamics AX 2012

-Implementation methodology management

-Process Manufacturing &Discrete Manufacturing.


-Tade And logistics

Microsoft Dynamics ERP

AX 2009

NEW Horizons

5.Microsoft Dynamics AX 2009

-Trade & Logistics

-Production - Master planning

-Project accounting

-Installation & Configuration

Microsoft Egypt

6.Microsoft Dynamics AX

Production process Manufacturing

Microsoft Dynamics


Great plains

Fujitsu Training Centre

7.Microsoft Certified Business Management Solutions Professional

a.Applications for Microsoft Dynamics™ GP 10.0

i.Microsoft Dynamics GP Financials

ii.Microsoft Dynamics GP Inventory & Order Processing

iii.Microsoft Dynamics GP Report Writer

iv.Microsoft Dynamics GP project series

v.Microsoft Business Solutions - Great Plains Manufacturing Applications

vi.Microsoft Business Solutions - Great Plains field service implementation

8.Microsoft Certified Business Management Solutions Professional

a.Installation & Configuration for Microsoft Dynamics™ GP 10.0

i.Microsoft Dynamics GP Installation & Configuration

ii.Microsoft Dynamics™ GP Modifier with VBA

9.Microsoft Certified Technology Specialist SQL Server 2005

a.TS: Microsoft® SQL Server™ 2005 - Implementation and Maintenance

10.Microsoft Certified IT Professional ( Database Administrator - Database Developer)

a.Designing and Optimizing Data Access by Using Microsoft® SQL Server™ 2005

b.Designing Database Solutions by Using Microsoft® SQL Server™ 2005

c.Designing a Database Server Infrastructure by Using Microsoft® SQL Server™ 2005

d.Optimizing and Maintaining a Database Administration Solution by Using Microsoft® SQL Server™ 2005

11.Modern advanced accounting

12.Accounting information systems (AIS)

13.Enterprise Resources Planning (ERP

Business intelligent (BI)


- QLIKVIEW (Developer)

- QLIKVIEW (Professional )

Business courses

Fujitsu Training Centre

Plan your own Developing

Understanding leadership

Project management

Persuading with numbers

Giving presentations

Report writing

Working in Team

Customer Services

Starting the Sales

Creating your sales plan

Business courses

Bedaya Foundation For Developing Human Resource

Communication skills - time management -7 Habits - Emotional intelligent - Creative thinking

IT Skills




Microsoft SQL Server2012

Microsoft access


Microsoft Windows Server 2012


Capability of building & administrating a server(s) handling all the services, ensuring the stability & the flexibility at the same time.

Wire and wireless networks infrastructure

Microsoft Internet Information Service® (IIS Server)

Microsoft Internet Security and Acceleration Server® (ISA Server)

Hard ware

IBM x Series Servers.

Configure DSL routers including firewall configuration.

Configure and secure wireless Access Pointes.

Microsoft products

Microsoft Office 2013

Symantec PC Anywhere, Net Support, Remote Assistance

MS-Project 2013

MS-Visio 2013


CRM (ACT 2008

a system analyst for CRM


Adobe Photoshop, Adobe Premiere and other programs

Soft Skills

- Strong planning, organizational and task prioritizing skills

- Diplomacy and flexibility

- Problem solving

- Good communication skills

Language Skills:

Arabic Native

English Fluent (speak, read and write).

French Beginner (level 3) AT LCSE

Personal data

Gender: Male

Date of Birth: 9th February 1980

Place of Birth: Cairo, Egypt.

Nationality: Egyptian

Religion: Muslim

Martial statues: married

Identify card no: 1 04851

Military service: completed.


-Bachelor "Faculty of Education " May 2001.

Ain - Shams University “Faculty of Education”.

English department

Hard Worker

Note: - I'd like to join your respective institute to increase my experience, and feel that I can add value to your respective teamwork.

Many thanks Waleed Helal

Hint: If you have any further questions, please do not hesitate to call or email me.

Contact this candidate