Management Customer Service

Walid H. Mansour

*** ********* **, **********, ** 75081

Phone: 214-***-****

*******@*******.***

(U.S. Citizen)

Objective

Obtain a challenging position as a systems analysis. I have over 4 years of experience in the customer service field; interact well with customers and management. Detail oriented, excellent analytical and problem solving skills, excellent writing and oral communication skills

Highlights

Microsoft Office 2003-2007-2010-2013-2016

Microsoft Visio 201*-****-****

Windows 98 & 95, Windows NT, Windows 2000, Windows XP, Windows 7, Windows 8.1 and Windows 10

Education

12/2012 The University Of Texas at Dallas

Bachelor of Science in Management Information System and Business Administration

Work Experience

06/13 – 12/15 Business Analyst’s - ESKADENIA Software Consulting

Advised business users on options, risks and costs, recommended business priorities, and documented and assessed business requirements to service operation

Performed analysis and design for a Property Management System to support management ; Provide technical assistance with computer hardware and software

Diagnosing Windows operating systems (Win 7,8, and Win 10)

Defines project requirements by identifying project milestones, phases, and elements; forming project team.

Worked with business users to gather, identify and document systems requirements and specifications.

Gathered and documented client requirements, business needs and project objectives, via feedback sessions and client meetings.

Translate business requirements into functional requirements for development and QA teams.

Functioned as a liaison between clients and development teams to analyze opportunities for business process improvements relating to the Commissions Administration and Reporting Systems

Presented professional product demonstrations to the product management and business users.

Identified, tracked, reported and then resolved any issues or problems in a timely manner.

Conducted user acceptance testing (UAT), verified performance, reliability and fault tolerance.

ERP Business including financial system; In addition to Supply Chain management system (Inventory system, Item Management, Inventory, Purchasing, Sales Management).

01/06 – 11/07 IT Support and Software Solutions - Agility Logistics

Performed analysis and design for a Property Management System to support management in daily operations; Provide technical assistance with computer hardware and software

Provided systems administration support for windows systems including server and workstation installations, upgrades, backup and disaster recovery monitoring, user account setup and security administration.

Identified, tracked, reported and then resolved any issues or problems in a timely manner.

Performed regular system backups and recovery procedures, closely following SOPs to ensure system security.

Helped resolve virus outbreak as member of a team that quickly isolated and removed virus that had infiltrated systems.

Trained employee’s to avoid suspicious computing activities and schedule regular maintenance tasks to ensure that problems are contained before they become a major issue.

10/04 – 12/05 IT Support - PWC Logistics

Performed analysis and design for a Property Management System to support management in their daily operations.

Install a wide variety of peripheral device including printers, scanners, wireless access points, routers, switches, and even VoIP equipment, depending on the customer.

Diagnosis and removal of wide range of malware.

Trained employee’s to avoid dangerous, unsafe computing practices and activities.

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