Help Desk Quality

Mohammed Al Nazal

Logistics Engineer, Quality Support Associate, Material handler III, Contract Administrator, IT System Administrator, Desktop Support, and IT Helpdesk.

916-***-****, ***********@*****.***

2 Buchannon Dr Apt 211, Carlisle, PA 17013

Authorized to work in USA, No Sponsorship or Visa required. Ready to relocate. Summary:

As a Logistics Engineer, I assist in the development of logistics and supply chain solutions for new and existing customers. Work as a member of the Contract Logistics Operations team to develop solutions to generate new business opportunities as well as to increase opportunities with existing customers.

Quality Support Associate with a year experience in Work Instruction creation, Employees auditing, Safety Orientations. Being a Quality Support Associate opened numerous horizons for me to navigate through many managerial and corporate aspect, creating document, professional correspondences, high level meeting with decisions making, reliably and a lot of things still waiting for me to conquer. Contract Administrator with three years experience in contract management, Logistic Support and Document Controlling including training and team leading a group of 6 at ENI and South Oil Company.

IT professional with +10 years of experience in different information technology including Help Desk Support, IT System Administration, and recently Material Handler Level III (iPad Functions, iPad GSX, iPhone GSX, iPhone Re-Quote, iPad Re-Quote and Apple CND) Qualified.

Technical Skills:

• Document Controlling.

• Training, Orientations, Meetings and Conferences management.

• Team Leading.

• Contract Administration and Management.

• Programming languages: Visual Basic, Visual FoxPro, Pascal and Delphi.

• AT&T Technical/Mechanical Field II qualified.

• Microsoft Office (Word, Excel, Access and Outlook), MAC (Pages, Numbers and Keynote), SAP, Apple Global Service Exchange (GSX), Apple CND system.

• Database Management, SQL, Access, FileMaker.

• PKMS power user.

• Troubleshooting, PC assembling and maintenance, Software installation.

• LAN Installation & Cabling (Ethernet crossover cable, Coaxial cable, Fiber Optic cable).

• Different Multimedia presentation.

• Windows OS (XP, 7 and 8), MAC OS, IOS, Android.

• Domain Controller, ISA server and Active Directory.

• Languages: English, Arabic.

Experience:

Logistics Engineer, (September 2014 – January 2017), CEVA Logistics - Carlisle, PA.

• Assemble data from varied sources in formats appropriate to the specific analysis.

• Participate on Project Teams in the design of solutions and preparation of proposals.

• Research labor, automation, and equipment costs.

• Develop labor content analysis; carry out time studies, set labor standards for new and existing projects and processes.

• Use spreadsheets, Visio, AutoCAD, and world class warehousing techniques to design and optimize solutions. Familiar with software based times study tools such as Timer Pro

• Assist and manage operations implementations including testing, validation, (regression testing), commissioning of systems changes ranging from WMS to local developed tools

• Execute and/or manage design and integration of Warehouse storage systems, Pick Modules, High Speed camera data capture systems

• Assist in customer presentations.

• Provide training to Operations and support functions in the use and maintenance of automation and software tools

• Provide demonstrations of WMS and other tools.

• Support procurement with packaging design factors as they apply to specifying and sourcing shipping cartons and materials.

• Power user on PKMS and SAP, internal queries editing and running, deep and thorough data mining and querying.

• Automation experience, troubleshooting and escalation.

• Each and Case Pick, Pick to Light, Put to Light modules speed, productivity and maintenance.

• Inventory basic tasks and reports.

• Kitting and bundling for special work order for the customers, line setup and manpower distribution, lay out design.

• Speed lanes design, with velocity and replenishment plans.

• Heat Map/ABC analysis and velocity report and pick faces distributions and physical positioning.

Quality Support Associate, (December 2013 – October 2014), DB Schenker, Carlisle, PA.

• Help and assist in all matters relating to implementation of quality systems.

• Preparation of training materials for different departments aimed at perfection in quality standards.

• Initiating internal communication regarding the progress of otherwise of such quality standards across departments.

• Assisting the Quality Supervisor in assessing the strengths and weaknesses, which have a role to perfect quality standards in various departments.

• Maintenance of files and documents pertaining to such quality audits.

• Gathering information and constantly updating knowledge on the various changes that are happening in the field of quality audit.

• Work closely with the various departments to ensure that any shortcomings or lacunae are removed within a particular time frame.

• Taking steps to ensure that all laid down procedures and specifications.

• Communicate with employees of various departments and inform of the areas of strengths and weaknesses.

• Observing employees while at work and suggest corrective action if required.

• Suggesting changes to ensure that the work procedures and equipment fall in line with the required specifications and requirements.

• Implemented AppleScript into SAP interface to create automated work process with zero errors.

• Implemented AppleScript into Mac OS to convert a used-to-be manual process into fully automated process that decreased the time-study from approximately 90 to 20 seconds.

Material Handler III, (December 2012 – December 2013), Apple (via Volt Workforce Solutions), Elk Grove, CA.

• Training new employees and accommodate them to the system and how to do the task they are going to be responsible to do in their assignments.

• Quality Assurance as it pertains to the functions of Apple’s iPhone, iPad products. NTF, Data Analysis, and Warranty Recovery as a Rework Technician.

• SAP data entry.

• Computer Diagnostics for Apple Products, conducted data analysis, diagnostic procedures, visual inspection and quality control.

• Conducted VMI Inspections, product returns, audit procedures and replacement procedures.

• Conducted functional tests include restorability, battery, Wi-Fi, Bluetooth, ALS, Accelerometer, Screen and 3G.

• Download iTunes updates, Apple software and performed diagnostics on iPhone, iPod and iPad products to capture end-user issues.

• Practicing GSX on iPads and iPhones including Functions test and efficiency.

• Practicing Re-Quote process to escalate the Abuse cases to the customers.

•Contract Administrator (Team Lead) (September 2010 - November 2012), Eni, Basra, Iraq.

• Serve as the point of contact for customers on contractual matters. Act as contractual

“middleman” between company employees and customers.

• Provide redlined recommendations.

• Maintain contractual records and documentation such as receipt and control of all contract correspondence, customer contact information sheets, contractual changes, status reports ... etc.

• As needed, provide guidance on contract matters to project managers or other operational staff, including training to new project managers and other employees in contracting practices and procedures.

• Develop and implement procedures for contract management and administration in compliance with company policy. As appropriate, contribute to or influence company policies.

• Monitor compliance by company employees with established procedures.

• Identify areas of recurrent pressure.

• Work with Finance to ensure adherence to broader finance and risk requirements such as revenue recognition, pricing and discounting policies, export controls etc.

• Handle on-going issue and change management

• Monitor transaction compliance (milestones, deliverables, invoicing ... etc.).

• Ensure contract closeout, extension or renewal.

• Member of the Commercial Tenders Opening Committee.

• Managing a group of (6) of contract administrators.

Document Controller - Programmer, (September 2008 - December 2010), South Oil Company, Basra, Iraq.

• Translating, editing, revising and printing out memos and official letters and correspondences.

• Managing enquiries and contracts database using Visual Fox Pro and Excel.

• Reporting all contract activities and correspondences.

• Bids opening committee member.

IT System Administrator (September 2004 - August 2009), Zain, Al Sulaimaniya, Iraq.

• Troubleshooting hardware and networking.

• Dealing with users, getting their enquiries and solving their problems.

• Conceptualizing and developing all the graphic designs, web designs, and coming up with creative ideas and doing concept work.

• Managing the IT store, inventory.

• Taking part in the Company Software Developing.

• Dealing with the company external dealers that use a website connected to the company database.

• Working on the connection between Baghdad (the HQs) and Basra Branch, and for the Basra branch divisions.

• Watching and troubleshooting the Internet system, reporting problems to the team leader, and then to the service provider.

• Managing the network by installing the relative software and hardware including wiring and network structuring.

• LAN wiring, installing and managing.

• Working on the domain controller (DC), ISA server and active directory.

• Respond to requests for technical assistance in person, via phone, electronically.

• Diagnose and resolve technical hardware and software issues.

• Research questions using available information resources.

• Advise user on appropriate action.

• Follow standard help desk procedures and Log all help desk interactions.

• Administer help desk software.

• Redirect problems to appropriate resource, Identify and escalate situations requiring urgent attention, Track and route problems and requests and document resolutions.

• Prepare activity reports.

• Stay current with system information, changes and updates.

• LAN installing and maintenance, batch panels, VOIP telephone.

•

Conference Assistant (March 2004 - August 2004), RTI International, Basra, Iraq.

• Contribute in Public Health Conference as a Coordinator (CDP - Civic Dialogue Program).

• Contribute in Journalists Conference as a Coordinator (NGO).

• Contribute in South Region Conference on Fiscal and Administrative Decentralization.

(LGP- Local Governance Project).

• Contribute in preparation for the National Democratic Dialogue.

• Conference (DDA (Democratic Dialogue Activity)).

• Support the Civil Dialogue Program through feed activities in Basra.

• Establishing contact and cooperating with NGOs and local authorities.

• Translating articles.

• Liaising with International organizations on issue relating to organization of conferences, workshops, seminars, and invitation.

• Reserving the accommodations for the attendees in the hotels.

• Preparing the halls for the Conferences and Meetings.

• Making briefs for the Conferences points and Meetings. Volunteer Experience:

Translator / Interpreter at (September 2012 – Present), Howe Avenue Elementary School, Sacramento, CA.

• Translating from English to Arabic.

• Simultaneous and real time interpreting for family meetings, Interventions and Conferences.

• On-Phone Interpreting.

Education:

• Bachelor of Computer Science, University of Basra, 1999 – 2003, Recognized in the US.

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