Customer Service Project

Turki Shammaa

Austin, Texas ***** +1-512-***-**** **********@*****.***

Summary/ Profile

Seeking an IT job that involves analysis, problem solving, and people interaction. I enjoy working with others and get tasks done with optimal outcomes.

Goal

IT Analysis / Compliance

IT & Special Knowledge

Business analysis

Risk management

Project management

IT compliance

Process mapping

Critical thinking

Visual modeling

Testing & implementation

Team leading

Shifts scheduling

Google Apps

Microsoft Office

PC & laptop troubleshooting

Windows & Mac OS

Arabic Language

Professional Experience

iOS Advisor Volt at Apple September 2016 – Present

Support many Apple popular products, from iPhones to iPads to iPods to iOS.

Provide world class customer service, troubleshooting, and technical support.

Meet average handle time requirement, customer satisfaction rate, and training modules for the program.

Audio Visual Technology Technician University of Dallas May 2015 – May 2016

Set up and install equipment such as microphones, sound speakers, video screens, projectors, video monitors, connecting wires and cables, sound and mixing boards for events, concerts, meetings and conventions.

Support classes at the university, and troubleshoot any technical issue that may occur during class sessions or lectures.

Catalog equipment inventory, and perform routine maintenance.

Supervisor Steak House Saudi Arabia November 2010 – November 2011

Oversee employees and maintain relationships with suppliers

Reduced the number of suppliers to 30% and helped increasing inventory accuracy by 85%

Helped reached the monthly and yearly budget target and assist to increase sales by 25%

Education

Master’s University of Dallas May 2016

Major: Information Technology Management

Conducted a team project in which the objective was to improve the University of Dallas website. The project involved planning, scheduling, organizing, and meeting the budget and time constrains.

Conducted a process mapping team project for a company in which the objective was to enhance the IT request handling process using techniques for change management, impact analysis, benchmarking, and error proofing.

Conducted a project to a large-sized company that had serious compliance issues, specifically in HIPAA compliance. The objective of this project was to determine best practices, enterprise scalability, standardization, and measurement using assessments and gab analysis.

Conducted a project in which the objective was to insure the alignment between the business needs and the IT strategy. The project required an evaluation of the internal and external domains of the company and how they were managed; taking into consideration the shareholders’ needs.

Bachelor’s King Saud University June 2010

Major: Quantitative Methods

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