Engineer Customer Service

Younus Shariff

Riyadh, Saudi Arabia

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

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

Mobile: 009**-***-**-****

Career Highlights

9+ years of progressive experience in operations management, client relations and customer service with track record of achievements in delivering business improvement solutions, with a solution oriented approach and ability to achieve a common goal and provide competent solution towards achieving best business functionality. Seeks the next big career challenge and opportunity to apply knowledge and expertise on a larger scale.

Seeking a Project Management position in a progressive organization, this will allow me to contribute the value of my diverse managerial and business skills while offering me a challenging environment of opportunity and growth.

Qualification

Institution/ Organization

Course

Country

University

Attendance

Completion Year

Christ College

B.B.A

India

Pondicherry

Full Time

2010

HP

CCNA Certification

India

Bangalore

Part Time

2011

HP

PSG Foundation Certification

India

Bangalore

Part Time

2009

HP

A+ Certification

India

Bangalore

Part Time

2008

Work Experience:

Saudi Marble & Granite Factory Company

Oct 2014 – Till DATE: Office manager for CEO-KSA.

Responsibilities:

Prepare business correspondence including meeting requests, email drafts, letters, monitor monthly management reports, financial reports, and Market research and designs formats to enhance each document and review for accuracy.

Prepares Financial Reports and Presentations for Board Meetings as per CEO directives

Maintains CEO calendar and posts reminders of scheduled meetings and events.

Organize hassle free conference calls throughout the world

Makes travel arrangements for CEO ascertain which events require CEO to Presence and other individuals as requested; prepares detailed trip itineraries and maintains log of scheduled arrangements.

Excellent communication and presentation skills with the ability to influence and negotiate at all levels • Work closely with CEO in planning all Board of Director and Steering Committee meetings including attendance at events/dinners if needed.

Maintain CEO office petty cash

Prepare strategy, business plans and budgets for the CEO office

Organize Monthly Leadership meetings and maintain log, ensuring all material is prepared and documents collated to a high standard, and sent out to participants before meeting.

Routine follow ups with unit heads of HR, Finance, Sales, Marketing, Supply Chain, Manufacturing, Quality, Public Relation, Purchasing, IT, Audit, and Dairy Farms.

Creates, organizes and maintains files and databases of highly confidential data.

Maintain a high level of confidentiality being a true problem solver with good reasoning skills.

Work closely with GM of HR in on boarding new Managers, including new office space, desk location and office supplies.

Prepares documents and packages for domestic and overseas delivery.

Develop a new business prospect listing to ensure that future new business development is planned in advance.

Prepare business solution presentations for top management level.

Participate regularly in training sessions to improve both efficiency and effectiveness.

Serves as the primary contact for the CEO.

Travel with CEO to attend exhibitions, conferences, workshops throughout the world to accumulate contacts

Organize events with consultants and VVIP’s in star hotels.

Handles information that may be highly sensitive or confidential in nature.

Arrange events, workshops, conferences domestic and in international hotels

Screens incoming calls, correspondence and responds independently when possible.

Saudi Marble & Granite Factory Company

Sep 2013 – Oct 2014: Project Management Officer

Responsibilities:

Prepare first level plan and schedule of project

Analyzing Requirements for the project

Project planning assistance.

Interacting with resource persons and presenting in front of top management about each step of the current project cycle

Tracking resource availability across projects.

Reporting directly to top management and distributing information throughout the organization.

Administrative support, meeting planning.

Coordination between the support management for better results.

Dealing with the clients, taking their requirements about the project and working on the same.

Hiring employees as per the requirement of project.

Dealing with the new clients for getting the new projects for the company.

Hewlett Packard Global Soft India Centre.

Mar 2007 to May 2012: Senior Technical Engineer

Senior Technical Support Engineer with the team supporting commercial and retail clients from South East Asian Countries i.e., Singapore, Malaysia & Philippines. Troubleshooting hardware and software issues simultaneously achieving the goals in terms of metrics set by the company from time to time and delivering superior customer experience.

Provision of initial support of software applications, including installation and configuration of software, configuring and installing necessary updates for Computers, Laptops and Ipaqs.

Ensure delivery of high standard of personalized and efficient service, maintaining high level of operational efficiency.

Travelled to China, Thailand, Sri Lanka, and Dubai for business purpose.

Promoted as CCI Engineer (Consolidated Client Infrastructure Engineer).

Responsibilities as CCI Technical Engineer:

Providing Technical Support for Asia Pacific Region SEA and SPR.

Handling Escalated / Elevated Calls.

Technically skilled in Entertainment, Business Notebook PCs and Ipaqs.

Manage IT department with primary roles of promoting system usefulness, imposing IT policies and procedures, providing customer support and troubleshooting hardware and network issues.

Provide knowledge sharing, training, documentation for junior engineer to perform their task effectively. Ensuring SLA as per client requirement and resolving user’s IT related queries, end to end service delivery.

Integral part of decision making process with direct impact on business operations, strategy development, client service, and staff motivation.

Share best practices, ideas, approaches, know-how, business opportunities, and market-knowledge between various groups across the organization.

Promoted as EMT Engineer (Escalation Management Team Engineer).

Responsibilities as EMT Technical Engineer:

Working proactively with Level 3 Engineers, Leads and Operations to identify opportunities for quick resolutions.

Responsible in coordinating with the Logistics and Service Delivery teams on order shipping and releasing orders on hold.

Interacting with Onsite Team Managers and Engineers on daily basis to resolve the critical technical cases in India.

Generating and sharing reports with the team on weekly and monthly for the Technical Cases logged.

Responsible in providing Technical training in products related to Commercial and End User Notebook PCs and Desktop PCs for new joinee. Generate Customized reports on weekly basis for review.

Weekly / monthly meeting with business to identify the business concerns and IT needs, identify the service improvement areas.

Customer Support Executive (Technical), ICICI Onesource India, Bangalore. Feb 2006 – Jan 2007

Handling direct technical calls for major British Cable network customers.

Resolving technical problem or escalate to Tier 2.

Handling issues and escalations with technical queries.

Updating Customers data in database and maintaining Service Reports.

Handling day to day report generation and sharing with Team and Management alike

Worked with Trans Globe as a business partner. June 2012 – April 2013

Strengths

Possess strong Managerial skills, well-developed problem solving skills with attention to detail.

Excellent administration and coordination skills, People Management & Team building skills.

High-level analytical –problem solving skills interpersonal skills honed throughout work history with strong commitment to service excellence.

IT Proficiency

Operating Systems: Windows 7, 8, Windows 2003, Windows XP Professional, Windows Vista, Windows 10

Security & Other Tools: Microsoft Office 2003 / 2007/ 2010, MS Outlook, Symantec, Norton

Awards and Achievements

Achieved and maintained high Customer Satisfaction and quality scores consistently.

Awarded for error free dispatching accurate parts for onsite requirements across SEA & SPR.

Recognized for outstanding performance for TCE scores across SEA & SPR.

Awarded Best performer of the team on multiple occasions.

PERSONAL DETAILS

Languages known: English, Hindi, Urdu, Arabic.

Mobile: 009**-***-**-****

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

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

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