Ahmad Abu Helwa

Mobile: (971-**-*******

E-mail: ad3yem@r.postjobfree.com

EDUCATION

****- **** ******** ********** ** Sharjah (AUS), UAE Bachelor of Science in Computer Engineering (ABET accredited) Minor: Engineering Management.

Certified CCNA Training.

WORK EXPERIENCE

Jan 2017 – Current Apple Dubai

Genius, Apple Sore

• Participated in helping Apple expand its first wave of operation into Middle East by opening the first Apple Flagship store in UAE.

• Provided insightful advice, and hands-on technical support to Apple customers on daily basis.

• Troubleshooting/ triage and repair all Apple products, and provided swift resolution to customers' technical problems.

• Ensured team members are educated about new products and technologies, and provided required support to genius grove when needed. And support new team members throughout onboarding process by providing technical and behavioral advice

• Confer with customer escalations and assist in repairing relationship with Apple End-users. March 2016 – Dec 2016 Cubic Art – Pixels Co. Abu Dhabi Field Operations Engineer, Fleet Management

• Lead vehicles operations control and monitoring through advanced control system.

• Developed and implemented a comprehensive validation plan to ensure robust field performance of fleet for different cities in KSA

• Provided operational management information through reporting, by designing process definition, collecting and analyzing data using different reporting system

• Developed vehicles operational plans on the control system according to requirements

• Identified areas of improvement in control system and assisted in implementing solutions May 2015 – Feb 2016 Product Support Engineer, Nattiq Technology Co. Sharjah

• Performed HW/SW solutions necessary testing in order to meet products design.

• Took ownership of technical issues resolution and worked with development teams to report and resolve issues

• Participated in providing products training to customers as required

• Ran research, diagnosed, and identified solutions to resolve customer issues.

• Handled customers queries about different features and capabilities of Nattiq's products. Feb 2014 – Nov 2014 Quality Assurance Executive, Dubai Al Tayer Group

• Improved integrated Quality Assurance Management System through store visits, ongoing review of process, recommending improvements and ensuring a consistent point of reference through memos and documentation to maintain the expected quality standards in the retail roles.

• Completed store quality reviews for retail stores which includes store visits in UAE, Kuwait, and Bahrain.

• Participated in developing and maintaining policies and procedures- Standard Operating Procedures (SOP), to ensure company meets organizational and regulatory standards for proper function, safety, quality, and consumer acceptance.

• Lead improvement projects and initiatives identified through surveys, customer complaints, conducting audits, that continuously improve the processes, systems, staff motivation levels and the work environment.

• Performed trend study and root cause analyses of the data that are gathered from various process/ performance measurements and statistics of incidents and recommended corrective and preventive actions.

March 1st, 2012 – Oct 2013 General Motors, OnStar Middle East Dubai Field Test Engineer

• Lead engineering HW testing process in the Middle East, including:

* HW development testing: execute test procedures for each HW release to debug and ensure that design specifications are met; report HW failures & follow up through resolution in next releases

* HMI testing: execute validation procedures for Arabic Speech Engine, Arabic translations and HMI layout, to ensure a quality output that meets customer expectations

• Completed GSM/GPRS field testing and validating OnStar system in 6 GCC countries, until the system approval obtained.

• Planed field testing activities of OnStar HW in vehicles for different cycles according to program time frame.

• Designed and developed test case outlines and test procedures for the tracking system and any new features

• Ensured proper functionality and services of OnStar device with different vehicle radio models, using different SW’s like QXDM and OCCSim.

• Gathered, interpreted, and analysed complex data after each field testing cycle

• Support the development of training documents and workshops to introduce new employees to OnStar system, including both overall training for cross functional teams and in-depth training for engineering department new employees

• Implemented new OnStar capabilities, services, features and technologies Jan 2009 – Sep 2011 Motorola Mobility Dubai

Technical Account Manager – MENA

• Drove Mobile phone software integration into different stages of development and followed up with different teams to solve and eliminate issues until product is ship authorized.

• Managed technical issues resolution projects by working with different teams like engineering development teams.

• Lead products Type Approval process with local authorities in different countries in MENA, and was in charged of portfolios Localization.

• Lead new products technical trainings for front line salesmen, partners and merchandisers by holding regular training sessions to provide them with required product technical background and knowledge.

• Establishing a good working relationship with carriers including occasional onsite visits (KSA, Jordan), and was the key point of contact for carriers in MENA.

• Communicated with third party SW vendors to develop localized applications. Sep 2007 -Jan 2009 Motorola Mobility Dubai

Field Technical Support Engineer

• Field-tested different wireless technologies (GSM, CDMA, and LTE) in MENA, to ensure product quality according to Motorola’s quality standards and guidelines.

• Worked with different SW provider teams internationally and Products Engineers to report HW/ SW failures & followed up through resolution in next releases

• Performed mobile phones automated drive tests to check phone-network compatibility, and ran a field drive test in different countries (UAE-GSM/GPRS and Yemen-CDMA).

• Prepared and ran mobile devices drive test process in Yemen to enhance Mobile devices' performance.

Profile

Jordanian, Born in Kuwait (September, 1983),

Marital Status: married.

Languages: Fluent Arabic and English, written and verbal communication.

- References are available upon request.

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