Project Support Engineer

Employment Application

Attention : Human Resources

Abdel-Fattah Hamoud

Senior Support Engineer

Saudi Arabia

Al-Moammar Information Systems (MIS)

Riyadh 11464 - P. O. Box 16116

Pearl Center – King Abdul-Aziz Rd.

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

Day Phone Number: +966-*********

Mobile Phone Number: +966-*********

Fax Number : +966-*-*******

Website Address: http://sa.linkedin.com/in/abdulfattahhamoud

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Specialties

IT Customer Service Delivery & SLAs, Contact Centers Support Operations, Interactive Voice Response Systems, Automatic Call Distribution (ACD), M3 IVR Scripts Design Improvements, Helpdesk Support Operations, BMC Remedy ( Action Request System ) , Unified Communications Solutions, Business Support Services.

Projects Worked On :

-Current : SAMBA Financial Group, Collections Division, Unified IP v6.6 SP2 Automatic Out-Bound Dialer, Riyadh, KSA

-Previous : Saudi Electricity Company, Unified IP v6.6 SP1 In-Bound IVR & ACD, Jeddah, KSA

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Personal Information

Birth Date: 1 October 1983

Gender: Male

Nationality: Jordanian

Visa Status: Looking For a US Work / Employment Visa

Residence Location: Riyadh, Saudi Arabia

Marital Status: Single

Driving License: Valid Saudi Driving License

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Professional Experience

June 2008 - Present: Senior Consultant Engineer ( Aspect Certified ) , Aspect Contact Center Software Solutions

Al-Moammar Information Systems (MIS)

Projects Worked On :

- Current : SAMBA Financial Group, Collections Division, Unified IP v6.6 SP2 Automatic OutBound Dialer, Riyadh, Saudi Arabia

- Previous : Saudi Electricity Company, Business Systems Development, Unified IP v6.6 SP1 In-Bound IVR & ACD, Jeddah, Saudi Arabia

Company Industry: Information Technology

Job Role: Support Services

The organization (MIS) is one of the leading Information and Communication Technologies (ICT) solutions & system integration companies in the Kingdom of Saudi Arabia. Its partners Aspect Software Inc. is one of the top Contact Center Industry Corporations worldwide.

Job Responsibilities:

• Installing & Configuring Interactive Voice Response Software Application to enhance Contact Center functionalities/ capabilities ensuring optimum utilization of resources whilst providing quality customer service.

• Devising/managing the Entire Contact Center infrastructure including LAN/WAN networks, Voice Mail Configurations, Automatic Call Distribution Optimization as well as Inbound / Outbound ACD / M3 Service Monitoring in the Customer Service Contact Center located at the Saudi Electricity Company. Introducing new systems/equipments, assuring updates and maintenance are performed on current systems to keep up with changing organizational needs.

• Assessing current Call Center system effectiveness and proposing new systems, system changes or software packages as appropriate, adhering to all programming, testing, access and documentation standards.

• Performing regular system checks and preventive maintenance to ensure optimum system performance.

• Monitoring End-Of-Day system performance reports for anomalies, and implementing immediate remedial measures.

• Testing and evaluating network systems to eliminate problems, making improvements, escalating unresolved issues to senior N/W engineers for timely solutions.

• Guiding and motivating work force, imparting continuous on-the-job training for accomplishing greater operational effectiveness/ efficiency.

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August 2006 - January 2008: IT Onsite Support Engineer

Schlumberger

Al-Khobar, Eastern Province, Saudi Arabia

Company Industry: Oil/Petroleum

Job Role: Support Services

The organization is a leading oilfield services provider, trusted to deliver superior results and improved E & P performance for O & G companies around the world. It develops products, services and solutions that optimize customer performance in a safe and environmentally sound manner.

Job Responsibilities:

• Evaluated/identified organizational requirements, to establish operating procedural standards, recommended infrastructure (hardware/ software) requirements in addition to upgradations, to ensure acceptable levels of security, disaster management and data recovery plans.

• Served as the 2nd point of escalation to promptly resolve/ troubleshoot PC related incidents, requests and issues faced by the customers and implemented changes in consonance with Service Level Agreement (SLA).

• Efficiently handled day-to-day administrative activities pertaining to access for infrastructure services and assistance to servers including File Servers, Application Servers, DNS/DHCP/WINS Servers, Messaging Servers, Domain Controllers and Print Servers.

• Provided technical support for Dell Latitide C600 with the help of D620 Business Series Laptops and solved several issues faced by end users at the Dell Precision Workstation.

• Installed/ configured and regularly upgraded McAfee Antivirus virus protection guard for servers, monitored network connectivity, capacity, performance, usage and maintained PCS security status to the "green level" for network devices, providing support for remote access services, to tender the most cost-effective and efficient use of servers to users.

• Systematically recorded organizations PC assets in the GIP database, monitored and managed system resources, including CPU usage, disk usage, and response times to maintain operating efficiency.

• Attended training sessions/ program conducted by the organization as per corporate on-the-job training policy/ norms to complete QHSE training required as per Aramco standards/ procedures.

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February 2006 - August 2006: JDEdwards ERP Technical Support Specialist

Al-Falak Electronic Equipment & Supplies Co.

Al-Khobar, Eastern Province, Saudi Arabia

Company Industry: Information Technology

Job Role: Technology

The organization is a leading IT and communications solution provider focused on delivering complete end-to-end solutions. It has embarked as an industry leader for providing System Solutions & Consulting, Enterprise Resource Planning, General Contracting -Software Solutions, etc.

Job Responsibilities:

• Installed, configured and deployed Enterprise, Deployment and Web Servers. Implemented HR, Finance and the Project Management (PM) modules of the JDEdwards ERP Package.

• Interfaced with business stakeholders for ongoing support and defined requirements for new functionality.

• Coordinated customer and support issues between support sites to ensure timely distribution of knowledge and positive impact on customer satisfaction.

• Utilized technical area expertise to assess, select, manage and implement enterprise application components to ensure that the technical solution solves the business problem as an organic part of the organization’s operational and functional baseline.

• Worked closely with product specialists to brief senior managers and end users on applications integration/functionality within the enterprise.

• Identified technology inadequacies/ deficiencies that affect the functional area’s ability, recommended corrective measures/ actions thus supported/ met organizational goals.

• Provided ongoing application technical support and issue resolution, assisted with the maintenance and support of the reporting suite, assisted in producing technical and training documentation and generated monthly status reports.

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Education

December 2012: King Fahd University of Petroleum & Minerals, Saudi Arabia

Master's degree, Business Administration

GPA: 3.33 / 4

• 2006-2007: Completed 4 Pre - MBA courses at KFUPM as a part - time student.

Course Syllabus:

• Management Information Systems.

• Introduction to Marketing.

• Financial Accounting.

• Micro/Macro Economics.

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August 2005: King Fahd University of Petroleum & Minerals, Saudi Arabia

Bachelor's degree/higher diploma, Computer Engineering

GPA: 3.52 / 4

• Accumulative GPA : 3.52/ 4.00.

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Career Level

Career Level: Mid Career

Notice Period to Work: Immediately

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Target Job

Target Job Location: USA; UAE; Qatar ; Saudi Arabia

Target Industry: Support Services; Computer/Hardware; Computer/Software; Consulting Services; Engineering; Information Technology; Oil/Petroleum; Technical/Maintenance; Telecommunications

Employment Type: Employee

Employment Status: Full time

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Skills

[2008 - 2011]

- Aspect Unified IP v6.6 SP1/SP2 Contact Center Solution (Aspect Certified Engineer) .

- IVR Scripts Design and Improvements .

- System Management and Configuration Changes on InBound ACD Services as well as OutBound AOD Services for the Aspect Unified IP v6.6 System.

- Performing Daily On-Floor Technical Support for the Contact Center End-Users (CSRs, Team-Leads, and Supervisors) - Daily Operations .

- Daily Management and Support of Voice Recordings in the Unified IP Telephony Subsystem (Linux Platform) as well as the Recording Servers .

- Daily Management of the Unified IP system Alerts and working out Immediate Remedial Action in case of High Severity Alerts .

- Working on Unified IP - Data Views Reporting Tool to Generate Daily Productivity Reports for the Contact Center .

- Business Objects Reporting Skills .

[2006 - 2008]

- Worked on BMC Remedy Ticket Handling Action Request System (version 6.X) .

- Wireline Base IT / Helpdesk Support Operations and Maintaining Compliance with SLAs

- Administrative Work On PKI Corp. Badges Physical Access Management : Badge Activation / De-Activation .

- Completed basic QHSE Training Requirements as per ARAMCO standards .

- Administrative Work On Activating / Un-tainting LDAP Records for SLB New Recruits .

- Successfully Passed LRA as well as SSO Tests through SLB internal Hub site .

- Successfully Completed LMS (Learning Management System) Online Training Courses as part of the On-Job-Training .

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Languages

Language Skill Level Years of Experience Last Used

Arabic Expert More than 10 years 1 month or less

English Expert More than 10 years 1 month or less

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