Dedicated Team Leader promoting quality assurance, issue resolution and interpersonal communication skills.
Organized Team Leader with three years of experience. Builds positive rapport, inspires trust and guides teams to achieve organizational goals. Strong facilitator, trainer and mentor.
Moved more than 1000 devices from Windows operating system to Chrome OS (Google Products).
Overview
10
10
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work history
Service Devilry Team Lead
AlmajalG4s
Jeddah, Saudi Arabia
09.2021 - Current
Gave first-line support to customers within agreed Service Line Agreement (SLA).
Reviewed KPI and SLA performance and suggested actionable improvements for underperforming areas.
Coordinated workload with new teams to complete tasks in line with Service Level Agreements (SLA).
Coached team members through new or difficult workflows.
Promoted professionalism among staff to develop productive relationships.
Mediated team decision-making and problem-solving for peaceful resolutions and decision-making.
Developed and implemented strategic processes for improved productivity and profitability.
Investigated issues affecting group operations, prepared reports and helped correct problems.
Documented workflow charts, records and job descriptions to guide overall organisational improvements.
Oversee daily operations to achieve high productivity levels.
On-Site Support Team Lead
DXC (Hewlett Packard Enterprise)
07.2016 - 05.2021
Communicate team status, task accomplishment, and direction.
- Focus to the team on the tasks at hand or the internal and external customer requirements.
- Upgraded more than 1000 devices from Windows 8 and 8.1 to Windows 10 in 3 months (MENABEV CO).
Senior Assistance Customer Support
DXC (Hewlett Packard Enterprise)
07.2016 - 11.2019
Provide professional technical support to all IT support related tickets.
- Prepare, hand over and track IT assets (including PCs, monitors, etc.).
- Configuration and handover of Polycom IP phones (using Lync server 2013).
- Provide support for Apple products and smartphones.
- Minor account management duties in active directory.
- Monitor and handle professional HPE provided ticketing tool (HPSM).
- Collaborate with and assist different teams (network, messaging, application, etc.).
- First line support ERP Infor.
Achievements:
- Participated in the IP phones revamp project (replacing old Nortel phones for all users with modern Polycom IP phones).
- Assisted with the MenaBev HO transfer project from old HO to new one.
- Provided constant satisfactory and professional service and support to customers across all branches.
On-Site Support Engineer (IT Coordinator)
SIPCO (PEPSI Co. in SA)
05.2015 - 06.2016
I was a part of the support team providing technical support to SIPCO users before DXC took over IT duties and I transferred to them.
- Managed Network infrastructure and worked at Data center, Endpoint at security and Unified communication.
IT sales and support specialist
Jarir Books. tore (SA)
06.2014 - 04.2015
Provide customers with details and information about the various products available at Jarir and sell the products to the customers.
- Worked with the maintenance department and assisted them with various tasks.
Education
Bachelor's degree in Science - Hydrogeology
King Abdul-Aziz University
01.2005 - 04.2013
Skills
Very good communication skills
Excellent time management
Fully cooperative, creative and highly disciplined
Decision-making and leadership
Ability to work under pressure with tight deadlines
Ability to work both independently and as part of a team
Ability to work on multiple projects simultaneously
- Took a full certified training CCNA course in February 2018.
Attended several sites’ surveys to Aramco Exploration Department facilities with several faculty and student members in which we were exposed to the recent technical methods used to explore Gas and Oil on an intensive 5 5-day program (2012).
Attended Summer Training Program at Aramco in Jeddah area in 2004.
Electrical Power Technician at GENERAL CORPORATION FOR WATER CONVERSION, SHUAIBAElectrical Power Technician at GENERAL CORPORATION FOR WATER CONVERSION, SHUAIBA
Led cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals LtdLed cross-functional teams to manage daily spare order processing, ensuring seamless coordination between service, stores, and finance teams. Maintained high order accuracy and reduced communication gaps across departments.Trained over 100+ service engineers on CRM workflows, POD updates, and return processes during HO commercial trainings. Improved field team compliance and reduced repeat errors by over 20%.Owned end-to-end order lifecycle, including documentation, dispatches, POD tracking, and MIS reporting with minimal supervision. Enabled faster turnaround and higher accuracy in daily operations.Acted as a central escalation point between field engineers, HO departments, and senior managers to resolve system and order-related issues. Reduced escalations by ensuring proactive resolution within SLA timelines.Managed return spare process and validations, driving a 25% reduction in turnaround time and improving system accuracy. Ensured proper coordination with service and stores for smooth transaction closures.Initiated Kaizen process improvements for workflow automation, documentation, and order validation. Reduced manual work by 30% and helped in faster issue identification.Collaborated with IT team to test and implement new CRM workflows and resolve service module-related bugs. Ensured seamless migration and better user experience for the service team.Created and presented MIS reports for weekly DRM meetings and management reviews. Supported data-driven decisions and provided insights on pending and completed orders.Monitored pending orders and stock validations daily across CFA locations. Achieved 15% reduction in follow-up delays by implementing checklist-based follow-ups.Handled distributor and spot-visit orders, ensuring compliance with internal policies and faster processing. Reduced lead time by 20% with improved documentation and follow-ups.Supervised stock accuracy across locations and led reconciliation activities with store teams. Brought down discrepancies by 15% through structured checking and documentation.Prepared CRM master data and validated engineer records for smooth CRM transition. Increased CRM accuracy by 25% before new system rollout.Managed price lists and quotations, communicating with teams to ensure correct rates and GST compliance. Prevented billing errors and improved customer satisfaction on pricing clarity.Maintained GEM and E-Invoice portal compliance, uploading documents accurately to meet government requirements. Ensured zero rejection in audits and smoother order execution for public sector clients.Followed up on loan spare recoveries, ensuring 95% payment recovery by accurate tracking and coordination with accounts. Reduced pending dues and ensured clean financial closure of orders. at Transasia Bio-Medicals Ltd