MAHMOUD ARABI ZAKI ABDELAZIEM
Riyadh
Summary
Seeking a new challenge in career, where can effectively utilize expertise in X-ray and Inspections systems field and skills in Projects, Service, Training technical support Management and team leading. Aspire to hold a position that will enable to use qualifications and abilities to cooperate with colleagues to achieve the company goals, Experienced Skills Trainer with a demonstrated history of working in the services industry. Strong human resources professional skilled in Operations Management, Coaching, Retail, Customer Satisfaction, and Team Building
Overview
15
15
years of professional experience
1
1
Certification
Work History
Training Lead, Technical Support Manager
Saudi Bell Group Co
03.2023 - Current
- Manages service department team and handles customer service interactions, reports, and repairs
- Ensures excellent customer service, maintains strong relationships with customers and third-party vendors and ensures repeat customers
- Delegating and directing service tasks, monitoring progress of current projects, and managing service team members to ensure team's objectives and sales goals are met
- Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers
- Assisting with or performing administrative tasks, such as managing and updating invoices, processing new orders, and tracking inventory
- Setting up and maintaining service desk and evaluating its efficiency
- Resolving service desk problems and improving service methods to increase service desk's productivity and customer service
- Monitoring department issues and client complaints to create methods to lessen recurring issues
- Auditing work and customer service to ensure company's high standards, efficiency, and productivity goals are met
- Maintaining strong relationships with manufacturers, dealers, and sales representatives
- Helping to train new employees in company procedures
- Maintaining strong working knowledge of industry regulations, restrictions, and laws, ensuring company's adherence to these regulations, and remaining current on industry's standards and new innovations, materials, tools, and processes
- Responsible for developing and reviewing all program training materials
- Recommend policies, processes
- Execute classroom engagement training at headquarters, to include New
- Employee Training and skills improvement
- Develop, document, and manage training and knowledge transfer procedures that meet requirements and defined policies
- Conduct training events for customers, Technicians, Engineers in English and Arabic
- Develop and design training material (presentations, videos, handouts)
- Conduct T3 training for new trainers (internal trainers and external)
- Training providers)
- Provide support as needed including developing training material, conducting training with regard to products from other locations
- Develop training program (agenda, method, framework conditions)
- Independently research and prepare necessary content
- Participate in project meetings
- Responsible for Initial and advanced Engineers/ Operator/Image Analysis Training for all of Rapiscan and AS&E's equipment's, Smiths Equipment, L3 systems, NUCTECH equipment's, Baggage scanners equipment's, Itemizer, Handheld Xray systems, Low
- Energy Equipment's, the training is designed for new users of Rapiscan and AS&E
- Smiths, Nuctech,L3 gear and covers topics like general safety, radiation and X-ray safety, basic radiation and X-ray theory, detailed system operations, and basic image analysis
- Responsible for radioactive detection system training (hands on
- Power point presentation)
- Responsible for Image Analysis training, Advanced Image Analysis training, maintenance courses at various levels, and customized training
- Responsible for Train Trainer program to certify other instructors on behalf of
- Rapiscan systems AS&E as trainer to deliver instructor-led Initial
- Repair/Operator/Image Analysis
- Training and to certify Engineers
- Provides training schedules and agendas
- Determines course content and objectives
- Determines system utilization requirements by researching and testing systems
- Evaluates technical employees and identifies areas needing improvement
- Prepares training materials and sessions, in groups or individually
- Reports data on completed courses, issues, and absences
- Determines overall effectiveness of programs and training by listening to feedback and making improvements as necessary
- Recruits and onboards new technical trainers
- Maintains technical knowledge by attending educational workshops and reviewing publications
- Conducts Operator, Technical training needs assessment by collecting information on employee skillsets
- Creates technical training programs according to requirements
- Responsible for Rapiscan systems and AS&E Training and Curriculum creation and improvement
- Responsible for world travel and providing new and experienced operators and image
- Analysis with latest information and best practices from field as holding technical degree in electrical /mechanical engineering, supporting Field Engineers Team in operation and repair of electronics, high voltage, hydraulics, pneumatics, mechanics, electrical systems, and computers.
Project Manager
Saudi Bell Group Co
09.2022 - 03.2023
- Responsible for oversight of projects from beginning to end
- Responsible for developing and managing robust project schedules based on contract requirements to ensure on time delivery of program by identifying milestones and critical paths
- Responsible for meeting financial objectives of program by forecasting requirements; preparing annual program budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Tracks financial performance of programs and support commercial team to improve its financial contribution to business
- Responsible for identifying and categorizing risks and working with stakeholders to mitigate risks which may impact successful implementation of program
- Keeps external as well as internal stakeholders fully updated on possible risks in timely manner such these risks could be mitigated
- Responsible for developing and measuring criteria to monitor program schedules
- Reports on Program KPIs, objectives and milestones achievement
- Trackers and reports on overall program financials to senior management and customers on regular basis
- Work closely with stakeholders to determine program scope, project migration plans and strategy that meets customer's needs
- Works with customer, clients and internal teams to resolve any issues and barriers which would impact program execution
- Responsible for management of overall cross-functional program teams
- Will also provide assistance by providing guidance in problem solving and directs activities relative to performance of tasks in support of assigned program requirements
- Responsible for allocating resources and management of project team
- Proactively manages potential conflict and resource constraints
- Completing project handovers and client training
- Create plans for teams
- Managing day to day technical tasks of project
- Manage shipments from many international suppliers, Specifying, scheduling, and organizing equipment for project
- Managing client relationship and representing company in professional capacity
- Writing and issuing site reports and other associated documents, including technical reports
- Used project management tools and techniques for positive, successful outcomes
- Identified and deployed resources with individual responsibilities for project completion
- Documented appropriate project plans and controls in line with change lifecycle
- Assured project documentation followed internal quality standards
- Monitored project spending and compiled budgets to develop business use cases
- Delivered on projects' key objectives with agreed budgets, timelines and standards
- Implemented and maintained appropriate systems to enable successful planning and scheduling
- Prepared project performance reports with statistics and newly researched information
- Led technical delivery teams with in-depth understanding of processes and techniques to deliver high-quality solutions
- Managed workforce planning, compiling information for informed decision-making
- Built and nurtured professional relationships with wide range of stakeholders
- Defined risk profiles for each project and prepared contingency plans to minimise business risk
- Acted as single point of contact for customers and internal stakeholders
- Identified and managed budget, timescale and scope changes, recommending actions and improvements to meet project goals
- Embedded lean governance operating models, valuing ownership, predictability and transparent delivery over pre-prepared project reporting
- Used business intelligence reports to manage project financials, initialise project invoicing and revenue recognition
- Managed RAID successfully, governing milestones and noting adherence in line with project plans
- Adhered to project governance cadence and escalation routes
- Streamlined multiple plans and dependencies across range of teams into single overarching perspectives and plans.
Field Service Engineer Level 3
Saudi Bell Group Co
01.2022 - 09.2022
- Carry out service, maintenance and installation And Commissioning and preventative and corrective maintenance activities on Smiths Detection products
- Rapiscan systems Products, L3 Systems products, Nuctech Systems Products
- Provision of technical support to Smiths Detection Rapiscan systems, L3 systems
- Nuctech Systems customers and sales/project staff
- Maintenance of appropriate technical licenses, security licenses and security passes
- Completion of works documentation and entering into service system database
- Perform service and maintenance for x-ray and inspection systems, as requested by
- Field Service Managers
- Follow Field Service contract requirements for response time, information reporting and customer management
- Inspection, repair, testing and adjustments of Smiths Detection products, Rapiscan systems, Nuctech systems products
- Communicate with customer up to and during system corrective and preventative visits to ensure work is executed according to plan and in alignment with Saudi bell group objectives
- Maintain and carry Field Service Tool Set
- Assist FSE I's or peers when needed or requested
- Order, install, and return parts and manages repair parts cycle time
- Seeks to provide technical support to customers and other service professionals as required
- Perform installations and upgrades of Varian Medical Systems products
- Resolve technical issues and assist teammates with troubleshooting
- Generate job reports with VMS reporting tools
- Participate in internal training courses on VMS products and independently maintain high level of competence
- Implementation of system approvals and training customers in basic operations.
Technical Trainer, Field Service Engineer Level 3
Rapiscan
01.2019 - 01.2022
- Systems/AS&E Company, Middle East &Cairo
- Carry out service, maintenance and installation of Smiths Detection products
- Rapiscan systems Products, L3 Systems products, Nuctech Systems Products
- Provision of technical support to Smiths Detection Rapiscan systems, L3 systems
- Nuctech Systems customers and sales/project staff
- Maintenance of appropriate technical licenses, security licenses and security passes
- Completion of works documentation and entering into service system database
- Perform service and maintenance for Xray and inspection systems, as requested by
- Field Service Managers
- Follow Field Service contract requirements for response time, information reporting and customer management
- Inspection, repair, testing and adjustments of Smiths Detection products, Rapiscan systems, Nuctech systems products
- Communicate with customer up to and during system corrective and preventative visits to ensure work is executed according to plan and in alignment with Saudi bell group objectives
- Maintain and carry Field Service Tool Set
- Assist FSE I's or peers when needed or requested
- Order, install, and return parts and manages repair parts cycle time
- Seeks to provide technical support to customers and other service professionals as required
- Perform installations and upgrades of Varian Medical Systems products
- Resolve technical issues and assist teammates with troubleshooting
- Generate job reports with VMS reporting tools
- Participate in internal training courses on VMS products and independently maintain high level of competence
- Implementation of system approvals and training customers in basic operations
- Responsible for Initial and advanced Engineers/ Operator/Image Analysis Training for all of Rapiscan and AS&E's equipment's
- The training is designed for new users of
- Rapiscan and AS&E gear and covers topics like general safety, radiation and X-ray safety, basic radiation and X-ray theory, detailed system operations, and basic image analysis
- Responsible for radioactive detection system training (hands on
- Power point presentation)
- Responsible for Image Analysis training, Advanced Image Analysis training, maintenance courses at various levels, and customized training
- Responsible for Train Trainer program to certify other instructors on behalf of
- Rapiscan and AS&E as trainer to deliver instructor-led Initial Repair/Operator/Image
- Analysis
- Training and to certify Engineers
- Responsible for Rapiscan and AS&E Training and Curriculum creation and improvement
- Responsible for world travel and providing new and experienced operators and image
- Analysts with latest information and best practices from field as holding technical degree in electrical /mechanical engineering, supporting Field Engineers Team in operation and repair of electronics, high voltage, hydraulics, pneumatics, mechanics, electrical systems, and computers
- Provides training schedules and agendas
- Determines course content and objectives
- Determines system utilization requirements by researching and testing systems
- Evaluates technical employees and identifies areas needing improvement
- Prepares training materials and sessions, in groups or individually
- Reports data on completed courses, issues, and absences
- Determines overall effectiveness of programs and training by listening to feedback and making improvements as necessary
- Recruits and onboards new technical trainers
- Maintains technical knowledge by attending educational workshops and reviewing publications
- Conducts Operator, Technical training needs assessment by collecting information on employee skillsets
- Creates technical training programs according to requirements
Technical Support Specialist, Area Manager
Technical United Works Co
06.2014 - 01.2019
- Carry out service, maintenance and installation of Smiths Detection products
- Rapiscan systems Products, L3 Systems products, Nuctech Systems Products
- Provision of technical support to Smiths Detection Rapiscan systems, L3 systems
- Nuctech Systems customers and sales/project staff
- Maintenance of appropriate technical licenses, security licenses and security passes
- Completion of works documentation and entering into service system database
- Perform service and maintenance for X-ray and inspection systems, as requested by Field Service Managers
- Follow Field Service contract requirements for response time, information reporting and customer management
- Inspection, repair, testing and adjustments of Smiths Detection products, Rapiscan systems, Nuctech systems products
- Communicate with customer up to and during system corrective and preventative visits to ensure work is executed according to plan and in alignment with Saudi bell group objectives
- Maintain and carry Field Service Tool Set
- Assist FSE I's or peers when needed or requested
- Order, install, and return parts and manages repair parts cycle time
- Seeks to provide technical support to customers and other service professionals as required
- Perform installations and upgrades of Varian Medical Systems products
- Resolve technical issues and assist teammates with troubleshooting
- Generate job reports with VMS reporting tools
- Participate in internal training courses on VMS products and independently maintain high level of competence
- Implementation of system approvals and training customers in basic operations.
Maintenance Engineer
Giza Cables Company
12.2008 - 06.2014
- Programming and maintenance of temperature controllers and thermos systems
- Programming and installation drive systems, (Schneider, Siemens)
- Maintenance of different Types for TPE plastics Machines (Extrusion, injection, cutting)
- Maintenance of compressors (Atlas Copc)
- Maintenance of production line (Scales, cooler, hopper, vibrators, valves, control units, sensors)
- Design and implementation and maintain PCB boards.
Education
Bachelor's Degree - Electonics and Electrical Engineering
Minia University
Egypt07.2008
Skills
- Excellent interpersonal and communication abilities, with strong people engagement to deal with numerous internal and external stakeholders
- Able to build excellent working relationships with colleagues from across organization and at all levels
- Ability to successfully manage many high priority objectives simultaneously
- Good English language skills: Spoken, Written and communication
- Recognized qualification in IT (Microsoft, Cisco etc)
- Good general knowledge of mechanical, electrical, civil, hydraulic, electronics or complex electro-mechanical equipment or systems and knowledge of HV Systems Medical or Industrial engineering
Certification
- Certified Technical Support Level 3, Rapiscan Systems /AS&E Company in UK- From 19 To 24 AUG 2023.
- Certified Train the Trainer, NUCTECH Company in CHINA- From 25 Mar To 30 Mar 2022.
- Certified Technical Trainer, Rapiscan Systems /AS&E Company in UK- From 01 Jan 2019 to 07 Jan 2019.
- Certified Trainer the Trainer, Rapiscan Systems /AS&E Company in UK- From 01 Jul 2021 to 05 Jul 2021.
- Certified Technical Support Level 3, Varex Imaging in USA- From 13-24 April 2015.
- PLC-S7 Siemens, Drives ABB - GIZA PLASTICS COMPANY- 6 OCTOBER CITY-2008.
- Diploma in Axis communications’ Academy fundamentals, Axis communications’ company –Holiday inn Hotel - Riyadh – Saudi Arabia - 2015
- CISCO Certified Network Associate (CCNA) - syllabus – Doki- Giza- 2014
- Certified as Operator L1&L2 and Technical Support L3 For X-ray Systems (ZPORTAL II, CAR VIEW, ZBV, M60 Eagle, P60 Eagle, P60 ZBx, OMNIVEW II) in UK - from Jan 2019 to 25 July 2021.
- Environmental Management Systems requirements (ISO 14001:2004) - GIZA PLASTICS COMPANY- 6 OCTOBER CITY - 2013
- ISO 9001 & OHSAS 18001 (INTERNAL AUDIT) - GIZA PLASTICS COMPANY- 6 OCTOBER CITY - 2013
- Preparation for ISO Certification Audit- GIZA PLASTICS COMPANY- 6 OCTOBER CITY - 2011
- Statical Techniques and Sampling Procedures SPC - GIZA PLASTICS COMPANY- 6 OCTOBER CITY -2011
- Occupational Health & Safety Management System ((BS OHSAS 18001: 2007)) - GIZA PLASTICS COMPANY- 6 OCTOBER CITY -2009
- Auditor Training ISO 19011 (BS OHSAS 18001) - GIZA PLASTICS COMPANY- 6 OCTOBER CITY-2009
Timeline
Training Lead, Technical Support Manager
Saudi Bell Group Co
03.2023 - Current
Project Manager
Saudi Bell Group Co
09.2022 - 03.2023
Field Service Engineer Level 3
Saudi Bell Group Co
01.2022 - 09.2022
Technical Trainer, Field Service Engineer Level 3
Rapiscan
01.2019 - 01.2022
Technical Support Specialist, Area Manager
Technical United Works Co
06.2014 - 01.2019
Maintenance Engineer
Giza Cables Company
12.2008 - 06.2014
Bachelor's Degree - Electonics and Electrical Engineering
Minia University
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