Rashad Akram Zakar
Riyadh,Saudi Arabia
Summary
Accomplished expert with a wealth of knowledge in data analytics, IT service management, and technical assistance. demonstrated proficiency in quality control, performance monitoring, and project coordination. competent in overseeing cross-functional teams and making sure regulations are followed. knowledgeable about system management, demonstrated capacity to improve operational effectiveness through resource management and policy creation. devoted to leadership development and ongoing progress in fast-paced settings.
Dedicated professional with a talent for team leadership and strategic planning, ideal for the position of operations manager. competent in process optimisation and project management, with excellent communication and problem-solving skills. prepared to improve organisational performance and streamline processes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Voice Channels Operations Manager
stc
Riyadh , Saudi Arabia
05.2020 - 01.2025
- Managed voice-channel contact centre solutions across multiple departments
- Monitored and supported system issues including incidents and complaints
- Delivered analytical insights on customer journey to business teams and suggested process improvements
- Managed vendor relationships to optimise costs and ensure contractual SLAs are met
- Directed support team and operations teams
- Collaborated with STC section managers and stakeholders on contact centre systems
- Managed generation, validation and distribution of support processes for enhanced efficiency
- Managed SLAs with parent companies while coordinating with multiple vendors such as Avaya and Cisco
- Managed system sizing and capacity challenges effectively
- Generated statistical and management reports to monitor system behaviour and performance issues
- Developed ticketing system to enhance team support
- Supported development team to enhance technical support capabilities to an advanced level
- Assessed vendor solutions for effectiveness and efficiency
- Fostered continual team and individual development to achieve potential
- Generated detailed incident analysis and KPI performance metrics
- Developed service policies and procedures supporting new business initiatives
- Served as escalation point for team members and customers to senior management
- Facilitated technical training sessions for customer service alongside Support Manager
- Formulated strategic plans enhancing customer service team performance
- Managed vendor relationships ensuring timely delivery of services
- Implemented organisational policies for administrative oversight and internal controls
- Monitored key performance indicators to enhance customer loyalty aligned with department strategy
- Ensured compliance with applicable policies and regulatory requirements in Information Security
- Directed a team handling customer support, ensuring prompt responses and accurate delivery of client requests
- Enhanced operational efficiency by refining processes and driving strategic initiatives
Voice Channel support TL
stc
Riyadh
01.2014 - 05.2020
- Crafted compelling narratives to captivate and engage diverse audiences
- Engaged with audience during pivotal moments to sustain active participation
- Adapted acting techniques to meet audition requirements
- Portrayed diverse age groups and genders with authenticity and professionalism
- Logged and tracked support requests in compliance with company procedures
- Optimised IT processes to enhance workflow efficiency and productivity
- Simplified complex troubleshooting steps for better clarity
- Diagnosed and resolved hardware issues efficiently to minimise system downtime
- Oversaw operations across 35 call centres to ensure performance and service quality
- Led teams to meet business goals within budget and deadlines
- Conducted data analysis to identify issues and develop customised solutions
- Defined and implemented processes supporting internal and external customer needs
- Coordinated daily support activities to enhance team efficiency and collaboration
- Managed over 17 voice channel systems including Cisco, Genesys, Avaya, recording and reporting solutions
- Aligned IT service management with ITIL and COBIT best practices
- Collaborated with Operations staff and Service Delivery Manager to ensure SLA compliance
- Worked to ensure timely resolution of IT Help Desk tickets
- Monitored call centre systems using alarm tools including applications, SMS and email
- Managed 24/7 functionality of Voice Channel systems to enhance customer satisfaction
- Supported businesses in delivering tailored solutions to meet operational needs
- Conducted monthly training sessions for support team on customer interaction strategies
- Managed incident logs and reporting processes in line with ITIL standards using Remedy system
- Led and managed Service Desk team to meet client needs
- Managed critical customer incidents, ensuring clear communication and timely escalations to appropriate teams
- Ensured compliance with applicable policies and regulatory requirements on information security
Systems Support Team Leader
STCL (Saudi Tumpane Company LTD.)
Riyadh
05.2009 - 12.2013
- Network UTP Cables Termination & testing
- TCP/IP networking and hardware maintenance and repair
- Experience in Wireless Network Working on (2.4-5.8 GHz) Indoor & Outdoor (Installation, Configuration and Troubleshooting)
- Fiber cables & accessories termination, installation and testing
- Repair computer hardware, including desktops, laptops, and associated peripherals
- Reinstall operating systems in the case of hard disk failures
- Wide knowledge in Microsoft products (Operating systems, Office)
- Maintaining PCs and Printers
- Receiving and setting up hardware
- Diagnosing and fixing failed hardware
- Technical support for software and hardware issues and fix performance issues
- Setting up and maintaining backup systems (i.e
- Windows, outlook, Ghost)
- Ability to work with workgroup and domain environment (join PCs to domain, share folders, remote desktop, network settings …)
- Training new employees and Assistance with compiling procedural documentation
- Ensure computer hardware is safe & complies with health and safety legislation
- Applying patches in accordance with company procedures
- Excellent towards customer service and good communication skills
- Setting up new users' accounts and profiles and dealing with password issues
Service Desk Specialist
Kahluf Company
08.2005 - 05.2009
- Provide technical assistance for incoming enquires and issues related to computer systems (windows & MAC), software
- Handle print server related tasks and issues
- Respond to queries either in person or over the phone and respond to email messages for customers seeking help
- Install, modify, and repair computer hardware and software
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Write training manuals and train computer users
- Follow up with customers to ensure issue has been resolved
- Complies with IT policies including continuous improvement initiatives
- Run reports to determine malfunctions that continue to occur
- Respond to queries either in person or over the phone and respond to email messages for customers seeking help
- Install, modify, and repair computer hardware and software
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
- Provide technical assistance for incoming enquires and issues related to computer systems (windows & MAC), software, and hardware using remedy ticketing system
Education
Bachelors - Electrical Engineering
Al Baath University
Homs, SyriaSkills
- Technical support
- Data analytics
- Training and Development
- Performance monitoring
- Department management
- Project coordination
- Production reporting
- Quality control measures
- Quality Assurance
- Technical troubleshooting
- Technical communication
- Analytical-thinking
- Crisis management
- Leadership development
- Operational support
- Call center systems
- Cisco UCCE
- Genesys Voice
- Operational efficiency
- Policy development
- Resource management
- Operational performance monitoring
- Cross-functional collaboration
- Regulatory compliance
- Leadership
- Data analysis
- IT Service Management
- Project Management
- ITIL standards
- Communication
- Problem-solving
- Change management
- Project management
Certification
- KIKF Kanban Foundation
- OCI AI Foundations Associate
- DevOps Leader
- PgMP Program Management Professional
- COBIT 2019
- Agile Product Owner Role: Foundations
- Introduction to IT Architecture
- DevOps Foundations
- ITIL V3 Foundation in IT Service Management
- ISO 9001:2015 QMS lead Auditor
- ISO 14001:2015 Environmental Management
- PMP Project Management Professional
- MCSE, Microsoft Certified Solutions Expert
- MCDST, Microsoft Certified Desktop Support Technician
- CCNA, Cisco Certified Network Associate
- Microsoft Enterprise Administrator on Windows Server 2008
- Wireless Essentials Training on Wi-Max Technology
- Fiber Optics Installation Training
- ICDL, International Computer Driving License
Accomplishments
- Tracking system also ITS, trouble ticket system, support ticket, request management or incident ticket system
- Dashboard for all the Tickets and requests
- Statistic Dashboard for IVR calls as per call centers
- Dashboard for all Voice Channel system with backend integration
- Reporting WebPortal
- Install and Manage AVAYA system which is used by call center
- Install and manage Cisco Contact center systems
- Install and manage Genesys systems for Failed Operation call centers
- Prepared a Portal for the staff to extract any report needed
- Tasking system to track all the daily operation works
- Launching more than 15 Call centers with all functionality
- Installed Statistic system analytic for whole VCO systems
- Tracking Tasking system to manage the tasks assigned to users or groups
Languages
English
Arabic
Personal Information
- Date of birth: 01/01/85
- Nationality: Syrian
- Marital status: Married
Timeline
Voice Channels Operations Manager
stc
05.2020 - 01.2025
Voice Channel support TL
stc
01.2014 - 05.2020
Systems Support Team Leader
STCL (Saudi Tumpane Company LTD.)
05.2009 - 12.2013
Service Desk Specialist
Kahluf Company
08.2005 - 05.2009
- KIKF Kanban Foundation
- OCI AI Foundations Associate
- DevOps Leader
- PgMP Program Management Professional
- COBIT 2019
- Agile Product Owner Role: Foundations
- Introduction to IT Architecture
- DevOps Foundations
- ITIL V3 Foundation in IT Service Management
- ISO 9001:2015 QMS lead Auditor
- ISO 14001:2015 Environmental Management
- PMP Project Management Professional
- MCSE, Microsoft Certified Solutions Expert
- MCDST, Microsoft Certified Desktop Support Technician
- CCNA, Cisco Certified Network Associate
- Microsoft Enterprise Administrator on Windows Server 2008
- Wireless Essentials Training on Wi-Max Technology
- Fiber Optics Installation Training
- ICDL, International Computer Driving License
Bachelors - Electrical Engineering
Al Baath University
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