ZIYAD TARIQ AL-MUJADDIDI
Customer Support Engineer
Jeddah
Summary
First-rate Senior Customer Support with exceptional skills and knowledge in customer support and project management and over 10 direct years of experience providing outstanding support to users of all levels on many field aspects. Subject Matter Expert in managing the airlines which are our projects and established reputation as a sharp technologist able to work well with people to find solutions.
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Effective interpersonal and communication skills General technical understanding of different technologies and solutions. Fully understanding of systems integration technologies. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Excellent reputation for resolving problems and improving customer satisfaction. Talented professional considered a knowledgeable leader and dedicated problem solver. Brings 10 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs, and improvements.
Overview
10
10
years of professional experience
1
1
Certificate
5
5
Languages
Work History
Customer Support Engineer III
Panasonic Avionics Corporate
Jeddah
12.2016 - Current
- Mainly provide full on-site support to our customers (Airlines) on their In-Flight Entertainment and connectivity systems, by managing it on a daily basis and monitoring aircraft/system health and affectivity to directly contribute to internal and external customer satisfaction
- The biggest commercial-supported customers in the Gulf region are Saudi Arabian Airlines, Etihad Airways, Emirates Airlines, Qatar Airways, and Turkish Airlines
- The essential thing on these projects is to respond to airline queries related to the operation & maintenance of the systems on time and ensure there are proper system integration engineering documents, manuals, procedures, method statements, etc
- Required for successful execution of the Project according to quality and time requirements
- Drive the projects to ensure customer satisfaction by meeting deadlines, and quality specifications, and leading customer interactions for the project
- Development of the customer product and service development offering through best-in-class practices
- Increase customer satisfaction by resolving in-service/pending issues which drive to improve the passenger experience during the flights
- Customized products to meet user specifications improving customer experience
- Consistently exhibit professionalism in order to enhance the customer's perception of the Company
- Regularly reporting to our management, the operational activities of the department, challenges and issues faced, mitigations have taken, etc
- As required, to keep them informed and updated
- Conduct a pre-outage study & operational rhythm by understanding and studying the technical details of the systems including the history of the systems, recommendations of the OEM, layout, operating conditions etc, to ensure the planning and execution are accurate
- Investigate and assist in the resolution of operational and /or maintenance-related issues, utilizing areas of expertise from the different internal functional groups this includes identifying the size of the problem / associated trends and reporting/implementing a recovery plan.
Flight Service Engineer
Thales International Saudi Arabia
Jeddah
03.2013 - 11.2016
- Worked on the In-Flight Entertainment (IFE) system to support Saudia Airlines and SAEI (Saudia Aerospace Engineering industry)
- Provide timely in-airline and on-wing support on Thales IFE and connectivity system (WiFi, GSM) provided by Sita On-Air
- Expert on comprehending and follow instructions, procedures, diagrams, manuals and to comprehend and follow verbal instruction
- Knowledge of reading aviation documents such as SB, SSRM, CPL, ICD, AMM, and IPC
- Provide maintenance recommendation for solving all software & hardware issues related to the Entertainment system
- Collecting logs and data for the IFE & connectivity systems for analyses to give us more understanding about the system performance.
Business Application Support
Mohammed Yousef Naghi Motors
Jeddah
01.2012 - 03.2013
- Worked on special project which is new application related to all kind of cars departments (parts, service, finance, logistic, … etc)
- Our responsibly was to train all the users/ employees before the application lunching
Education
Project Management Institute -
PMI
03.2021 - 03.2021
Diploma - Project Management
Jeddah Certificate of Appreciation from VP & GM of Panasonic Avionics/ - undefined
OATC Academy
Panasonic Dubai Designated Instructor Program Certification - Panasonic Avionics - USA - undefined
Bachelor of Computer Sciences - Programming
King Abdulaziz University
Skills
Customer service and support
Certification
Certified Project Management Professional - PMI - April/21
Timeline
Certified Project Management Professional - PMI - April/21
04-2021
Project Management Institute -
PMI
03.2021 - 03.2021
Customer Support Engineer III
Panasonic Avionics Corporate
12.2016 - Current
Flight Service Engineer
Thales International Saudi Arabia
03.2013 - 11.2016
Business Application Support
Mohammed Yousef Naghi Motors
01.2012 - 03.2013
Diploma - Project Management
Jeddah Certificate of Appreciation from VP & GM of Panasonic Avionics/ - undefined
OATC Academy
Panasonic Dubai Designated Instructor Program Certification - Panasonic Avionics - USA - undefined
Bachelor of Computer Sciences - Programming
King Abdulaziz University
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