Mohammed Osman

Facility and work-control professional with direct experience managing work orders, preventive and corrective maintenance, and vendor coordination through CAFM/CMMS systems (IBM MAXIMO). Skilled at maintaining accurate asset and compliance documentation, producing performance reports, and keeping multiple stakeholders — engineers, contractors, and clients — aligned and moving fast. Comfortable operating in high-volume, fast-paced environments where organization and follow-through directly affect service delivery.

Work Control Center Coordinator (Help Desk) at Zahran Facilities (2024-08 – Present)

• Manage work orders end-to-end within a live CAFM/CMMS system (IBM MAXIMO), from intake and classification through dispatch and closure.
• Track preventive (PPM) and corrective (CM) maintenance activities, keeping service records accurate and current.
• Classify and prioritize incoming maintenance requests by urgency and SLA, keeping response times on target.
• Coordinate between clients, engineers, supervisors, and maintenance teams to keep every job moving without delay.
• Maintain accurate documentation of labor, materials, and equipment used, supporting audit-ready record keeping.
• Prepare daily, weekly, and monthly reports on performance, backlog, and KPIs for leadership visibility.
• Support maintenance planning and scheduling, helping the team stay ahead of upcoming workload.

Facility Officer at Al Baraha Medical City (2016-06 – 2019-02)

• Coordinated daily facility operations across a busy medical city, ensuring smooth functioning of electrical, HVAC, and IT-related building services.
• Managed and tracked maintenance requests end-to-end, escalating unresolved items and following through to timely resolution.
• Supervised contractors and maintenance teams, holding vendors accountable to compliance and quality standards.
• Monitored core facility systems daily, catching issues early before they affected operations.
• Supported asset management and inventory tracking, maintaining accurate, up-to-date equipment records.
• Maintained proper documentation of maintenance activities and service reports, supporting audit and safety reviews.
• Ensured compliance with safety regulations and operational procedures across all facility activities.

Electronic Services Officer at HALA Electronic Services Office (2023-05 – 2024-07)

• Managed and tracked service requests to completion within defined procedural timelines, coordinating with users and government processes.
• Maintained accurate documentation across transactions and applications, ensuring compliance with regulatory requirements.
• Diagnosed and resolved user issues related to platform access, account verification, and service processing.
• Verified accuracy of submitted data before processing, catching errors early to prevent downstream delays.
• Coordinated with users directly to resolve cases in real time, keeping transactions moving without delay.

Customer Service Representative at MIG Electronics (2019-06 – 2023-04)

• Logged and tracked every service request to resolution within agreed timelines, coordinating with technical repair teams to keep work on schedule.
• Maintained accurate records of service activities, repairs, and customer interactions.
• Diagnosed hardware and software issues methodically before coordinating next steps with repair teams.
• Guided customers through device setup and preventive maintenance, documenting outcomes for future reference.
• Ensured consistent, reliable follow-through on every open service case.

Customer Service Representative at Zain Telecom (2014-10 – 2015-09)

• Delivered consistent service across phone, in-person, and email channels, coordinating with internal teams to resolve customer needs.
• Logged every customer interaction accurately into the CRM system, maintaining reliable records for follow-up.
• Assessed customer needs and coordinated appropriate solutions, tracking each case through to resolution.
• Helped onboard and train new team members, documenting best practices to standardize performance.
• Managed a high-volume queue efficiently, prioritizing tasks to meet service commitments under time pressure.

Technical Support at General Administration of Telecommunications & Information Systems (2013-02 – 2014-02)

• Served as first point of contact for users across phone, email, and ticketing channels, logging and categorizing every request.
• Prioritized incoming incidents by urgency, coordinating resolution timelines to keep the support queue moving.
• Delivered initial troubleshooting and resolved common issues directly, reducing unnecessary escalations.
• Maintained clear documentation for every case, ensuring continuity when issues required escalation.
• Escalated complex or unresolved issues to senior teams with proper documentation.

B.Sc. in Information Technology – Mashreq University