Resident Engineer - Video Conferencing Solutions at Wateen Telecom Limited (For Jazz World Head Quarters) (2025-06 – Present)
Core Responsibilities
- Deploy, configure, and maintain Cisco video conferencing devices (Webex Room and Board Series).
- Troubleshoot video conferencing issues and coordinate with Cisco TAC for resolution.
- Monitor and manage Meetings via Webex Control Hub and Microsoft Teams Admin Center.
- Oversee Microsoft Teams meetings on Cisco devices, ensuring seamless integration and performance.
- Perform firmware updates, system maintenance, and room readiness assessments.
Senior Support Engineer at Octans Digital (For Jazz Head Quarters) (2024-04 – 2025-07)
Core Responsibilities
- Serve as the primary point of contact for all IT-related matters, including laptops, printers, and video conferencing equipment at Jazz World Headquarters.
- Log Tickets in Service Now portal and troubleshoot IT related issues, including account setup and network configurations, on both Windows and MacBook devices.
- Collaborate closely with Jazz Technical teams to ensure swift resolution of end-user issues.
- Provide proactive IT support to establish and maintain Strong relationships with VIP customers (Top Management) and their secretaries.
Senior Business Analyst at U Solutions (2023-03 – 2024-04)
Core Responsibilities
- Study and analyze current business practices. Identify bottlenecks and propose process improvement ideas.
- Closely coordinate with Operational teams to resolve Logistics issues.
- Analyze sales, and operational performance data to identify low performance areas and re-define policies and KPIs to measure and improve team performance.
- Manage multiple workstreams, prioritize tasks, and adapt to changing project requirements.
Customer Success at SDS-IT (PayActiv) (2022-10 – 2023-02)
Payactiv; Founded in 2011 is a recognized Pioneer in EWA [Earned Wages Access] business in USA. Key IT tools used in this role are Salesforce (SaaS CRM), and an In-house database portal.
- Initiated monthly and quarterly Customer Success performance analysis reports in MS Excel and prepared MS PowerPoint Decks for monthly discussion & review with management. It helped the team focus on critical areas for improvement and reduced the Customers' complaints by 20% in the first quarter of implementation.
- Wrote a document on PayActiv Cards product subject with up-to-date policies and procedures and shared it with the team to follow it for all cards-related complaints.
- Act as the main point of contact for all assigned employers' (B2B) account management matters.
- Study and analyze the current setup of Customer Success, Client Support structures, and KPIs and highlight improvement areas to reduce communication layers for prompt and effective coordination resulting in improved team performance.
- Analyze and reconcile the Client's payment data with internal records, identify discrepancies, and highlight the gaps to Finance team and senior management for necessary action.
- Analyze data through reports and trends and leverage it to drive actions with customers.
Business Partner at MIMS, M.B.Din Institute of I.T & Management Sciences (2021-02 – 2022-09)
This role mainly involves handling administration, finance matters, and coaching as well as troubleshooting IT related issues.
- Assign classes to the staff, respond to admission inquiries via email, phone calls, and texts.
- Manage budget and expenses.
- Attend weekly management meeting to review business performance and issues.
Head of Customer Service at Husein Mansour Mansour Contracting (HMMC) Co. (2018-11 – 2020-09)
Reported to General Manager, mainly responsible for continually improving customer service efficiency and effectiveness.
- Prepared Customer service policy and successfully implemented it by re-orienting & training the staff.
- Improved payment recovery from Customers by 28% in the first quarter.
- Responsible to lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve the company's goals.
- Define and measure Customer Service KPIs to improve the team performance.
- Ensure continual upskilling in customer service staff through evaluation, development and training.
- Attend weekly sales meeting. Periodically visit the customers.
- Develop and maintain effective working relationships across departments as well as with external stakeholders (Customers, Contractors, Suppliers, and Auditors).
Customer Service Representative (International Markets) at NATPET Schulman Specialty Plastic Compounds (2017-10 – 2018-11)
First ever Company in Saudi Arabia to achieve IATF 16949:2016 certification. Reported to Sales Director, responsible to ensure high level of customer satisfaction by maintaining Effective communication with all customers. This role mainly involved work on Smartsheet, and SAP SD & LE modules.
- As Customer Service, I successfully managed all five different time zones alone (Europe, USA, Hong Kong, China, and India).
- Achieved 100% invoice payment recovery from all markets with zero overdue invoices.
- Successfully represented the Sales & Marketing department in the IATF 16949:2016 audit.
- Arrange Demand Plan and Purchase Orders from customers.
- Coordinate with Materials planner and Production planner to ensure RM & PM availability to fulfill Customer orders on time.
- Issue Sales orders, Custom Invoices, and Pro-forma Invoices. Coordinate with logistics planner to ensure Orders will be shipped as per customers' delivery schedule.
- Conduct weekly Supply Plan meeting with A. Schulman GmbH, Germany team.
- Participate in monthly S&OP (Sales & Operational Planning) meeting. Share updates with Top management on new products sampling plans, demand plans and purchase orders for production planning.
- Arrange Air Freights for Samples shipments for Europe, APAC, India, Mexico, and USA markets.
- Prepare monthly sales report in MS Excel and create PowerPoint decks to present in the Management's monthly meetings.
- Prepare monthly KPI report of Sales Dept. for management review.
- Maintain Statement of Account for all customers, and follow up on overdue invoices.
- Represent Sales & Marketing Department in all internal and external audits.
Various positions (3rd party Logistics) at United Warehouse Company Ltd (2009-11 – 2017-10)
A 3rd party Logistics Company. Key Achievements at UWC:
- Actively participated in discussions regarding inbound and outbound procedures for Unilever shipments, drafted the procedures, and ensured 100% implementation.
