SUMMARY

• Highly successful IT team player with strong interpersonal skills, team motivation, negotiation, and problem solving.
• Diverse experience within Book Publishing, Healthcare IT and Banking industries.
• My greatest leveraging strength is communication and adaptability to change which enables me to streamline Business and IT Operations.

PROFESSIONAL EXPERIENCE

Customer Experience Specialist

Confidential

Responsibilities:

• Handle customer inquiries, complaints, billing questions and order bookings for Staples products.
• Calm angry customers, repair trust, locate resources for problem resolution and design best - option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions. Furthermore, Provide for transforming customer feedback into actionable insights that drive revenue, increase customer loyalty and improve processes.
• Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).
• Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.
• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
• Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.
• Facilitate customers with via e-mail, phone, and chat by using the following tools:
• • SALESFORCE® for integrated CRM with different departments as well as for target customers.
  • KANA® for customer engagement and resolution via e-mail. ASPECT® for schedule management.
  • AVAYA® for customer engagement and resolution via phone.

Project Manager

Confidential

Responsibilities:

• Provided for strategic and tactical direction to address time-delay problems and financial penalties related to curriculum (books) deliveries within the agreed timelines as outlined by Ministry of Education (KSA).
• PROJECT PHASE: Project Scope and Project Execution.
• PROJECT DELIVERABLE/RISK MANAGEMENT: Reduce financial penalizations for missing delivery dates for all schoolbooks.
• RESULTS ACHIEVED/PROJECT PLANNING/PROJECT EXECUTION:
• Reduced 15-20% of all financial penalties for all quarters (4-month period) by not only developing and implementing a comprehensive 5000+ lines WBS (from ground up) using MS® Project but also calculating critical paths for complex work items before implementation.
• Initiated a Project Workbook template using MS® Excel that captured real-time information related to different project workload domains. Other initiatives and improvements included to:
• Provide quality, cost efficient systems support for the customer while acting as a facilitator between the customer and other support departments. Manage staff of 30+ employees in a 24/7/365 environment.
• Deploy Manage Engine Service Desk Plus® to help automate all help-desk operational tasks as part of helpdesk automation initiative, which resulted in 90% of problem resolutions for the customer.
• Incorporate E-Learning Management Module under SAP® Solution Manager to distribute training manuals to
• all bookstore employees, which resulted in 95% greater efficiency in deliveries.
• Program Manager, SAMIR ® Group, 2008 - 2009
• Responsible for establishing and managing the strategic roadmap, product development, launch and sustaining life cycle for Application Acceleration and Security product lines.
• Provided for robust/efficient technology transfer in terms of implementing Radiology Imaging Systems (RIS/PACS) for 19 hospitals based in Saudi Arabia.
• PROJECT PHASES: Project Scope and Project Execution.
• PROJECT DELIVERABLE/RISK MANAGEMENT: Provided for strategic/tactical leadership for deployment of RIS/PACS Imaging systems.
• RESULTS ACHIEVED/PROJECT PLANNING/PROJECT EXECUTION:
• Coordinated implementation of RIS/PACS systems across 19 hospitals. This project had a multi-location team, which comprised of three different project coordinators coordinating from Italy, UK and myself.
• Strategic/Tactical Area/s covered were Process Mapping, Business Integration, KPI Dashboards, Logistics, IT HW/SW Testing and Team Leadership.

Project Manager

Confidential

Responsibilities:

PMO Domain: IT Compliance/ Confidential Audits

• Lead as a single point of contact (SPOC) for the Confidential to address/resolve all outlined red-flagged problems (…as highlighted by Deloitte®/Ernst® & Young’s Audit Report)
• Earned a 99% success rate against “all” raised red flags with no time delays involved.

PMO Domain: BC/DR/Business Continuity Management

• Lead the Confidential in implementing a full-cycle disaster recovery solution.

IT Specialist

Confidential

Responsibilities:

• Responsible for post-sales escalation support to worldwide customers and staff development.
• Lead an 80-system administrator’s team across Canada through Confidential ® AIX production servers related incidents/problems/changes through root cause analysis as per formal ITIL® framework-based process management rules.

IT Specialist

Confidential

Responsibilities:

• Responsible for post-sales escalation support to worldwide customers and staff development.
• Lead an 80-system administrator’s team across Canada through Confidential ® AIX production servers related incidents/problems/changes through root cause analysis as per formal ITIL® framework-based process management rules.

IT Tech-Support Specialist

DIGICOM Internet Services

Responsibilities:

• Responsible for post-sales escalation support to worldwide customers and staff development.
• Resolved complex technical issues for worldwide customer resulting in savings of millions of dollars in downtime and improved customer satisfaction.
• Created case escalation criteria and defined steps that needed to be completed prior to escalation, reducing false escalation by 50%
• Created and launched internal webpages on products, architecture, configuration and troubleshooting tips, reducing the case resolution time by one week

TECHNICAL SKILLS

MS® Project | Program/Project Risk Management | Program/Project Planning | Program/Project Execution | Program/Project Management KPI’s | Program/Project Documentation | Program/Project Scheduling | AIX® Unix System Administration | Business Continuity | Program/Project Communication | Team Leadership | IT Audit Support | IT Technical Documentation | IT Technical Support | IT Service Management | Helpdesk Automation | SAP® Solution Manager | Technical Training