Mohammed Abdul Rahman
Dubai
Summary
To leverage my extensive experience in organizational abilities & problem-solving techniques coupled with a sound understanding of IT infrastructure, strong background in troubleshooting, problem-solving, and customer service, fostering a collaborative and high-performance culture, and continuously improving service delivery, ultimately contributing to the overall growth and success of the organization to the role of Technical Support Manager
Overview
30
30
years of professional experience
Work History
Business Development Executive
Al Barakat Information System & Solutions Co
01.2023 - Current
- Actively seek out new clients by identifying potential leads, networking, and building relationships
- Explore untapped markets and create sales opportunities
- Retain accounts through the development of strong relationships with key decision-makers, ensuring satisfaction and encouraging repeat business, understanding client needs, and proposing solutions
- Monitoring the market trends, analyze industry developments, and identify growth opportunities, stay informed about changes in technology, customer preferences, and competitive landscapes
- Prepare and deliver compelling pitches and presentations to potential clients, responding to tender documents, preparing proposals, reports, and supporting documents
- Working closely with the sales Director to prospect, pitch, and close the new and existing business, mapping client business requirements into perspective funnels and ultimately closing the deals
- Market lead covering all verticals with a focus product sales approach, Cold calling to create interest in products and services and generate new business leads
- Maintain client activities in the customer relationship management (CRM) system, ensuring accurate records and effective follow-up
- Responsible for the full sales cycle right from inquiry generation till completion of the delivery, And Managing the relationships to ensure the company is getting the best value from its partners
- Product Portfolio: - HP, Dell, Asus, Cisco, Avaya, Lenovo, Logitech, Epson, Benq, Samsung
- Key Customer: - Government, Commercial, SME.
Senior Technical Support-Team Leader/IT Asset Manager
Community Development Authority (Government of Dubai)
01.2008 - 01.2023
- Actively participated in project planning meetings to discuss technical requirements and implementation strategies
- Implemented changes in corporate policies and industry best practices
- Developed user documentation including procedures, instructions, and guidelines for IT services
- Maintained a log of all service requests, tracking progress to ensure timely resolution
- Ensured compliance with company policies related to data protection regulations such as GDPR and HIPAA
- Monitored IT hardware, Laptop, Desktop, and performance metrics to address any potential issues or bottlenecks proactively
- Tracked key metrics such as resolution time, first contact resolution rate, and customer satisfaction score
- Implemented changes based on feedback from customers using surveys or focus groups
- Coordinated with other stakeholders to get the resolution for support tickets that are delegated to the third party
- Provided technical support and troubleshooting to customers over the phone, via email, in person, and remotely
- Developed and maintained asset management systems to track inventory, depreciation, and maintenance costs
- Performed regular audits of physical assets to verify the accuracy of records in the system
- Created reports on asset utilization, performance, and budgeting requirements
- Reviewed departmental requests for equipment purchases and provided recommendations based on organizational needs
- Documented all changes made within the system as well as user activities
- Managed the lifecycle of hardware and software assets, ensuring compliance with licensing agreements and minimizing financial risks associated with non-compliance
- Conducted regular audits and inventory assessments to track IT assets, maintaining an accurate and up-to-date database to facilitate effective asset tracking and management
- Utilized asset management tools such as [mention specific software], optimizing asset utilization and improving resource allocation across the organization
- Implemented best practices for risk management and security protocols, ensuring that all IT assets were adequately protected from potential threats and vulnerabilities.
Team Leader/ Head of Technical Support
National Technology Solutions (NTS FZCO)
01.2004 - 01.2008
- Managed daily operations of a team of 10+ technical support representatives, vendors, and other product support teams
- Coordinated efforts between different teams when resolving complex cases involving multiple stakeholders
- Reviewed existing processes regularly to identify potential areas for improvement of automation
- Monitored call queues, emails, chats for incoming requests from customers
- Ensured compliance with company policies and legal regulations related to customer service activities
- Identified areas of improvement within the technical support process and implemented solutions accordingly.
Technical Support Engineer - Customer Care
SMB Computers LLC
01.1995 - 01.2004
- Performed system configurations, upgrades, installations, and repairs on desktops, laptops, and mobile devices
- Resolved escalated customer inquiries on time
- Collaborated with other departments such as Network operational teams for cross-functional projects
- Researched escalated customer complaints to identify solutions and provide resolutions
- Managed multiple tasks simultaneously while meeting tight deadlines in a fast-paced environment
- Assisted with customer inquiries and provided technical support for hardware and software issues, troubleshooting network connectivity problems
- Identified areas of improvement within existing operations to reduce costs and improve efficiency
- Conducted regular maintenance checks on all computer equipment ensuring optimal performance levels
- Implemented best practices for providing exceptional customer service experiences
- Maintained an inventory of spare parts used for repair activities onsite or remotely.
Education
BSc - Bachelor of Science
Adarsh Vishwa Vidyalaya
New Delhi, India04.2000
Skills
- Stakeholder Management
- Business Relations
- Digital Transformation
- Communication
- Public Relations
- Team Management
- Team Leadership
- Change Management
- ITIL
- IT Project Implementation
- Strategic IT Management
- Leadership
- Analytical Skills
Toolstechnologiesplatforms
BMC, FootPrints, Ivanti, HP, Lenovo, Xerox, Dell, Microsoft, Apple, Samsung, Epson, Avaya, Huawei, Microsoft Intune, Apple Business Manager
Timeline
Business Development Executive
Al Barakat Information System & Solutions Co
01.2023 - Current
Senior Technical Support-Team Leader/IT Asset Manager
Community Development Authority (Government of Dubai)
01.2008 - 01.2023
Team Leader/ Head of Technical Support
National Technology Solutions (NTS FZCO)
01.2004 - 01.2008
Technical Support Engineer - Customer Care
SMB Computers LLC
01.1995 - 01.2004
BSc - Bachelor of Science
Adarsh Vishwa Vidyalaya
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