SARA OMER
Helpdesk Team Leader
Ajman,AJ
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Team leader assistant position. Ready to help team achieve company goals.
Overview
19
19
years of professional experience
6
6
years of post-secondary education
5
5
Certificates
2
2
Languages
Work History
SOC and Helpdesk Team Leader
Export development bank
Khartoum, Khartoum
01.2020 - Current
- Created plans and communicated deadlines to complete projects on time.
- Collaborated with team members(6 members) to achieve target results.
- Developed and maintained courteous and effective working relationships.
- Maintained energy and enthusiasm in fast-paced environment.
- Actively listened to 356 users, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Carried out day-to-day duties accurately and efficiently around 6 surround systems
E- Payment Team Leader
Export Develpment Bank
Khartoum, Sudan
01.2015 - 12.2019
- Improved operations through consistent hard work and dedication.
- Managed team of 5 employees, in term to manage and operate all E-services process consisting 36 ATMs , 80 POS.
- Used Microsoft Word to create documents and other communications.
- Resolved problems, improved operations and provided exceptional service especially for EDB's mobile APP users-Over 10000 active users.
- Carried out day-to-day duties accurately and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed team communications and information for meetings.
E- Payment Specialist
Export Develpment Bank
Khartoum, Sudan
01.2011 - 12.2014
- Reviewing and solving daily ATM&POS dispute-around 20-30 dispute per day.
- Managed monthly and daily reconciliation for ATM$ POS settlements.
- Managing 20 ATM's operations.
- Dealing with PM activities for 20 ATMs.
- Vocal point between EDB and Electronic Banking System.
- Tracked more than 6 monthly invoices for E-services PM,support and card issuing .
- Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using Excel.
- Tracked contracts (UPS - ATM-POS...)
ATM Operation Specialist
Export Develpment Bank
Khartoum, Khartoum
01.2007 - 12.2011
- Increased customer satisfaction by resolving issues (between 20-30 dispute per day).
- Monitored Bank 20 ATMs & 40 POSs
- Used Microsoft Word create documents and other communications.
- Developed and maintained courteous and effective working relationships.
Computer Help Desk Technician
Export Develpment Bank
Khartoum, Khartoum
11.2003 - 12.2006
- Broke down and evaluated user(20 Branches users) problems, using test personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data(over 200 PCs)
- Monitored systems in operation and quickly troubleshot errors.
- Managed Users' expectations of support and technology functionality in order to provide positive user experience.
- Provided on-call support for critical issues related to Core Banking System.
- Monitored systems in operation and quickly troubleshot errors
- Documented support interactions for future reference
- Configured hardware and granted system permissions to new employees
Education
MBA - Marketing Management
University of Science And Technology
Sudan,Khartoum 01.2017 - 01.2019
Bachelor of Science - Computer Engineering
The Future University
Sudan,Khartoum 02.1999 - 02.2003
Skills
Leadership
Team leadership and direction
Team leadership and coaching
Team building and leadership
Leadership and teamwork
Social and group settings
Social understanding
Social and life skills educator
Accomplishments
- Supervised team of 6 staff members.
- Collaborated with team of 5 in the development of EDB mobile.
- completing first EDB's ATM up and running with accuracy and efficiency in 2007.
Certification
ATM Claims Management System
Timeline
SOC and Helpdesk Team Leader
Export development bank
01.2020 - Current
Leadership development for intermediate leaders course
09-2018
Training course in Mobile Financial Services
08-2018
MBA - Marketing Management
University of Science And Technology
01.2017 - 01.2019
E- Payment Team Leader
Export Develpment Bank
01.2015 - 12.2019
Intermediate Lifecycle Stream Service Transition
02-2011
E- Payment Specialist
Export Develpment Bank
01.2011 - 12.2014
ITIL® Version 3 Foundation Examination
12-2008
ATM Claims Management System
05-2008
ATM Operation Specialist
Export Develpment Bank
01.2007 - 12.2011
Computer Help Desk Technician
Export Develpment Bank
11.2003 - 12.2006
Bachelor of Science - Computer Engineering
The Future University
02.1999 - 02.2003