Summary
Overview
Work History
Education
Skills
Volunteering JDRF International September 2010 - January 2025
Websites
Timeline
Generic

Amer Mattar

Surprise,AZ

Summary

Experienced Strategic Engagement Team Lead with over 25 years of customer service experience, including the last 9 years in a dedicated IT support role. Specializes in resolving complex technical issues and leading cross-functional teams. Proven ability to improve client satisfaction, streamline operations, and deliver tailored solutions that drive long-term success and efficiency.

Overview

15
15
years of professional experience

Work History

Strategic Engagement Team Lead

Finastra
Phoenix, USA
05.2016 - Current
  • Resolved complex technical challenges swiftly to enhance client satisfaction.
  • Conducted thorough root cause analyses and implemented scalable solutions.
  • Applied data-driven insights to optimize support processes and team performance.
  • Provided on-site and remote technical support, adapting to diverse client needs.
  • Led cross-functional collaboration with product and development teams for impactful enhancements.
  • Mentored Strategic Engagement Team members, promoting a culture of continuous improvement.
  • Created training materials and knowledge base resources to strengthen team capabilities.
  • Engaged with high-end clients, delivering tailored white-glove support for complex environments.

Customer Technical Support Engineer

Milestone Systems
Beaverton, USA
04.2013 - 05.2016
  • Provided expert-level troubleshooting for security camera systems and associated network issues.
  • Delivered extensive phone-based and on-site technical support.
  • Collaborated closely with internal teams to facilitate rapid issue resolution and improve product reliability.
  • Conducted proactive system audits to identify and resolve potential problems before escalation.
  • Regularly updated clients with clear, accurate information and training sessions to ensure optimal system usage.

Technical Support & Systems Administrator

Epiq Systems
Beaverton, USA
07.2010 - 04.2013
  • Resolved hardware, software, and networking issues through efficient IT support.
  • Managed Active Directory for user account configurations and permissions.
  • Executed PC and laptop upgrades along with secure disposal of legacy hardware.
  • Handled end-user support requests while ensuring timely follow-ups and clear communication.
  • Coordinated procurement and disposal of hardware to enhance operational efficiency.
  • Conducted training sessions that facilitated smooth transitions for users.
  • Maintained communication during major outages to minimize disruptions.
  • Oversaw routine server backups and secured data management processes.

Education

Associate of Applied Science - Information And Communication Technology

Heald College-Portland
Portland, OR
09-2003

Associate of Applied Science - Computer Networking

Heald College-Portland
Portland, OR
04-2005

Skills

  • Client management
  • Technical support
  • Root cause analysis
  • Training development
  • Team mentoring
  • Cross-functional collaboration
  • Problem solving
  • Effective communication
  • Customer service

Volunteering JDRF International September 2010 - January 2025

  • Established a trust-based environment and inspired cohesive teamwork.
  • Led by example, resolving conflicts and promoting collaboration.
  • Ensured timely decision-making and maintained positive group dynamics.
  • Maintained positive group dynamics and intervened when necessary to resolve issues.

Timeline

Strategic Engagement Team Lead

Finastra
05.2016 - Current

Customer Technical Support Engineer

Milestone Systems
04.2013 - 05.2016

Technical Support & Systems Administrator

Epiq Systems
07.2010 - 04.2013

Associate of Applied Science - Information And Communication Technology

Heald College-Portland

Associate of Applied Science - Computer Networking

Heald College-Portland

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