Mudher Alqaysi
Springfield,VA
Summary
- Encouraging agile manager and analytical problem-solver with talents for team building and customer support experience more then 12 years . troubleshoots technical issues via phone, tickets and remote support . .make change to systems hardware and software .Also able to perform superior work under the pressure of rigid deadlines .Partners with engineering team to resolve any SCCM Software Center issues .Maintains the PCLS software server which contains manual installation packages .Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
Overview
20
20
years of professional experience
1
1
Certification
Work History
CXM
The Home Depot Inc
10.2010 - Current
- Perform end-to-end call management
- Reporting to Product issue Engineering teams
- Multi channel issue monitoring and identification
- Lead technology integration for junior staff members to enhance the customer experience
- Manage 15-25 call per day
- Leading operations process improvements
- Oversaw and employed risk management in daily operations of the organization, managing staff time and capacity
- Supported customers having online data connectivity issues.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Gained extensive knowledge in data entry, analysis and reporting.
Team Leader
Zain Telecom Company
08.2005 - 03.2009
- Managed escalated customer service issues which involve high attention detail and product positioning
- Averaging about 8-10 escalated cases per day.
- Windows Server knowledge
- Deployment of program
- Mentor and coached a support team of 12-20 people through direct support and targeted training, explained protocols clearly and efficiently.
- Providing technical support to small business owners and managers while maintaining an average transactional Net Promoter Score of over 88%
- Researched and evaluated potential new markets and products.
- Collected and analyzed data from variety of sources to create detailed market research reports for top-level decision makers.
- Developed questionnaires and facilitated focus group discussions.
- Identified appropriate marketing channels and target customers for campaigns.
Operations Team Member
Harris Corporation, Exelis Inc., ITT
02.2004 - 11.2008
- Multiple technical awards for work performance.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
Education
Bachelor of Science - Accounting And Computer Science
Baghdad University
Iraq08.1998
Skills
- Troubleshooting proficiency
- Exceptional telephone etiquette
- Patient and diligent
- Vast technical knowledge
- CRM expert
- Salesforce Knowledge
- Hardware Troubleshooting
- Accomplished with mobile devices
- Seasoned in conflict resolution
- Microsoft Office expert
- Skilled multi-tasker
- Web Technologies
- Incident Management
Skills
Salesforce, Windows Server, MS Office, Windows 11, Apple, Android ,CRM, Customer Service, Mentoring, Management, protocols, quality, Technical Support, Troubleshooting , Team Viewer ,· Excellent communication, active listening skills
Certification
International Computer Driving License / UAE
Dolphin Account operation system / Jordan
Languages
Arabic
Native or Bilingual
Timeline
CXM
The Home Depot Inc
10.2010 - Current
Team Leader
Zain Telecom Company
08.2005 - 03.2009
Operations Team Member
Harris Corporation, Exelis Inc., ITT
02.2004 - 11.2008
Bachelor of Science - Accounting And Computer Science
Baghdad University