NAGI HAKAM

• Performs Integrations and Installations
• Assists with Facility Technology Management
• Fulfills Service Requests
• Interfaces with Customers, Teams, and Associates
• Conducts TSG Technical Disaster Recovery Procedures
• Addresses Customer Requests

• Document incidents/Work orders

• Deploy hardware and Software

• Handle escalations and/or Process escalations request

• Follow standard Procedures

• Developed and managed operational processes to ensure smooth functioning of the organization
• Perform light maintenance on hardware and software systems
• Monitor the package center information center (PCIS)
• Administers service recovery and guaranteed service refunds
• Perform DIAD maintenance, updates and control
• Maintain issues tracker for designated clients and track customer service metrics
• Respond to customer requests and resolves customer concerns
• Provide dispatch for non-management employees for on-demand services, service recovery, rapid recovery, etc
• Established quality control procedures to maintain high standards of service delivery.

• Operated a package car to deliver packages and letters within assigned area; maintained delivery records
• Adhered to all company policies regarding safe driving practices and vehicle maintenance standards.

• Maintaining all safety procedures and requirements at all times while performing work duties
• Communicate daily with Operations Supervisor and dispatch to ensure highest service quality provided and completeness of work load in an efficient and fast manner
• Followed detailed instructions provided by dispatchers regarding special delivery requests or changes in route plans
• Worked collaboratively with colleagues in order to complete large volume orders within specified deadlines.
• Reviewed files, records and other documents to obtain information to respond to requests.
• Compiled and analyzed data to produce reports.