Numan Al Rashid

• Responded to all client inquiries and asked appropriate questions to facilitate resolution.
• Kept stakeholders up to date on details and information regarding clients.
• Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
• Monitor customer shipments via Overhaul software solutions.
• Respond to customer support tickets received via phone, email, and chat.
• Collaborate with Account Management, Operations, and Customer Support Teams to ensure a thorough approach is taken to appropriately and comprehensively address customer needs.
• Maintain thorough awareness and understanding of Overhaul technology and service products.
• Fully execute protocols in relation to monitoring duties, customer inquiries, and escalations.

• Troubleshoot and handle the repair of warranty and non-warranty hardware on both Mac and iOS devices.

• Support software such as Microsoft Office, Adobe Creative Cloud for Mac OSX, etc.

• Remote support for clients.

• Create and maintain systems and packages for the deployment of software applications and system configuration changes for existing end-user computing devices.

• Provide technical leadership and direction, as well as project management.

• Document actions and resolutions for all service requests using the ticket management system.

• Stock management.

• Contribute to and/or lead large scale projects as well as divisional expansion projects.
• Evaluate and identify opportunities for IT Infrastructure performance and functionality improvement within the enterprise estate.
• Participate in the development efforts to bring automation into the IT environment.
• Responsible for compliance with all applicable policies, procedures, and industry best practices.
• Produce and maintain timely, accurate engineering documentation.
• Integrate technical expertise with communication, leadership, and business skills in a team environment.

• Provide technical leadership and direction, as well as project management for the installation and maintenance of a stable desktop hardware and software environment.

• Create and maintain systems and packages for the deployment of software applications and operating system configuration changes for existing end-user computing devices.

• Implementation and management of the PC, deployment software to ensure that all.

• PCs in use are continuously up to date in the entire global region.

• Installing applications and computer peripherals.

• Guide users with simple, step-by-step instructions.

• Perform remote troubleshooting.

• TCP/IP and Desktop troubleshooting skills.