Fahad H. AL Besher
Assistant Manager - Application Support In Information Technology
Kuwait City,KU
Summary
Clever IT Support Assistant Manager support innovative solutions to unforeseen issues. Competent manager of 17 systems spread across single or multi-site installations. Maintains exceptional uptime figures through hands-on management of all hardware and software assets.
Overview
4
4
Languages
7
7
years of professional experience
Work History
Assistant Manager
Fahad AL Besher
Kuwait, Kuwait
04.2021 - Current
- Implementing and Contributing ECM Physical Correspondence Module.
- Implementing and Contributing ECM Procedures and Policies Module.
- Implementing and Contributing ECM Workflows and Workspaces.
- Migration of Contact Center Genesys DBs to 2019 Environment.
- Participated and Contributed in Upgrading Genesys VMs from Windows 2008 to Windows 2016.
- Managing Team-work within Pandemic of COVID-19.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Reduced corporate costs by developing and implementing improved workflows.
- Planned team-building exercises to increase employee performance and job satisfaction
Senior Systems Engineer
Fahad AL Besher
Kuwait, Kuwait
07.2018 - 04.2021
- Participated and Contributed in implementing Genesys Chat Service Integration with Contact Center Systems.
- Participated and Contributed in implementing Genesys WorkForce Management System.
- Project Manager Role in upgrading Contact Center Recorder System from GQM to ZQM.
- Participated and Contributed in upgrade Contact Center Genesys and IVR Components to 8.5.
- Participated and Contributed in Card Issuance Project “IVR & IWS Channels“.
- Participated and Contributed in ITM ATM on Mode Project.
- Participated and Contributed in Open Text EDMS Upgrade Project to v10.5.
- Participated and Contributed in ReadSoft OCR Archive and Data Encryption Project.
- Participated and Contributed in WhatsApp Project.
- Participated and Contributed in Lithium Project.
- Participated and Contributed in Preparing Contact Center Disaster Recovery Environment.
- Participated and Contributed in International Menu Change on IVR.
- Participated and Contributed in Private Customers Handling Queue Change on IVR and Agent Desktop System.
- Participated and Contributed in IVR, Chat and Agent Desktop Major Enhancements CR.
- Participated and Contributed in Upgrading Genesys VMs from Windows 2008 to Windows 2016.
- Participated and Contributed in Voice Over IP Project.
- Participated and Contributed in Implementing Enterprise Content Management System.
- Participated and Contributed in Upgrading IMAL Java Core System.
- Performed root cause analysis to provide resolutions for production issues
- Developed testing procedures and documentation and presented to clients for review
System Engineer
Boubyan Bank
Kuwait, KU
06.2014 - 07.2018
- 25341122 |Kuwait, Surra, Block 3, ST 10, House No.
- 23, 22nd of June 2014 IT Application Support of Direct Channels and Workflows, Contact Center: Genesys Sip Server 8.1, Genesys Framework 8.1, Genesys Outbound 8.1, Genesys Voice Platform 8.1,Genesys Routing 8.1, Genesys Quality Management 8.1, IWS 8.1 and WFM 8.5+”, Genesys E-Services (Multimedia Chat and Email), Genesys Reporting 8.1 (CCPulse), Yealink SIP Phones.
- Zoom Quality Management Recording System.
- Readsoft OCR System.
- Customer Visit Management System “SEDCO CVM”.
- Document Tracker System.
- WhatsApp Casengo Solution.
- Managing Third-Party Vendors
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Worked effectively in both independent and team environments to exceed IT goals.
- Provided day-to-day support to system users, educating employees on troubleshooting and problem-solving protocols.
- Implemented various security mechanisms, including firewalls, two-factor authentication and antivirus software to maintain network integrity
- Compiled, processed and analyzed test data and results to improve product quality
- Collaborated with engineers in new product introduction phases to develop and verify design changes
Education
BBA - Management of Information Systems
KU, Collage of Business Administration
Shuwaikh 05.2013 - 05.2013
No Degree - Genesys Framework Routing And Reporting Foundation
Genesys
Itqan Academy, GUST 09.2018 - 09.2018
No Degree - Genesys Framework Routing And Reporting Operation
Genesys
Itqan Academy, GUST 09.2018 - 09.2018
No Degree - Startup Tech Bootcamp
Coded
Free Trade Zone 12.2017 - 03.2018
No Degree - Database Administration Fundamentals’
IBS
Kuwait City 04.2015 - 04.2015
Skills
Genesys Components support
CCPulse Reporting System support
IVR support
Zoom Quality Management support
Microsoft Office
Microsoft SQL
Microsoft Windows Server 2008 and 2012 Knowledge
Familiar with Linux and Unix server management
Log Analysis and Troubleshooting
Communications
Organizational Skills
Leader
Problem Solving
An eye for detail
Decision Maker
Working Under Pressure
Awards
- Selected as a Member in Boubyan Bank Talent Program 2015.
- Itqan Award as best Employee in Systems Support Department for Quarter One 2016.
- Itqan Award as best Employee in Systems Support Department for Quarter Two 2017.
- Itqan Award as best Employee in Information Technology Department for the year 2018.
Timeline
Assistant Manager
Fahad AL Besher
04.2021 - Current
No Degree - Genesys Framework Routing And Reporting Foundation
Genesys
09.2018 - 09.2018
No Degree - Genesys Framework Routing And Reporting Operation
Genesys
09.2018 - 09.2018
Senior Systems Engineer
Fahad AL Besher
07.2018 - 04.2021
No Degree - Startup Tech Bootcamp
Coded
12.2017 - 03.2018
No Degree - Database Administration Fundamentals’
IBS
04.2015 - 04.2015
System Engineer
Boubyan Bank
06.2014 - 07.2018
BBA - Management of Information Systems
KU, Collage of Business Administration
05.2013 - 05.2013