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
undefinedAwards
- 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
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