Ali Farhat Email and Phone Number

Responsibilities includes but not limited to:•Managing and overseeing a local IT team. •Direct Face-to-Face customer support. •Performs analysis and support of functional or corporate deployed service(s) using fundamental problem solving techniques and root cause analysis concepts.•Use outstanding diagnostic and deductive reasoning techniques to resolve productivity issues.•Provides end-user support across all end user services•Applies technical knowledge to support end users for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all Digital Worker provided services.•Overall, provides a world class employee support experience with an exceptional emphasis on quality resolutions and customer support.•Resolves technical support issues of moderate to a high level of complexity within the established technical area of client computing and end user services.•Partners, as required, with members of a given team or other IT teams as appropriate to ensure problem resolution is obtained and, if necessary, root cause is identified.•Identifies potential escalations and proactively alerts management as needed.•Provides ideas and solutions to prevent problems and support incidents from reoccurring that impact the areas of client computing support and overall employee productivity.•Reviews, implements, and verifies changes/solutions of medium and high complexity and assess risk.•Ensures configuration and inventory management database entries are complete and accurate. Performs work assigned by others. Provides time / resource estimates for assigned tasks including time tracking activities where appropriate and in accordance with company guidelines.•Help improve end user’s productivity by completing triage, offering advice, teaching and developing solutions to common challenges with office products and capabilities. •Develop and maintain, accurate support documentation•Perform SCRP process and ACR/ICR updates

•Provide guidance and assist sellers/buyers in marketing/purchasing property for the right price under the best terms•Determine clients’ needs and financials abilities in order to propose solutions that suit them•Intermediate negotiation processes, consult clients on market conditions, prices, mortgages, legal requirements and related matters to their benefit and ensure a fair and honest dealing•Perform comparative market analysis to estimate properties’ value•Display and market real property to possible buyers•Prepare necessary paperwork (contracts, leases, deeds, closing statements etc)•Manage property auctions or exchanges•Maintain and update listings of available properties•Cooperate with appraisers, escrow companies, lenders and home inspectors•Develop networks and cooperate with attorneys, mortgage lenders and contractors•Promote sales through advertisements, open houses and listing services•Remain knowledgeable about real estate markets and best practices•Proven working experience as a real estate agent•Proven track of successful sales record•Ability to work independently combined with excellent interpersonal skills•Strong sales, negotiation and communication skills•Pleasant and trustworthy•MS Office familiarity

Managing the Life Sciences Support Center

• Manage several Service Desks according to industry best practices and ITIL framework.• Champion on the Best Business Practices across North/South America, APA and Australia.• Make sure all the contractual SLA’s and KPI’ are met according to the contractual agreements.• Get management buy-in for improving the service desks by demonstrating greater return on investment.• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.• Choose appropriate technology and other resources to maximize service desks effectiveness.• Build a qualified service desk team through innovative hiring and training and coaching techniques. • Implement efficient staffing and scheduling models for guaranteed coverage at the lowest possible costs. • Develop a customer care philosophy that ensures customer satisfaction.• Market the image of the service desk as a support group showcase that advances the IT vision and strategy. • Frequently perform team assessment and evaluate them via 1:1 or Team Meeting sessions• Identify key positions and successor for each position within the team; help the successor grow and provide visibility on the career path• Keep turnover at a business standard level

Subcontracted to Ford Motor Company project.