Managing, prioritizing, and documenting incoming questions and service desk tickets Resolving technical issues quickly and efficiently Installing and configuring software and meeting end-user needsEscalating any serious problems to relevant departments and teamsEnsuring optimal network performancePerforming system updates, tests, and maintenance to avoid service interruptions Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problemsProducing user manuals and guidance for end-users.Analyze and document current business processes, workflows, and systemsCollaborate with stakeholders to define business requirements and functional specifications.

Now Hermes Hub Management System Project at Etihad Airways.PROJECT:-Project Management - ( HERMES – Hub Management System Since January 2014 ):Attached to the “A Team” of HERMES and actively involved in system testing for different modules.Providing regular trainings to all communities of airfreight industry including Airlines, GSA`s, Agents & 3PL`s along with internal staff of EAS Cargo.Leading the team for several modules to be launched for Airlines, GSA`s and Agents in HERMES system.Currently providing system trainings on HERMES to the core team.Assisting EAS it supports for device evaluation and testing.

Worked with DULSCO for Etihad Airport Services as an OPERATION SUPERVISOR – Cargo since December 2013 to Feb 2015.Details:-1. Handling Manpower provided to EAS - Cargo.2. Supervising Warehouse Operations.3. Conducting safety briefing’s on daily bases.4. Roistering staffs shifts.5. Handling deployments to EAS- Cargo.6. Preparing reports in case of Incident’s or Accidents.7. Ensure special sectors flights handled on priority.8. Ensure consistent communication with Client and Management.9. Random checks on deployed staffs in regards to safety.

Details:-1. Handling US Air force cargo.2. Supervising ULD loading.3. Ensuring safe loading on board.4. Customizing Cargo.5. Palletizing as per flight requirement.6. Weighing cargo.7. Preparing MRO’s and Documents for Cargo.8. Manifesting on FEDLOG.9. Handling Class 5 items (Arms and Weapon Parts).10. Ensuring safety of all employees working under me.

1. Booking Cargo on SABRE secure CRM.2. Checking Availability of Space on Board.3. Supervising Loading in Warehouse.4. Ensuring Maximum Load on board with all safety measures.5. Palletizing Cargo as Per flights requirements. 6. Segregation between types of Cargo.7. Handling DGR and Heavy Loads. 8. Handling HUM 9. Handling Perishables10. Handling Live animals11. Planning Cargo Load for IL- 96 Aircraft

1. Booking Cargo on RSA secure CRM.2. Checking Availability of Space on Board.3. Supervising Loading in Warehouse.4. Ensuring Maximum Load on board with all safety measures.5. Bulk Loading 6. Segregation between types of Cargo.7. Handling DGR 8. Handling HUM9. Handling Perishables10. Handling Live animals

1- Booking shipments2- Preparing Airway bill.3- Dealing with Clients 4- Weighing cargo.5- Attending calls

For different processes (US-Sprint-wireless Australian- Holiday Package UK- Mortgage). Details:- 1- Outbound calling.2- Selling Cell phone plans.3- Convincing customers to upgrade their plans.4- Completing monthly targets.