Jonathan M. Email & Phone Number

Dubai, United Arab Emirates

As Technical Director, I play a pivotal role in shaping our technical strategy and ensuring the seamless delivery of managed IT services to our clients. My responsibilities include:Strategic Technology Leadership: Orchestrating the alignment of technology initiatives with business goals, enabling clients to thrive in a rapidly evolving digital landscape.Solution Architecture: Designing and implementing tailored IT solutions that optimize operational efficiency, enhance security, and drive business growth.Team Empowerment: Building and mentoring a high-performing, cross-functional team across Dubai and the Philippines, fostering a culture of innovation and excellence.Client Collaboration: Collaborating closely with clients to understand their unique challenges and delivering customized technology roadmaps that address their specific needs.Cybersecurity Expertise: Advocating and implementing comprehensive cybersecurity measures to safeguard client data and assets in an increasingly complex threat landscape.Technology Innovation: Continuously evaluating emerging technologies and trends to drive innovation and deliver best-in-class services.I take pride in our ability to provide reliable and scalable IT services, enabling businesses to thrive in an ever-changing environment. It's a privilege to lead such a talented team and contribute to our clients' success.

During my tenure as a Technical Consultant, I was responsible for providing strategic technology guidance and implementing tailored solutions to meet the diverse needs of our clients. Key highlights of my role included:Strategic Technology Leadership: Orchestrating the alignment of technology initiatives with business goals, enabling clients to thrive in a rapidly evolving digital landscape.Solution Architecture: Designing and implementing tailored IT solutions that optimize operational efficiency, enhance security, and drive business growth.Team Empowerment: Building and mentoring a high-performing, cross-functional team across Dubai and the Philippines, fostering a culture of innovation and excellence.Client Collaboration: Collaborating closely with clients to understand their unique challenges and delivering customized technology roadmaps that address their specific needs.Cybersecurity Expertise: Advocating and implementing comprehensive cybersecurity measures to safeguard client data and assets in an increasingly complex threat landscape.Technology Innovation: Continuously evaluating emerging technologies and trends to drive innovation and deliver best-in-class services.My experience as a Technical Consultant was invaluable in honing my skills and understanding the intricate nuances of our clients' businesses. It paved the way for my current role as Technical Director, where I continue to leverage this knowledge to drive strategic IT initiatives.

As the Helpdesk Manager, I played a pivotal role in ensuring the smooth operation of our client support services. My responsibilities included:Team Leadership: Led and mentored a dedicated team of support technicians, fostering a culture of excellence, accountability, and exceptional customer service.Service Desk Management: Overseeing the day-to-day operations of the service desk, ensuring prompt issue resolution, ticket management, and client satisfaction.Client Relationship Management: Collaborated closely with clients to understand their IT support needs, priorities, and feedback, ensuring alignment with service delivery.Performance Optimization: Implemented process improvements and KPI tracking to enhance the efficiency and effectiveness of our helpdesk operations.Escalation Management: Managed and resolved escalated support issues, ensuring timely and effective resolution while maintaining high client satisfaction levels.Training and Development: Conducted ongoing training and skill development programs for the support team to stay current with technology and best practices.My experience as a Helpdesk Manager was instrumental in enhancing the overall quality of our support services and client relationships. It provided me with valuable insights into client needs and operational excellence, which I continue to leverage in my current role as Technical Director.

Bognor Regis, England, United Kingdom

As a Customer Service Representative, I held a pivotal role in managing relationships with three publishers, Yale University Press, Princeton University Press, and O'Reilly. My responsibilities encompassed:Key Account Management: Serving as the primary point of contact for educational partners, including Yale University Press, Princeton University Press, and O'Reilly, to ensure seamless collaboration and address their specific needs.Title Master Management: Overseeing the meticulous management of title masters, maintaining accurate records, and ensuring the availability of up-to-date information for our educational partners.Educational Material Distribution: Facilitating the processing of requests for evaluation copies and desk copies for educational institutes, streamlining the distribution process to support instructors and educators effectively.Client Relationship Development: Nurturing strong and enduring relationships with these prestigious institutions, understanding their unique requirements, and ensuring a consistently positive customer experience.During my tenure, I completed a diploma program in Customer Service, which significantly enhanced my ability to deliver exceptional customer service. This program equipped me with:Advanced Customer Service Skills: I acquired advanced techniques and strategies to effectively address client inquiries, resolve issues, and maintain high levels of customer satisfaction.Conflict Resolution Expertise: I developed proficiency in conflict resolution, enabling me to handle challenging situations with poise and professionalism.My commitment to continuous improvement and dedication to customer service excellence played a pivotal role in successfully serving our clients and supporting the academic community's needs.

As a Dispatch Coordinator, I held a vital position within our logistics and operations team, contributing to the efficient flow of operations and ensuring exceptional customer service. My multifaceted role included:Forklift Operations: Proficiently operated a forklift to handle, transport, and manage inventory, optimizing warehouse processes and maintaining the safety and integrity of goods.Express Order Processing: Managed the expedited processing of orders, working closely with courier services and logistics partners to meet tight deadlines, ensuring prompt and reliable delivery to customers.Customer Service Collaboration: Acted as a pivotal link between the dispatch team and the customer service department, facilitating real-time communication to address customer inquiries, resolve issues, and accommodate special requests promptly.Inventory Management: Maintained meticulous inventory records and supported stock replenishment efforts, contributing to an organized and efficient warehouse environment.Quality Assurance: Conducted thorough quality checks and inspections, ensuring the accuracy and quality of orders to prevent errors and discrepancies.In this role, I was dedicated to delivering on-time and error-free shipments while upholding the highest standards of customer service, all while operating efficiently and safely within the warehouse environment.

Education record

Nvq Certificate In Customer Service – Level 2