Mohammed Hazzaa Email and Phone Number

Insurance software implementer 1/3/2019 till now • Managing implementation processes over AWS servers • Maintaining, troubleshooting Windows server 2012• Handling Active Directory, DNS, DHCP, File Server • Developing system features using SQL Server• Integrating project software with MS Exchange server• Handling all phases of new product implementation and training for assigned clients.• Providing top level application support: Responding to & resolving client requests and questions.• Focusing on client relationship and retention to ensure that each client is as successful as possible in using our product.• Serving as an expert on all operational aspects of all related programs and software solutions.• Delivering a high level of customer satisfaction.• Being the interface to the client and work closely with other company teams to implement strategic projects.• Working with Advisory team members to identify additional products and services that would add value for your clients.• Leading training sessions for clients.• Direct or assist client in planning and coordinating system implementation projects.• Perform system gap analysis and formulate solutions to gaps between client product and business process requirements and software functionality.• Provide system information and training as required by the client.• Support and/or lead system, interface and integration design for client product and business process requirements.• Support development of conversion, production, model office and unit testing practices and procedures; support error resolution activities as required.• Demonstrate product knowledge and how the services can meet the client need• Coordinate with teams across functional areas ensuring seamless integration from the client • Siebel CRM Installation and Administration• Creating automation scripts using PowerShell • Release deployments• System tuning• Monitoring performance and components

• Managing Helpdesk team across different company sites • Evaluates expansions or enhancements by studying work load and capacity of computer system.• Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.• Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; • recommending changes; making modifications.• Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.• Maximizes use of hardware and software by training users; interpreting instructions; answering questions.• Maintains system capability by testing computer components.• Maintains client confidence and protects operations by keeping information confidential.• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

• IT Help desk team Management• Achieves computer system objectives by gathering pertinent data; identifying and evaluating options• Places software into production by loading software into computer; entering necessary commands.• Places hardware into production by establishing connections; entering necessary commands.• Maintains historical records by documenting hardware and software changes and revisions.• Maintain all local software and hardware licensing to ensure conformance.• Maintain server, upgrade, secure, system backups and disaster recovery preparation.• Recommend software and hardware solutions comprising of upgrades and new acquisitions.• Manage entire purchase of inventory related to hardware, software and other IT supplies.

• conduct network troubleshooting to segregate and identify general network problems.• Manage, maintain and update onsite and customer site copiers, printers and fax machines.• Support Online Circular production applicable processes.• Support determination of local and customer needs for yearly budgeting process and request for proposal processes.• Perform as back-up support on entire workflow systems for Ad Print and Production Services.• Support in workflow evaluation and improvement.• Support implementation and planning of deletions, additions and major changes to support regional infrastructure.• Install software, maintain and introduce training as needed.• Maintain and secure passwords, file system security and data integrity for desktop environment.• Maintain and update documentation of procedures and configurations.

• answer calls and respond to emails• handle customer inquiries both over the phone and by email• research required information using available resources• manage and resolve customer complaints• provide customers with product and service information• enter new customer information into system• update existing customer information• process orders, forms and applications• identify and escalate priority issues• route calls to appropriate resource• follow up customer calls where necessary• document all calls information according to standard operating procedures• complete call logs• produce call reports