Oussama Dagher Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

Toronto, Canada

• 3rd level technical support and crisis management by acting as a final point of escalations for all internal departments with regards to technical and system related issues with the expectation of driving the.
• Develop and manage relationships with vendors, third party processors, call centres, sales and other business areas.
• Conduct comprehensive transaction testing of legacy, current and new POS devices.
• Review and analyze trace logs insuring that the required standards are met.
• Liaise with Certifications and Development departments.
• Prepare and deliver timely reports of all activities conducted.

Toronto, Canada Area

• Create Daily/Weekly/Monthly MIS Reports and analyze data for management requests.
• Deliver key metrics and statistical reporting to management for use in making business decisions.
• Identify opportunities for improvement or trending based on statistical analysis and make recommendations for improvements to MIS management.
• Create and run agent and management level scorecards.
• Compile the monthly incentive file.
• Provide technical information in a clear and concise manner to best ensure understanding by the target audience.

Toronto, Canada Area

• Complete required monitors/audits and voice of the customer surveys monthly.
• Deliver monthly performance coaching to assigned representatives.
• Actively participate in calibration sessions each month.
• Provide training to new hires on the Quality guidelines.
• Analyze training needs and trends by individual and team and make appropriate recommendations.
• Contribute as a team member to achieving department goals and objectives.

Toronto, Canada Area

• Responsible to provide total quality service and support to customers and other customer support departments for all products and services.
• Responding to all call types received at the POS Help Desk and to be the first point of contact for our managed and Major accounts
• Responsible to identify and resolve technical PC based/LAN, IP, Host integration, Electronic Cash Registers, Integrated & standalone POS, terminals balancing, end-of-day issues
• Responsible for responding to escalated calls from POS Analysts as required

Juba - South Sudan

• Responsible for all importing & exporting operations overseas, including shipments agreements, contacting all outside clients & monitoring & controlling all deals and payment.
• Prepare reports of construction performed by various contractors and upon completion of a given project, record final amounts of materials used in construction.
• Calculate payments of quantities for payment purposes of public works construction projects.
• Prepare purchase orders and send copies to suppliers and to departments originating requests.
• Determine if inventory quantities are sufficient for needs, ordering more materials when necessary.
• Calculate costs of orders, and charge or forward invoices to appropriate accounts.

Certificate Of Achievement, Visual Basic Macro Programming

Bachelor Of Science (B.Sc.), Biochemistry