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 troubleshooting, gathering the necessary resources needed, providing updates to the business and resolving the issue.• 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.• Analyze situations that may create future problems or crisis for operations and make appropriate recommendations.• Manage applications and servers which are vital to business continuity (i.e. Disaster Recovery, Contingency, Database Mirroring)• 24/7 on call support to resolve any application or system related issues that may cause impact to the business

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.•Identifying and resolving performance development opportunities and tracking performance progress and continued improvement of standard operating procedures (SOPs)•Compiling and evaluating quantitative data to prepare recommendations for sound solutions affecting customer satisfaction.•Participating in team training and documentation projects.•Complete all special projects as directed.

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.•Work closely with all levels of management within the Company to determine needs, develop strategies and plan and provide procurement sources in support of those needs. Proven, twelve years experience in manufacturing, sourcing, purchasing, and cost-estimating.•Responsible for all financial transactions and returns.•Managed the monthly budget, spend, cost reduction program and inventory management for the area.

Certificate Of Achievement, Visual Basic Macro Programming

Bachelor Of Science (B.Sc.), Biochemistry