Sameh Zakhary Email & Phone Number

London, Ontario, Canada

. Conduct market research through standardized phone interviews with clients.· Gather and collect market insights.· Enter consumer and business professionals' responses accurately into the systems.

London, Canada Area

• Performs equipment installations and relocation as required.
• Provide first level technical support of existing informations systems locally and remotely.
• Responsibilities include (Service Desk) receiving and coordinating in-house inquiries, problems and service requests regarding Information Systems. This includes contacting appropriate service personnel and follow-up.
• Responsible for the on-going maintenance, testing and resolution of all PC hardware and associated peripherals: scanners, and printers. Verifies that the system is operating correctly.
• Ensures all inquires and problems are handled in a courteous and professional manner.
• Displays good problem solving and communication skills.

• I managed a team of Technical Support professionals, lead professionals, supervisors and team leads. Maintaining a high level of performance and morale was a key goal. I performed interviews for new professionals and.
• I developed the service level agreements and the ongoing management of service level compliance.
• I created and maintained a training program for to improve customer service through education, better tools and equipment with the goal of improving customer and vendor issues.
• I was a principal project lead for new products and services including the development of the project plans as well as the support teams.
• I assisted the Information Technology manager with the preparation and administration of departmental budget and business plans and metrics as well as managing the creation, distribution and analysis of operational and.

• This role focused on the support of users requiring technical assistance either in person or remote and this involved both hardware and software problems.
• Proper documentation and logging of incidents was key to the role as well as continuous education to remain current with the technology.
• Collaborated effectively with team members and with appropriate technical, professional, and service personnel, as well as with users who reported problems
• Demonstrated responsible diagnosing, troubleshooting abilities to resolve information systems problems to minimize down time of applications and personnel
• Worked successfully on project for Qatari National Bank (QNB), liaising between different departments and meeting outcomes