Technical Support Manager
CurrentCoordinating, managing and monitoring the interactions between various departments (Support, Administration, Technical Team, Project Manager, Sales) as per set processes.Handled support tickets with software and hardware vendors to evaluate and determine the root cause of the Support Issues.Collaborated with internal and external teams to ensure 100% problem resolution.Provide appropriate solutions to the technical issues faced by the customers.Planned and managed a team of 15 members for the Telematic Hardware Installations across UAE.Prioritize and manage several tasks simultaneously (Hardware Installations / Inspections / Support Queries / Hardware and Software Trainings) within UAE and Internationally.Testing & Configuring various Telematic devices (Teltonika/BCE/Ruptela/Falcom, Etc,) and maintained device warranty status report.Knowledge on various types of IoT sensors (Load Sensors/Level Sensors/CANBus/Temperature, etc).Performed testing of new Mobile Apps / WebApps prior to releases and maintained a record of each issue faced during testing.Trained all technicians on Fleet Management equipment's and software's time to time.Assisted in the selection and hiring process of new technicians and helpers whenever required.Oversaw projects worth millions and prepared required reports for monthly progress and handed over to the Senior Project Managers.Supervised the GPS Installation Center of Tadweer for Waste Management Center & Licensing Department, Abu Dhabi.Installed new operating systems and replaced the old ones if required.Visited sites for overseeing the work and made sure all SOPs, KPIs, QMS, HSE policies are being followed properly.Good understanding and knowledge of Quality Management Systems.Oversaw the quality of services provided to customers and secure customer retention.Has a thorough understanding of available technology and researches to learn about innovative solutions and new releases
