Curriculum Vitae
•Personal
Full Name : Ali A. Jawad Al-Attar.
Date of Birth : 1981, Baghdad, Iraq.
Marital Status : Married.
Nationality : Iraqi.
Email : alijawad_alattar@yahoo.co.uk
Mobile : + 971 50 258 3530 (UAE)
Languages : Arabic (mother tongue), English – very good,
French – Basic.
•Academic Qualification
Bachelor of Science in Computer Sciences; Baghdad University, 2004.
•Experience
1) SHOWTIME (Gulf DTH FZ LLC), Dubai Media City, Dubai – UAE:
A) Technical Executive; from 1/4/2007 till date. Mainly work at SHOWTIME Technical Contact Center on shift basis 24/7. Performing the following duties:
•Acting Technical Team Manger. Handling the call center: Monitoring the Queue using AVAYA CMS, Manager Calls and mange the floor. The best achievement was Zero Abandoned call for the first time in SHOWTIME.
•Handling very hard cases such us: manger calls escalated from my colleagues; calling customers that sent emails to our feedback Dept. and cases which has been sent to me from the (Call Center Manger, Project Manger and other). I’ve been involved in many things and all my mangers “especially the call center manger” depend on me.
•Participated in many projects within the Company by coordinating with other Dept. such us Marketing and Business service.
•Efficient resolution of customer reported faults and follow-up calls.
•Thorough completion of Maintenance Visit requests (Job Cards) for hardware faults
•Provide detailed and accurate feedback to Technology & Engineering
B) Customer Service Representative; from 5/10/2005 till 31/3/2007.Mainly work at SHOWTIME Call Center on shift basis 24/7. Responsibilities include:
1. Handling all the phone calls in different categories (Technical, Billings and Programming) and give the best service which exceed customer expectations and maintain the service level.
2. I had worked with IBS Software as the main tool of our work which can manage all our customers’ database. Also work with ALCATEL Telephone system and now with AVAYA the new Telephone system.
3. Acting Team Manger and worked as Assistant for the Team Mangers (report to four TMs); I was handling the bad calls and the hard cases (sent from the Team Mangers, feedback department, and the incoming calls) both outbound and inbound calls. Also participate in many projects to motivate the department and develop our work.
4. Expert in problem solving regarding (Billings, Technical and subscriptions) problems; always provide customers with multi solutions to choose and provide them with the proper advice for them problems.
5. One of the TOP20 agents in my department and the best position was the 1st; One of the best agents in my Team; also I got too many appreciation letters from customers who appreciate my support for them.
6. Work under pressure and for long hours, great team spirit, strong communication and negotiation skills, builds good relationships between the agent and the customer, very patient and go extra miles with the customer, and always looking for the hard cases to solve them perfectly.
2) IT and Office Administrator; OSUS Project Development, from 23/6/2005 till 25/9/2005, Dubai, UAE. Mainly involved in the STAR GATE project in the new Za’beel Park in Dubai. It is a family “Edutainment Center”. Responsibilities include:
1.Network administration; Installing, Configuring and Maintaining Wireless LANs using ADSL and LinkSys Wireless under Windows XP platform.
2.Computer Maintenance and support (Troubleshooting and Helpdesk Support).
3.Database and information management using Microsoft Access.
4.General Office Administration activities.
5.I’ve been participated with my company in City Scape Exhibition from 17/9/2005 till 19/7/2005.
3) Team Leader (Supervisor) of SIX Employees, Network Administrator, IT Technician and Instructor; AKKAD for Internet & Computer Services from 5/9/2003 till 3/1/2005, Iraq – Baghdad
Responsibilities include:
1.Network Administration (Installing, Configuring and Maintaining LAN using Windows XP platform).
2. Internet (Monitoring, Configuring and Maintaining the SERVER).
3.Internet and Network Security (Firewalls and Anti Viruses).
4.Working with Backup and Data Recovery Programs; such us ( Norton Ghost & Go Back ).
5.Computer Assembling, maintenance and set up including installation and configuration of Microsoft Windows operating systems.
6.Customer Services and troubleshooting (Hardware and Software Solutions).
7.Office Administration (Printing, Scanning, CD – Burner and general administration).
In addition to the responsibilities outlined above, I worked as an Instructor for the following courses:
•Microsoft Windows (Millennium and XP).
•Microsoft Office (XP and 2003).
•Internet (Browsing, chatting, emailing and configuration of Internet Explorer).
•Computer maintenance (Troubleshooting and Helpdesk Support).
•Microsoft Visual Basic 6.0 (Beginners Level).
•Adobe Photoshop 7.0 ME (Beginners Level).
•NETWORKING (Installation, configuration and maintenance of LAN) using Windows XP platform.
• Skills
1.Blind Typing ( Touch Typing ) about 35 wpm
2.Proficient in Microsoft Windows ( 98, 2000, Me and XP )
3.Proficient in Microsoft Office (97, 2000, XP and 2003).
4.Programming using Microsoft Visual Basic 6.0 (able to give courses for Beginners).
5.Multimedia Programs (Sound Forge, Cool Edit).
6.Graphics Design using Adobe Photoshop 7.0, Photo Brush, Ulead Photo Express and many other programs; In ( Image processing, Modifying, Apply Effects, working with multi Layers).
7.Proficient in using Internet.
8.Good knowledge in a wide computer Software.
•Courses
1 -Cisco Certified Network Associate (CCNA) Course provided by ExecuTrain; Amman, Jordan, 2005.
2- Training Certificate from SHOWTIME that I have passed successfully the Training Course to be eligible to work as a Customer Service Representative; Dubai – 2005
3- IBS Training, SHOWTIME; Dubai – 2005
4- AVAYA Training, SHOWTIME; Dubai – 2006
