Ahmed Al Rabaee
Support Engineering Manager
Irbid
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Experienced team manager with over 10 years of experience in technical support. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Support Engineering Manager
Amazon MENA
Amman
2012.06 - 2022.12
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Submitted service tickets for equipment maintenance requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Researched product and issue resolution tactics to address customer concerns.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Identified procedure or process changes required to improve performance and productivity.
- Reviewed operations reports to understand numbers and trends.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Advanced productivity KPIs to achieve key business goals and objectives.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Performed root cause analysis of reported issues to enact corrections.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Education
Secondary School Degree - Scientists
Ashshajara Secondary School
Irbid - Alramtha 2014.09 - 2005.01
Bachelor Degree - Management Information Systems
Al Yarmouk University
Irbid- Jordan 2005.09 - 2010.05
Skills
Persuasive communication style
undefinedTimeline
Secondary School Degree - Scientists
Ashshajara Secondary School
2014.09 - 2005.01
Support Engineering Manager
Amazon MENA
2012.06 - 2022.12
Bachelor Degree - Management Information Systems
Al Yarmouk University
2005.09 - 2010.05
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