Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Accomplishments
Languages
References
Timeline
Ammar ABU SALEM

Ammar ABU SALEM

Amman

Summary

Dynamic Cloud Support Technical Team Leader at Estarta Solutions, adept at driving team performance and achieving 90% service levels. Skilled in coaching and mentoring, with a strong foundation in Webex support and data analysis. Proven track record in enhancing customer satisfaction through innovative solutions and effective communication.

Overview

5
5
years of professional experience

Work History

Cloud Support Technical Team Leader

Estarta Solutions
Amman
01.2021 - Current
  • Leading a team of 15 or more engineers to support customers' Webex issues.
  • Maintain a deep knowledge of Webex products, features, and integrations.
  • Stay updated with the latest industry trends and technology advancements in collaboration tools.
  • Act as a key point of contact between the CSFL team, cross-functional teams, and management.
  • Lead by example in tackling complex technical issues and providing innovative solutions.
  • Analyzed data from various sources to identify trends or patterns that could impact performance.
  • Presenting the weekly numbers to the vendor and discussing the action plans to enhance the teams' performance.

Operation Team Leader

Estarta Solutions
Amman
04.2021 - 10.2025
  • Creating an internal support team, responsible for managing, assigning, and monitoring the daily workload.
  • Analyzing all teams, providing action plans, identifying areas of improvement, and maintaining a clear line of communication with the leadership team.
  • Leading a team of 15 engineers.

Premium Support Technical Team Leader

Estarta Solutions
Amman
01.2022 - 01.2023
  • Leading a team of 12-15 agents to support high-touch customers with premium/enhanced contracts
  • Achieving the service level in monthly and quarterly based reviews: 90%
  • Prepare and present weekly based reviews of the business for the client
  • Collaborating with the quality team to review the team's performance and to provide the needed coaching to the engineers to achieve the KPIs.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.

Education

Bachelor Degree - Computer Science

The University Of Jordan, Amman
01.2019

Skills

  • Team Leadership
  • Collaborative Team Member
  • Detail-oriented
  • Time management
  • Strong desire to learn
  • Decision making
  • CCNA (Cisco Certified Network Associate)
  • Webex support
  • KPI development
  • Coaching and mentoring
  • Ticketing systems
  • Data privacy regulations
  • Microsoft Excel
  • Microsoft PowerPoint
  • Customer relationship management

Languages

  • Arabic, Native
  • English, Proficient

Personal Information

Title: TECHNICAL TEAM LEADER

Accomplishments

  • Recognized by five different managers as a top performer and receiving the 'Manager's Recognition' award
  • Added to the Cisco newsletter as a top performer
  • Recognized by the vendor on multiple occasions

Languages

Arabic
First Language
English
Proficient (C2)
C2

References

References available upon request.

Timeline

Premium Support Technical Team Leader - Estarta Solutions
01.2022 - 01.2023
Operation Team Leader - Estarta Solutions
04.2021 - 10.2025
Cloud Support Technical Team Leader - Estarta Solutions
01.2021 - Current
The University Of Jordan - Bachelor Degree, Computer Science

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Ammar ABU SALEM