Hala Alseheem

• Handle customer cases and complaints received through IT systems, then analyze and resolve them in timely and professional manner within the agreed SLA.
• Address all trouble tickets received from Zain employees and coordinate with related functions within Zain to ensure their resolution.
• Communicate with technical and customer-related functions regarding resolving customer complaints and requests and expediting their resolution.
• Generating KPIs and reports regarding problems and issues dealt with as well as the overall performance of IT functions and systems.
• Handle alteration requests related to subscription batches as well as resolving customers' command, contract rejections and ensuring that associated bugs and malfunctions are resolved in a timely manner.
• Support the system data integrity operations and implement data manipulation instructions to ensure that database across the different functions are accurate, reconciled, and adhered to the set procedures and guidelines.
• Generate and allocate MSISDNs and distribute them to the sales functions.
• Classify mobile numbers into premium and regular subscriptions and integrate them within network elements as well as coordinate their release with the Sales Department.
• Administrate CRM systems and grant\revoke privileges and access points to Zain employees.
• Work on Quality Assurance Automation to accelerate the testing process and enhance time to market.
• Automate manual procedures and processes using latest technologies in the market to reduce human manual works.
• Perform system integration tests (SIT) for commercial products and IT projects and make sure that they are free of bugs. In addition to document all testing scenarios results with print screen inside test management tool.
• Perform other duties related to the job as assigned by the direct supervisor.
• Executing activities according to the organizational security policies.
• Protecting assets from unauthorized access, disclosure, modification, destruction, and interference.
• Accessing and/ or modifying systems, applications, and information as allowed by the owner.

• Provides day-to-day operations of assigned services, responding to facilities/services problems in an efficient and timely manner:

• Providing First level of support for end users and that entails onsite support and problem resolution for end users for their computing systems.

• Installing and supporting Applications and Operating systems.

• First Level of support (onsite support and problem resolution) for LANs and WANs.

• Achieving the above within SLA.

• Contribute with initiatives to enhance work in EUS area.

• Responsible for EUS store inventory.

• Assure proper procedure follow-up in regards to Remedy calls assigned.

• Ensure implementing of the department policies and procedures.

• Be ready to handle additional responsibilities as and when needed by the department/division/business.
• Responsible for the security, Confidentiality & Integrity, of all information assets within his responsibilities by the company's Information Security Policies.

• Generate, edit, publish, and share daily content (original text, images, video, or HTML) that builds meaningful connections and encourages community members to take action.
• Set up and optimize company pages within each platform to increase the visibility of the company's social content.

• Developed web applications using ASP.Net with VB.Net and ADO.Net for 120 hours.

• Oracle 11g SQL with a total of 120 hours.

• Oracle 11g Database Administration Workshop 1 and 2 with a total of 120 hours.

• Microsoft package with a total of 40 hours.

• ITIL Version 3 Foundation with a total of 40 hours.

• ERP Introduction ERP (Human resources, Financial) with 60 hours.

• Soft Skills (Presentation Skills, Communication Skills, Time Management) with a total 36 hours.

• Managerial Skills (Team building) with a total 24 hours.

• Applied English ( Speaking, Writing, Reading) with a total 72 hours.