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<pre>Array ( [var] => cut_url ) </pre> Resume for Amer A. for Project Manager / Computer & IT Services in Mascat, Oman. Search More Resumes for Project Manager on Resumark.com #VHLXVLBCH
 

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Resume for Amer A. for Project Manager / Computer & IT Services in Mascat, Oman




Occupation: Project Manager Industry: Computer & IT Services
Country: Oman City: Mascat
State: Masqat ZIP: 115



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Amer AlLawati

P.O. Box

P. Code

Home:

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  • Experienced IT Project Manager for various organizations being airlines and Telco in promoting call centre strategic vision through strategy, design and system requirements and airline projects implementation, commissioning and cut over. Innovative professional with proven ability to identify, analyze and solve problems to increase customer satisfaction and cost control through expertise in:
  • IT Project Management
  • Contracts Tendering and Evaluation    
  • Training, Coaching Motivation and Management  
  • Airlines and Banking Systems IT Projects
  • Cross functional team leadership
  • Airport CUTE & BRS systems
  • Omanmobile FCMS system and other contact centre systems
  • Customer Site Survey
  •  
  • Respected builder and leader of customerfocused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and organization operations policies.
  • Areas of Expertise
    Airline various Projects Management

    MS Active Directory

    VPN Networking

    Complaint Handling & Resolution

    Operations Management

    Customer Satisfaction Enhancement

    FrontEnd Supervision

    Sales & Margin Improvement

    Teambuilding & Training

    CostReduction Strategies

    Business Continuity & resiliency

    Professional Experience
    First Capital — Muscat, Oman Aug to Present

    Senior Project Manager, Aug to present 

    Working as Senior Project Manager in which I established an outsourced call centre for First Capital as well as conducted customer’s operational studies, manpower distribution, departmental process and procedures for IT and Customer Services departments. Planed organized and analyzed customer operation activity after vigilant studies. Identify customer’s problem areas from business processes, personnel, equipment utilization, functions, systems, procedures, and policies to determine needed modifications or improvements. 

    I’ve also worked as consultant for establishing an MVNO in Oman. Identified the market requirements and chosen the market segment to target. Setup their strategy and mission required

    Meet different types of organizations management for outsourcing call centre mission to offer First Capital services through presentation and direct negotiations. I was able to convince large bank and large insurance company within less than six months. Act as IT sales manager to promote our international partner of leading BPO/BPM market and have successfully identified and acquired the business. I’ve worked as a consultant for OIFC for five months to build corporate support section and have successfully audited outsourced call centre in order to increase profitability by designing an outbound call strategy.   
     
     
     
     
     
     
     

    Oman Mobile – Muscat, Oman       Jul – Jun      

    Section Head Corporate Customer Support     Jan – Jun

            

    Established then promoted to manage new section of Corporate Customer Support to recruit, train and supervise + senior customer service representatives and supervisors. Foster an environment in which corporate customers enjoy high levels of service and employees are motivated to deliver top performance through Omanmobile dedicated corporate contact center. Retain the customers by giving a high quality after sales service 

    Section Head Second Line Support      Jul – Dec  

    Manage backend technical operations to ensure friendly all products and services both prepaid and postpaid of the Oman mobile are smoothly offered to customers after liaising with technical departments, marketing division and vendors.

  • Won “Best Applied Strategy Award” for regional contact centre by ‘Insight’ July , to improve contact centre staff motivation and reduce holding time.
  • Reduced staff turnover by % in , benchmarking a recordsetting improvement in staff retention due to the success of employeedevelopment and moralebuilding programs.
  • Elevated departmental SLA satisfaction index from % to % within two years; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies.
  • Served on special taskforce charged with turning around underperforming stores. Trained CSRs and managers in five struggling stores, and contributed to significant improvements in customer satisfaction.
  •  

    SITA Muscat, Oman        Feb Jun

    SITA –OMAN IT Project Manager and Country Representative

    Promoted to manager position to recruit, train and supervise engineers and technician to install, maintain and troubleshoot airline and non airline customers of IT equipment, peripherals, software and application. Foster an environment in which airliners enjoy high levels of service while employees are motivated to deliver top performance. Manage operations of date centre that connects all airlines to single node of sharing equipment.

    Advice and support Airline Companies to ensure availability of their agreed IT requirements and to provide them with business solutions to meet their business information needs. Manage IT assets of SITA ensuring regular development and upgrade to provide the company with the most appropriate technology that meets Airline needs.

    Assist the engineers to carry tasks of new Gateway installation, new Terminal Emulator installation, Software Upgrade, Subsystem integration and configuration modifications. 

    The SABRE Group. Manama, Bahrain     Apr Jan

    Senior IT Consultant 

    LAN & WAN:  Plan, Design and implement LAN & WAN support for Gulf Air  including structured cabling and user connections, administrating and configuring of Windows NT, and Windows &, and Unix application, assigning IP addressing, turn existing network and workgroup networks

    Desktop: Hardware and Software acquisition includes new product market research and user requirements

    Setting up Gulf Air HDQ and Regional offices, software standard and evaluation, tenders initiation, Receiving, evaluation, and quality assurance. Write tender specification of all equipment including servers, Networking, PC’s, printers …etc. Administrate NT and UNIX servers

    Liaise with Airlines Hosts and provide them hosted systems configuration setup requirement. Liaise with equipment manufacturers for hosted system communication software and hardware

    Draw full plan of Gulf Air operated Airports for Departure Control System

    Manage all Gulf Air domestics and outstations starting from site survey, equipment design and installations and testing & commissioning.

    Design for equipment required segmentation and clustering.

    Installation, checking out, evaluation maintain and repair of the all Gulf Air Equipment and all associated peripherals. Installation and customization of Windows NT to access SNA and Airline hosts application software VTM through LAN.

    Installation of Internet software and applications and many PC based Software 
     

    GTO Muscat, Oman       Dec –Apr

    Communication and Networks Projects Engineer 

    Installations testing and commissioning of Large to small type of switching telephone Exchange, participating in planning of digital telephone switching exchanges

    Issuing of payment certificate for the contractors and consultants, verifying the contractor’s bill of quantity based on built value. Tendering evaluations and suggestions for different types of telecoms equipment.

    Education and Training  

    University of Wales – UK MBA in Effective Leadership     

    Coventry University of Coventry – U.K. B.Eng. Electrical & Electronics Engineering

    – Luton College U.K B/TEC Engineering 
     

  • ‘Cute’ Windows System Active Directory Administrator – SITA – Bohemia NY. USA
  • SHL Leadership course and workshop thru , Muscat. Oman
  • Certified Contact Centre Manager – Dubai – March
  • Customer Services Management – September – Dubai UAE
  • Contact Centre Excellence Corporate Training March , Kula Lumpur – Malaysia.
  • Effective Customer Complaint Management Corporate Training – March , Kuala Lumpur, Malaysia.
  • Project Management course, Dubai UAE – March
  • SITA Newcomer course, Cairo –Egypt. April X, X, SNA, XIS, MTN and Passport
  • SITA CAMPUS project for Lufthansa German Airlines, Frankfurt, Feb
  • Administering Microsoft Windows NT . OHI, Muscat Oman.
  • VIDECOM EPIC Airline Controllers ACM Airline Controllers Display Terminals, Henley, U.K.
  • AT&T International Network Management and Traffic Concept Seminar, Manama, Bahrain.
  • Osciloquartz Master Reference cesium Clock, Neuchatel, Switzerland
  • Traffic Planning,
  • Forecasting and Equipment Dimension Intelsat, Muscat – Oman.
  • Telecommunication Network Planning and Designing Nippon Telegraph and Telephone NTT TokyoJapan .
  • Basic, Pascal, Modula , C, C++, Visuals Basic, Assembly and Foxpro

    M, , , . TCP/IP, NetBEUI, SPX/IPX, SNA

    SDLC, PB, PC, Type A, X, X, VISA VAP System, Mastercard, American Express, Windows NT, ,, IBM, OS/, UNIX, Novell and others. 


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