Curriculum Vitae

For :Osama Sameer Mansour

Osama Sameer CV

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(Osama Sameer Mansour) Curriculum Vitae

1- Personal information

Name : Osama Sameer Mansour

Current Position : Senior Knowledge Management Officer

Nationality : Jordanian

Date of Birth : 27-3-1966

Place of Birth : Kuwait

Marital Status : Married (with 5 Kids)

2- Education

Year of Completion

Educational Institute / Country Degree/Diploma Major

1983 1- Hawalli High School- Kuwait High Secondary Science

1987 1- Faculty of electronic Studies -Kuwait Diploma Industrial Electronic

2-

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3- Employment history and responsibilities

Job Title-Company Responsibilities starting Date Ending dateSenior Electronic TechnicianSHARP electronics

Supporting office automation products(photo copiers –fax –type writers )

1987 1988

Senior Military TechnicianKuwait Air Force

Supporting All High & Low Frequency Radio Communication Products .Ground to Ground & To Air Communication.

1988 1990

Team Leader –Service TechnicianAl Othman Pearls Est.

Managing the Service team /Supporting Casio Retails & Fast Food Machines –Electronic Scales & Scanners

1991 1999

Corporate Services Dispatcher /Senior Knowledge Management OfficerITS

Managing service report-service team day to day activities –

conducting awareness sessions –presentations to customers all over ITS offices

Generation Service reports Arrange meeting with Customers Follow up on ISO certificates and

conduct audit sessions Follow up on escalation cases

from Customers Follow up on support contracts

and covered installed base at customer site

Applying KPI’s and best practice for the support team

Post the Preventative Maintenance reports on the portal and arrange for after PM meetings with the customer

1999 Present

Note : All working places are in Kuwait

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4- Training Course

Course Name Date FacilitatorOffice 2000 17/6/2001 New Horizon Institute

Unix Fundamental 19/4/2003 ITS -Kuwait

Unix Administrator.1 26/4/2003 ITS -Kuwait

Alis printer . (basics). 4/5/2003 Global Alis -UAE

Host Security Module(HSM) 23/7/2003 ITS -Ksa

Certified Help desk analysts 5/7/2004 Pitman Institute

Certified Help desk manager 5/2/2005 IIRME(UAE)

Certified Contact Helpdesk Manager 4/2/2007 IIRME(UAE)

Fire Safety & First Aid 21/3/2011 Kuwait Red Crescent

Security Awareness 25/9/2013 ITS -Kuwait

First Aid CPR AED 7/10/2015 ITS -Kuwait

5- Certification

Certificate Name Achieved DateCertified Help desk analysts 5/7/2004

Certified Help desk manager 5/2/2005

Certified Contact Helpdesk Manager 4/2/2007

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6- Industry knowledge

Hardware Software Operating systemLine Printers

Point of sale (K-net Machines)Desk Top PC’s

Kiosk Payment Machines

7- Skills

Skill NamePresentation SkillsCommunications Skills

8- Languages Skills

Language Ability ( native / Excellent / very good/ fair)

Arabic NativeEnglish Excellent

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9- Project Experience overview

Project: Oracle CRM

Duration: 6 Months

Date: 2003

Role: Team Leader and Trainer

Description

: Implementation of CRM service desk & customer service module in the Company services departments (ITS) and Supported Customers (End Users)

Project: Service dispatchers avarness

Duration: 2 Months

Date: 2009

Role: Team Leader and Trainer

Description

: Implementation of service desk Best Practices and Processes in the Company services departments (ITS) For the service dispatchers Team

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Project: Sales Force Service Module

Duration: 8 Months

Date: 2010

Role: Team Leader and Trainer

Description

: Implementation of Sales Force service desk & Store keeping in the Company services departments (ITS)

Project: Remedy CRM

Duration: 6 Months

Date: 2012

Role: Team Leader and Trainer

Description

: Implementation of Remedy service desk & customer service module in the Company services departments (ITS) and Supported Customers (End Users)

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