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Osama Sameer CV
1
Curriculum Vitae
For :
Osama Sameer Mansour
Osama Sameer CV
2
(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 HighSchool- Kuwait High Secondary Science
1987
1- Facultyof electronicStudies -
Kuwait
Diploma Industrial Electronic
2-
Osama Sameer CV
3
3- Employment history and responsibilities
Job Title-Company Responsibilities starting Date Ending date
SeniorElectronic
Technician
SHARP electronics
Supportingoffice automationproducts
(photocopiers –fax –type writers)
1987 1988
SeniorMilitary
Technician
KuwaitAirForce
SupportingAll High&Low Frequency
RadioCommunicationProducts.Ground
to Ground & To AirCommunication.
1988 1990
Team Leader–Service
Technician
Al OthmanPearlsEst.
Managing the Service team/Supporting
CasioRetails&Fast FoodMachines –
ElectronicScales&Scanners
1991 1999
Corporate Services
Dispatcher /Senior
Knowledge
ManagementOfficer
ITS
ï‚· Managing service report-service
teamday to day activities –
 conductingawarenesssessions –
presentations tocustomersall
overITS offices
ï‚· GenerationService reports
ï‚· Arrange meetingwithCustomers
ï‚· FollowuponISO certificates and
conduct auditsessions
ï‚· Followuponescalationcases
fromCustomers
ï‚· Followuponsupportcontracts
and coveredinstalledbase at
customersite
 ApplyingKPI’sandbestpractice
for the supportteam
ï‚· Postthe Preventative
Maintenance reportsonthe
portal and arrange for afterPM
meetingswiththe customer
1999 Present
Note : All workingplacesare inKuwait
Osama Sameer CV
4
4- Training Course
Course Name Date Facilitator
Office 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 Date
Certified Help desk analysts
5/7/2004
Certified Help desk manager
5/2/2005
Certified Contact Helpdesk Manager
4/2/2007
Osama Sameer CV
5
6- Industry knowledge
Hardware Software Operating system
Line Printers
Point of sale (K-net Machines)
Desk Top PC’s
Kiosk Payment Machines
7- Skills
Skill Name
Presentation Skills
Communications Skills
8- Languages Skills
Language Ability ( native / Excellent / very good/ fair)
Arabic Native
English Excellent
Osama Sameer CV
6
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
Osama Sameer CV
7
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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Osama 2015 CV

  • 1. Osama Sameer CV 1 Curriculum Vitae For : Osama Sameer Mansour
  • 2. Osama Sameer CV 2 (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 HighSchool- Kuwait High Secondary Science 1987 1- Facultyof electronicStudies - Kuwait Diploma Industrial Electronic 2-
  • 3. Osama Sameer CV 3 3- Employment history and responsibilities Job Title-Company Responsibilities starting Date Ending date SeniorElectronic Technician SHARP electronics Supportingoffice automationproducts (photocopiers –fax –type writers) 1987 1988 SeniorMilitary Technician KuwaitAirForce SupportingAll High&Low Frequency RadioCommunicationProducts.Ground to Ground & To AirCommunication. 1988 1990 Team Leader–Service Technician Al OthmanPearlsEst. Managing the Service team/Supporting CasioRetails&Fast FoodMachines – ElectronicScales&Scanners 1991 1999 Corporate Services Dispatcher /Senior Knowledge ManagementOfficer ITS ï‚· Managing service report-service teamday to day activities – ï‚· conductingawarenesssessions – presentations tocustomersall overITS offices ï‚· GenerationService reports ï‚· Arrange meetingwithCustomers ï‚· FollowuponISO certificates and conduct auditsessions ï‚· Followuponescalationcases fromCustomers ï‚· Followuponsupportcontracts and coveredinstalledbase at customersite ï‚· ApplyingKPI’sandbestpractice for the supportteam ï‚· Postthe Preventative Maintenance reportsonthe portal and arrange for afterPM meetingswiththe customer 1999 Present Note : All workingplacesare inKuwait
  • 4. Osama Sameer CV 4 4- Training Course Course Name Date Facilitator Office 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 Date Certified Help desk analysts 5/7/2004 Certified Help desk manager 5/2/2005 Certified Contact Helpdesk Manager 4/2/2007
  • 5. Osama Sameer CV 5 6- Industry knowledge Hardware Software Operating system Line Printers Point of sale (K-net Machines) Desk Top PC’s Kiosk Payment Machines 7- Skills Skill Name Presentation Skills Communications Skills 8- Languages Skills Language Ability ( native / Excellent / very good/ fair) Arabic Native English Excellent
  • 6. Osama Sameer CV 6 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
  • 7. Osama Sameer CV 7 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)