Islam Nazlawi

Operations Team LeaderFull Time

• Job Details: Occupy the 1st level of the escalation matrix represented for Siemens account requiring the ability to breakdown complaints into solutions.  Monitor the team’s performance through qualitative as well as quantitative monthly scorecards which involves the essential criteria ensuring achieving the team’s KPIs.  Validate all newly implemented cutovers and assure that all documentation/information are provided by the project team.  Provide Daily reports to account team "DSR" as well as provide weekly/monthly reports to customer.  Delegate tasks and accountabilities. Establish work schedules. Supervise staff. Monitor and evaluate performance.

Incident Management SpecialistFull Time

• Job Details: Provide technical point of contact for customers’ incidents by Owning the resolution responsibility of the reported customer incidents either solely or with the help/intervention of other teams.  Diagnose fault-related incidents by effectively utilizing software diagnostics and other network utility programs and document all troubleshooting and incident management actions via the electronic incident management system in a timely manner.  Perform and own technical management escalations in line with company procedure and case excellence policy with the ability to multi-task due to handling various incidents with different priorities.

Sales EngineerFull Time

• Job Details: Worked with the design team to get familiar with utilizing the best equivalent LED solution that replaces traditional lighting using CREE products implemented through AGI-32 program.  In addition to presentations performed closely with consultants, contractors and architectural designers to capture tenders accordingly.