Rajwan Ahmed
Manager IT & ECommerce
Dubai United Arab Emirates
Professional Status
Employed
Open to opportunities
About Me
Ecommerce and IT Manager with more than 9 years combine experience in IT Technical, Marketing and Operation Management. Skilled in managing business and staff with analytical, Creative, Motivational and Technical approach to make everything best to establish profitable outcome for an organization.
Manager - IT & E-Commerce.
AL Seera Group
Since March 2014
Full-time
Dubai
United Arab Emirates
- Started the Online Store and Managed business with annualized gross sales of 3.6 Million AED. Achieved year-on-year revenue growth of 200%.
- Overall responsibility for ( Procurement Team, Website and Digital Marketing, Call Center and Logistic) of Souqmart.com and supported over 7,000 product skus.
- Sourced, conducted meetings and built partnerships with vendors of Categories, Logistic and marketing.
- Built aggressive print, email and social media campaigns for sales growth on each categories
- Marketing strategy mix included email, CPC, social ( Facebook - CPM,CPC) , SEO.
Oversaw creative direction for web ,email content and promotional strategy on Social Media campaign and implementation. - Analyzed site performance and initiated improvements, including merchandising efforts, technical projects, and creative changes
- Managed and Implemented full systems of Call Center EPAX setup, CRM, Website and security management, Payment gateway services, Hosting services, Software for marketing, updates of systems according to market standard.
- Managed Full operation team for daily customer service for follow ups on the contact number left on facebook campaigns and Shipping team for maximum shipments per day,
- Responsible to managed the category managers and arranging daily offers.
- Evaluated daily, weekly and monthly website statistics and monthly budgets
- Diagnosed issues and conducted emergency website maintenance
- Major Accomplishments:
- Achieved the 33% growth every quarter of 2016..
- Successfully launched Offer campaign generating 60% sales during Christmas and New Year..
- Created an extended range within jewelery and Fashion achieved profit 30% per month..
- Managed development of website and CRM according to trends which increased sales and productivity 15% per month.
- Outsourced the some process of web development and data entry to offshore to reduce cost.
Senior Technical Support Engineer
Quick Heal Technologies Pvt. Ltd.
February 2010
to 2014
Full-time
Pune, maharashtra
India
- Preparing daily workloads for staff & coordinating the daily allocation of work technical support engineers team of locations - Pune, sangli and kolhapur.
- Implementing new initiatives. Involved in the recruitment of new staff.
- Mentoring and training up junior and new staff of technical Support and Other department.
- Conducting training of partners, dealers and corporate customers related to new product and resolving their queries.
- Problem solving and providing detailed information on Quick Heal products.
- Turn around tense situations with irate customers into positive outcomes. Identify research & resolve customer issues using the analytic skills via phone, e-mail & onsite visit.
- Follow-up on unresolved customer problems & submit to MA and QA team. Provided training to new employees and internal/external clients on technical issues on new product and product features
- Coordinating all the teams to have the issues escalated on daily basis and giving them the necessary updates to fix the virus issues as soon as possible.
- Reporting to a department Manager and client on Weekly basis, on new updates and routine escalation call status.
- Taking care of maintenance and configuration of branch Servers, IT network Devices and ISP lines.
- Usage of Virus detection tools like sandbox, Hijack this, GMER, IceSword and process explorer and monitor.
- Having direct interaction with the client if there is any new virus/spyware outbreak.
- Helping the team to reach maximum resolution percentage.
- Helps corporate sales executive to answer frequent ask question of customers during product comparison and introduction.
- Taking escalation calls of the floor and giving any updates to unresolved issues to the client and the floor for resolving the virus issues
- Handling new client inquiries and acting as the face of the business.
Technical Support Executive.
Redington Services Ltd.
October 2009
to April 2010
Gurgaon, Haryana
India
- Responsible for providing L1 support in customer service in the technical support division.
- Problem solving and providing detailed information on new products of H.P. (Hewlett-Packard) for desktop, UPS & touch smart PC.
- Create and deliver solutions that meet corporate objectives tied to business and technology performance.
- Achieve high level of customer satisfaction through patient, methodical approach to problem resolution with majority of calls resolved within company’s requirement
- Turn around tense situations with irate customers into positive outcomes.
- Built a teamwork environment that encouraged hard work and collaboration.
- Ensured workflow efficiencies, customer service excellence, and quality assurance.
- Analysis of known issues of HP products, analyze then share with other team members.
- Monitor interaction between staff and callers to ensure quality assurance standards.
- Kept apprised of products, services, promotions and warranties.
- Expedited and facilitated the escalation of customer service issues.
- Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
- Responsible to check availability, arrangement of required parts for irate customer.
- Reduced route breakage and incidents of product loss.
- Ensured satisfaction of customer door times.
- Log all shift activities and resolve problems to prevent escalation.
- Set and maintain productivity and quality standards.
- Meet and exceed all company set goals for quality services.
Facility Management Engineer (Networking & Asset Infrastructure Management).
M/S. 3I-Infotech Ltd (Nexpro solution Consultancy)
October 2007
to October 2009
Full-time
Chandigarh (UT)
India
- Handled the branch of ICICI Bank & Prudential Life Insurance Co. Ltd in Chandigarh & Mohali.
- Ensures strict adherence to compliance.
- Provided Technical Support to other Engineers.
- Installation & configuration of new procured Cisco router & switches.
- Analyzing network and system related problems and troubleshooting.
- Provide Telephonic support and Onsite support to end user whenever required and resolve the problem to user satisfaction.
- Installation and maintenance of laptops and desktops.
- Managing assets like (transferring scrap stolen etc) on web base Cross Road software.
- Monitoring deployment of Antivirus on all desktops.
- Configured network printing, directory structures, user rights, security, and software on file and print servers.
- Design, Implement, Configure and Maintenance of Servers and other hardware/Network Infrastructure.
- Attending user’s Call Logged in Helpline on intranet.
- Co-coordinating for Creation/Deletion NT, Email ID‘s of Staff & Outsource.
- Maintain inventory of all IT Assets (Pc/Printer/Laptop/Server & Network equipment).
- Installation of standard desktop settings As per PC Health check (Icons, wall papers, screen savers, antivirus and update).
- Ensure users log a call through Helpline for every complaint
- Co-ordination with third party vendors for AMC/ Warranty Support & adherence to tat.
- Follow-up with vendor for resolution of hardware and software problems.
-
System Design
Advanced
-
troubleshooting
Advanced
-
Upgrades
Good
-
MCTS
Good
-
CCNA
Good
-
ITIL
Good
-
Team Building
Advanced
-
Motivation
Good
-
Assign Work
Good
-
update and learn new technology
Expert
-
Microsoft Expert
Good
-
Wordpress Website Managment
Advanced
-
CRM
Expert
-
Facebook Marketing
Advanced
-
SEO/SEM
Good
-
Email Marketing
Good
-
SMS Marketing
Good
-
nagotiation
Expert
-
Pricing
Advanced
-
Product Management
Expert
-
Procurements
Expert
- Certified in ITIL (V3) foundation in IT service management
- Supervising the team.
- Ability to motivate people.
- Call Center management
- Good presentation skills
- Conducted technical training of staff and customers
- Quality management
- Escalation Handling
- Strong decision making and problem solving skills.
- Have Microsoft certification and worked on servers, workstations. Also have experience in troubleshooting and configuration on all kind of Microsoft Operating systems.
- Completed Study in CCNA and have practical experience in network configuration and troubleshooting.
- Diploma in hardware and have extensive experience in all kind of IT hardware troubleshooting and configuration.
- Worked with security software organization and have more than 3 years experience in Malware analysis ,All kind Antivirus application configuration on various platforms. ( MAC, Microsoft, Linux, Blackberry, Android and exchange).
- Knowledge of IT and network Security management prevention from outbreak of malware and other threats.
- Knowledge of website designing.
Bachelor of Science in information technology
Punjab Technial University
July 2006
to September 2009
Bachelor of Science in information technology
MCITP( Microsoft Certified Information Technology Professional)
Web vision institute in Chandigarh.
April 2007
to November 2007
Completed the study in MCSE and MCITP from Web vision institute in Chandigarh and given exam independently
Completed Study in CCNA from Labs & Racks institute in mohali.
Labs & Racks institute in mohali.
February 2008
to July 2008
Completed Study in CCNA from Labs & Racks institute in mohali.
MCTS ( Microsoft Certified Technology Specialist) in Windows Server 2008 network Infrastructure.
Web vision institute in Chandigarh.
March 2007
to September 2007
Completed the study in MCSE and MCITP from Web vision institute in Chandigarh and given exam independently
One year Advanced Diploma in Computer Hardware & Networking
ACE InfoTech Services, Chandigarh
June 2005
to July 2006
One year Advanced Diploma in Computer Hardware & Networking ( completed part time while studying)
Certified in ITIL foundation in IT service management from cognex.
- Always keen to learn about new technology.
