Fahim Ahmed Mobile: +971 56 3726256 Email: fahimahmed584@gmail.com

CUSTOMER SERVICE / TECHNICAL SUPPORT PROFESSIONAL 8 years of professional experience in installing, training, operating, repairs, and support

for Point-of-Sale (POS) terminals. Supported terminal application downloading through TMS and Zontalk using different

communication mediums (cable, PSTN, TCP/IP). Virtuous knowledge of financial & loyalty transactions’ batch generation, batch

recovery, and connectivity of POS with back-end infrastructure of financial institutions. 8 years’ customer support provided to Emirates Petroleum Products Company (EPPCO)

LLC and Emirates National Oil Company (ENOC) LLC, earning a solid reputation for POS terminals, in-house applications, and desktop systems support.

6 months’ experience in operating, training, and support for ERP, CRM, and HRM solution.

Help desk professional with experience in setting-up, troubleshooting, patching, on-call & on-site assistance for computing & network operations for Windows client operating system including 9x/XP/Vista/7/8.

Excellent interpersonal & communication skills with diligence for problem solving & diagnostics, understanding importance of excellent customer service, and professionalism.

PROFESSIONAL EXPERIENCE

MARSHAL EQUIPMENT & TRADING CO. LLC MAR 2005 – AUG 2013 CUSTOMER SUPPORT / SERVICE ENGINEER

A trustworthy, hardworking, and reliable customer service agent, provided level 3 technical support for Point-of-Sale (POS) terminal to Emirates Petroleum Products Company (EPPCO) LLC and Emirates National Oil Company (ENOC) LLC fueling stations throughout the 5 states in United Arab Emirates. Troubleshoot hardware, software and connectivity issues for desktop systems. Additional support provided for various in-house applications.

Knowledge of TMS operations such as defining terminal parameters, setting up general merchant profiles, cards acceptance & financial institutions related parameters, and communicate with terminal through RS-232 cable, modem port, GPRS (TCP/IP), and X.25 devices.

Achieved the highest levels of service for POS terminals, handling over 25 issues per week and averaging 4+ issues daily.

Installation professional on computer hardware & software.

Earned solid reputation for resolving complex issues and providing exceptional customer service.

Provided special assistance for batch generation, missing transaction recovery and reporting, and generating reports for complete transaction history.

Assisted users with IT related queries for desktop systems running Windows client system including 9x/XP/Vista/7/8

Excellent knowledge of Microsoft Office 97/2000-2013 & Office 365 with expertise in MS Word and Excel.

Promoted to assume additional responsibilities as technical advisor providing expert guidance to fueling station manager and staff.

Supported various in-house applications purposed for complete transactions recording, issuing/modification of chip-based cards, and Customer Relation Management (CRM) solution.

Skilled to provide level 3 support through Remote Desktop, Skype, and Team Viewer. Resolved on-site connectivity issues of terminal with financial institution. Delivered customer service on weekends and holidays. Demonstrated exceptional skills in professionalism and responsiveness across a wide

variety of areas.

EDUCATION & CERTIFICATIONS Secondary School Education, Sheikh Rashid School, Dubai - May 2001

Intermediate School Education, Sheikh Rashid School, Dubai - May 2003

HTML, FrontPage, Java Programming; Aptech Computer Education, Sharjah - May 2001

MS Access Programming, Aptech Computer Education, Sharjah - Jul 2001

Macromedia Flash, Aptech Computer Education, Sharjah - Aug 2001

Computer Hardware Master, Zenith Training Institute, Sharjah - Aug 2003

Managing and Maintaining a Microsoft Windows Server Environment, SitesPower

Training Center - Jul 2008

Installing, Configuring and Administering Microsoft Windows Client, SitesPower Training

Center - Jul 2008

Implementing a Microsoft Windows Server Network Infrastructure, SitesPower Training

Center - Aug 2008

PERSONAL INFORMATION Date of Birth: May 17, 1984

Nationality: Pakistani

Marital Status: Married

Languages: English (Written, Spoken) & Urdu (Native, written, spoken)

Driving License: Yes

REFERENCES Mr. Jayaraj

Maintenance Engineer (and ex-Line Manager)

Emirates National Oil Company Ltd. (ENOC) LLC

Contact: +971 50 1542999

Mr. Bashir Ahmed

Manager

Marshal Equipment & Trading Co. LLC

Contact: +971 50 4563102