ALI AL MADANI
Muscat,Madinat Sultan Qaboos
Summary
Experienced professional with a strong background in Communication and Interpersonal Skills. Proficient in Public Speaking ,Troubleshooting software & Hardware, system administration, optimizing performance and technical support. Skilled in problem-solving, Research , Presentation Delivery, Creating Structural Ideas & Materials . Recognized on Staff Training and being Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success. Ready to bring fresh prespectives and work ethic to any team in order to deliver high postive impact in the work environment
Overview
11
11
years of professional experience
1
1
Certification
Work History
Support Service Engineer
Oman Airports
07.2016 - Current
- Resolved customer service Incidents & requests within the given time frame.
- Prepared daily team handover reports of service Incidents and requests tickets
- Performed diagnostics and troubleshooting of hardware & software systems to identify root causes of failures.
- Documented reports and projects handover to maintain accuracy as well as track records
- Performed routine inspections on airport equipment and systems.
- Collaborated with ICT team members to ensure operational readiness of systems.
- Coordinated with ICT Stores and vendors for parts procurement and service support.
- Collaborated closely with other Oman airports departments to assist on Project deliveries, Facility Upgrades and expansion commitments
- Provide Training to the trainees on the nature of our section work by providing them guidance on best practices and protocols to solve issues.
- Provide an Inducation Presentstion about our services for new joiners to the Oman Airports Company
Acting ICT Duty Supervisor
Oman Airports
06.2018 - 01.2019
- Preparing daily handover reports.
- Conducted regular inspections in the Airport facilities to ensure Smooth Services Operation standards.
- Collaborated with fellow ICT team members to enhance workflow efficiency.
- Conducted regular team meetings to discuss issues, goals, and objectives
- Monitored job performance of employees and provided feedback to them
- Investigated problems in a timely manner and implemented solutions as needed.
- Identified areas of improvement within the workplace environment and addressed them accordingly
- Provided guidance and support to team members in order to improve efficiency.
- Acted as a liaison between upper management and team members, facilitating open communication
- Communicating with vendors and suppliers to secure and Provide nessasary agreed items for our services
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Coordinated with other Oman Airports department Managers & Supervisors to ensure smooth workflow and project alignment.
- Prepared staff work schedules and assigned team members to specific duties.
Customer Support Engineer
Oman Computer Services ( Omantel Sub Contract)
Muscat
04.2014 - 06.2016
- Provided technical support for software and hardware issues in customer environments.
- Provided secondary support to field engineers, helping resolve escalated service calls by leveraging remote access tools.
- Resolved customer inquiries in a timely manner via system, email, or phone
- Installed, configured, and maintained customer networks.
- Collaborated with cross-functional teams to resolve complex customer inquiries.
- Diagnosed and troubleshot system malfunctions using diagnostic tools and techniques.
- Documented support interactions and solutions in the internal knowledge base
- Monitored system performance to identify potential problems.
- Educated customers on services features and best practices for optimal use.
- Monitored customer feedback to identify trends and areas for service improvement.
- Created user accounts according to departmental guidelines.
- Created detailed documentation regarding customer interactions and resolutions in the internal base knowledge
- Ensured compliance with service level agreements (SLAs) and customer support policies.
Education
Bachelor of Science - Computer Engineering
University of Technology And Applied Sciences
Muscat01.2013
High School Diploma -
Jabeer Bin Zaid School
Muscat01.2009
Skills
- Team Management
- Time Management
- Public Speaking
- Analytical Thinking
- Leadership
- Microsoft Offices
- Attention to detail
- Adaptability
- Computer literacy
- Technical Support
- Problem solving
- Data analysis
- Documentation
- Team collaboration
- Project management
- Inventory management
- Incident management
- Root cause analysis
- Project delivery
- Training and development
- Coaching and mentoring
- Decision-making
Accomplishments
- Major part of Oman Airports team on opening and operational of Muscat International Airport on 03/20/18.
- Managed and handled Oman Air Cargo building project to increase internet connectivity and enhancing antenna signals.
- Supervised Oman Airports ICT Old Assets Project records Corrdinate with Oman Airports the Assets and Finance Departments
- Supervised and coordinated project with Bahwan Company to install TV screens in the Service Desk Offices to showcase FIDS information (Flight Information Display) in the Airport Terminal.
- Major Part of Opening new Service center Office that serve Oman Airport Staff on Resloving ICT technical issues
- Supervised and coordinate on Service center office noise cancllecation project that aims to install noise cancelation foams that will assist on removing echos on the office . Also, Corrdinate with Civil & Project Maintenance Department to renovate service center Door entrance
- Delivered a successful well Organized Campagin about Awareness Sessions collaborating with Media Department aiming to Aware Oman Airports Staff on Service center Section Roles & Responsiblites
- Delivered a Successful well Organized Campagin about Educational Sessions collaborating with Media Department aiming to Educate Oman Airports Staff on Self services platforms.
- Participating on Comex 2024 presenting service center section
- Created highly effective new QR Code service that significantly impacted efficiency and improved operations which help Oman Airport Staff on creating tickets easily and assist them on filing a complain to the system.
- Managed and supervised Oman Airports ICT Old Assets Project.
- Supervised and coordinated project with Bahwan Company to install TV screens in the Service Desk Offices to showcase FIDS information (Flight Information Display) in the Airport Terminal.
Certification
- Certificate of Troubleshooting and Supporting Windows 7 Enterprise, Department of ICT, Oman Airports
- Certificate f Troubleshooting Supporting Windows 10 Enterprise, Department of ICT, Oman Airports
- Certificate of Cisco Prime Provisioning ,Department Of ICT,Oman Airports
- Certificate of Fiber Optics,Department Of ICT, Oman Airports
- Certificate of the Basic Trails and Trials Orientation for Opening New Muscat Airports
- Certificate of BRS System for Baggage Handling, Department Of ICT, Oman Airports
- Certificate of CCNX and Security Plus, Department Of ICT, Oman Airports
- Certificate in Short Term Experience Program in Airport Operation Department
- Certificate in Short Term Experience Program in Media Department
- Certificate of Cisco Certified Network Associate (CCNA)
- Certificate of CompTIA ,Department Of ICT,Oman Airports
- Certificare of ITIL 4 Foundation, Department Of ICT, Oman Airports
- Certificate of Digital Tranformation Master Class, Department Of ICT,Oman Airports
- Certificate Implementation & Managing Windows 11 , Department Of ICT ,Oman Airports
Languages
Arabic
First Language
English
Proficient
C2
Spanish
Elementary
A2
Italian
Elementary
A2
Korean
Beginner
A1
References
- Ali Al Rawahi, +968, 9980 0803, ali.alrawahi@omantel.com ( Former IT supervisor )
- Haider Al Lawati, +968, 9942 3278, Haider.allawati@omantel.com ( Former IT Manager)
- Ahmed Al hoqani, +968 9911 0054 , Ahmed.alhoqani@omanairports.com ( Former Manager )
Hobbies and Interests
- Traveling
- Sports
- Reading
- Music Production
Timeline
Acting ICT Duty Supervisor
Oman Airports
06.2018 - 01.2019
Support Service Engineer
Oman Airports
07.2016 - Current
Customer Support Engineer
Oman Computer Services ( Omantel Sub Contract)
04.2014 - 06.2016
Bachelor of Science - Computer Engineering
University of Technology And Applied Sciences
High School Diploma -
Jabeer Bin Zaid School