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Name: Ehab Rafeeq Abd Al-Jaber
Date of Birth: 2nd
Jan 1989
Nationality: Jordanian
Email ID: ehabsabah_2189@hotmail.com
Mobile Contact: 66181947
Objectives:
Through the previous experience I’ve been privileged to take, I was encouraged to
assume responsibility and acquire related skills needed for today’s competitive
job market. In addition, the last work period helped me to polish both my written
and verbal skills and to deal with different caliber of individuals which I’m always
eager to learn from their vast professional experiences. I am looking forward to
use the different skills I’ve acquired, along with my education and put them to
good use ambitiously.
Education:
- High School Education, Al-Najat Private School (2006).
- Diploma of Information Technology. (The Intermediate University
College)(Jordan) (2009).
- Shamel certificate (Al Balqa’a Applied university) (Jordan) (2010).
Employment Records:
- IT specialist, technical department, Smartlink Communications
Company. (Jordan). (After graduation till May 2010)
- Customer Support Agent, Mada communications Company. (Kuwait).
(25th
Jul 2010 till 21st
Aug 2011)
- Customer Support Team Leader, Mada Communications Company.
(Kuwait). (22nd
Aug 2011 till date).
Computer Skills:

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- Win XP, Win ME, Win98, Win95, Microsoft Office, DOS, Basic, and visual
basic.
- Internet & Email systems.
- Network systems.
- Preparing RG cables for networks.
- Hardware maintenance.
Languages:
- Arabic: Mother tongue.
- English: perfect.
Professional Experience:
1. IT specialist - Smart link communication company (Jordan).
- Ability to use various electronic digital test equipment such as test sets,
antenna system, cables & routers.
- Strong computer skills to use in troubleshooting site issues.
- Maintaining site records such as site logs, test printouts, maintenance
logs, trouble tickets, and incident reports.
- Maintaining vehicle, test equipment, and tools.
- Covering designated area when scheduled for On Call duty.
- Ability to operate, maintains, troubleshoot and repair V-SAT
connections.
2. Customer Support Agent – Mada Communications Company
(Kuwait).
- Troubleshooting with corporate and individual customers.
- Checking customers line status, port status and speed configuration.
- Informing operations team about customers’ problem (which cannot be
done over the phone).
- Configuration of customers’ equipment to connect through Internet
(cisco routers, Wi-MAX routers and access points).
- Diagnose and repair wireless / wired LAN issues (Desktops and Laptops)
- Configuration Amendments (if Networking Team, Operations team or
the customers made a request of the amendment).

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- Monitor customers.
- Database updating.
- Reaching customers’ satisfaction after solving their problems by the
other teams.
- Do reports or an entry on the CRM and CRESTEL about customers’
problems.
- Do daily reports and updating the customers’ sheets when adding a new
client.
- Submit daily customers’ surveys to discuss their service satisfaction.
3. Customer Support Team Leader – Mada Communications
Company (Kuwait).
- Professional technical experience in ISP call center environment.
- Manage a group of employees and distribute work among them.
- Responsible of managing the function of solving customers’ general
problems for both consumers and corporate sectors.
- Develop KPIs and conduct monthly appraisal to review staff
performance according to quality metric standards.
- Motivationally manage/lead a team of CSRs within inbound and
outbound contact center environment.
- Provide prompt support to residential team including escalation and
information resource.
- Advocate for residential customers and escalate to NOC/wireless
/Network / IT etc. whenever required while maintaining ownership of
tickets until final resolution.
- Conduct routine Daily /monthly customers’ surveys to discuss their
service satisfaction.
- Develop residential team technical skills and facilitate additional
trainings for new agents.
- Lead the residential team to promote service oriented environment
focused on customer satisfaction.
- Ensure residential CRM data is updated daily.
- Handel escalated calls; ensure achievement of department goals (i.e.,
Service Level, team quality, resolution of customer service issues.
- Complete additional tasks as assigned by Management.