Samer Al Asfar is seeking a field support engineer or technical consultant position. He has over 15 years of experience in technical support roles for NCR Corporation in Saudi Arabia, including as a senior customer support engineer and field support engineer. He has strong skills in troubleshooting ATM machines, training engineers, and managing technical support teams.

1. SAMER AL ASFAR
Mobile: +49 1578 533 2251
Address: Übergasse 11, 55606 Kirn, Germany
Email:
samer.asfar@yahoo.com
Visa Status: Permanent resident of Germany
Professional Profile
A resourceful, hard-working and highly motivated professional with a proven record of
success in technical support management, with a wealth of transferrable skills, including
outstanding organizational and technical abilities. A capable organizer, quick to grasp – and
make good use of – new ideas and information. Able to work well both independently and as
part of a productive team, demonstrating the motivation and multi-tasking abilities required
to meet demanding deadlines while maintaining the highest of standards. Always striving to
meet business and personal objectives. A motivational leader highly practiced in developing
successful and productive teams.
Objective
Now looking for a new and challenging position as a Field Support Engineer/Technical
Consultant that will make best use of my existing skills and experiences yet enable further
personal and professional development.

2. Employment History
March 2006 –Dec 2014 NCR Corporation Saudi Arabia
Senior Customer Support Engineer
Responsibilities (but not limited to):
Ø Provides engineering support to the Site Engineers and the other repair centres in
Saudi Western Region.
Ø Provides training of ATM Machines Modules to Junior Engineers within and outside
the Western Region.
Ø Troubleshooting, checking and correcting the defective parts, errors and
malfunctions of components and analyze the breakdown problems; eliminating
equipment problems in the electrical, ATM System Software,
Human Machine Interface, and instrumentation areas.
Ø To take ownership of reported or escalated Hardware and Software problems and be
proactive when dealing with complex machine issues.
Ø Perform root-cause analysis and preventive measures for repeated issues.
Ø Provide technical support functions to Field Service, Help desk, and Workshop on
assigned NCR products and/or machines.
Ø Answering support queries via phone and/or through personal queries by
technicians, help desk and external customers.
Ø Providing preventive maintenance and service of the ATM machines.
Ø Analyze ATM Machine Module needs and implement required equipment upgrades
and modifications.
Ø Evaluate current processes and practices for accomplishing teams’ objectives to
develop and implement improved processes and practices.
Ø Increase performance data to identify repetitive equipment issues and implement
procedures to improve reliability, uptime and product quality for continuous
improvement or processes.
Ø Prepares the Daily Production Report, which consists of the Technical, Costs &
Consumption details.

3. Ø Forecasting to determine inventory levels and conducting stock counts for all the
spare parts within Jeddah Repair Centre.
Ø Completing work order forms by TSRP system (Logistics) in shipping out newly
repaired spares/modules from and within the Gulf; receiving of defective parts;
counterchecking part numbers details versus invoices.
Ø Conduct basic and advance training related to ATM product and ATM latest fix.
Ø Ensure and maintain zero out-of-stock situations for a particular spare part(s).
Ø Generate weekly reports and KPI on ATM field service performance for management
review.
Ø Trusted on doing Service calls on Cash dispensers and FLM (First Level Maintenance)
Ø Ensure efficient response time to meet customer’s satisfactions.
Ø Tests machine functions, and balances machine cash account, using electronic
keypad.
Ø Provide quality Technical assistance to the Bank.
Ø Prepare, installs, provides support and services assuring online availability of all
ATMs.
Ø Corrects malfunctions, such as jammed cash or paper, or calls repair personnel
when ATM needs repair.
Ø Install router; configure network connection and coordinates with network
department regarding the online status of the communication.
Ø Ensuring an up to date training plan for all types of ATM’s and ATM Engineers
including Product Specialist.
Ø Manage ATM service team and act as Product Specialists at the same time. Assist
them with complex hardware & software problems as level 1 and 2 support.
Ø Analyze and investigate support file and make recommend action to solved isolated
problems.
Ø Ensure timely update of help desk system on all open trouble tickets by ATM field
service team.
Ø Coordinate with product specialist(s) to arrange and/or conduct training
for ATM field service team on regular basis. Ensure and maintain adequate skill level
of all ATM field service engineers.

4. Jan 2000 –Feb 2006 NCR Corporation Saudi Arabia
Field Support Engineer
Responsibilities (but not limited to):
Ø Pre staging, installations and ON-Lining of ATM machine.
Ø Installing of Security Alarm systems inside the ATM Drive-up kiosks
Ø Installing and maintaining network connection of ATM terminals in different type
such as Dial up Connections, V-SAT and ADSL Connection which is connected via
Cisco Router’s
Ø On site repair of NCR Multifunction ATM’s which equip with Envelope Deposit (DPS),
Cash Recycling System dispenser using vertical cassettes and Cash out Dispenser.
Ø Conduct regular quality inspections on installed ATM’s checking their latest status.
Ø Ensure the proper reporting to Field Service Manager and Senior Management.
Ø Explore the opportunities for system improvements:
Ø Liaise with Field Service Manager to ensure quality of work produced and efficient
use of field force on updates and training measures.
Ø Conducts testing, calibration and commissioning of the modules automated system
after it’s been repaired to make sure it is working properly.
Ø Coordinate with installation manager and help desk manager to ensure timely
completion of technical services related to ATM installation, site cleaning activities,
trouble shooting of technical hardware and software problems where needed.
Ø Act as technical coordinator between ATM field service engineers and product
specialist(s).
Ø Generate weekly reports on ATM field service performance for management review.
1993 –1999 Advanced Electronics Laboratories Hama- Syria
Field Technical Engineer
Ø Working on installation and configuration of advanced electrical panel boards
supplied to factories.
Ø Troubleshooting of the installed panel boards.
Ø On call support 24/7.

5. Ø Train the customers’ staff on basic operating and trouble shooting techniques.
Personal Attributes
Ø Leadership ability.
Ø Business process knowledge.
Ø Active listener.
Ø Problem resolution.
Ø Analytical thinking.
Ø Visionary and strategic thinking.
Ø Decision maker.
Ø Proficient in computer applications.
TRAINING
Ø Certificate of Completion (NCR Personas): Feb 2001 Dayton, Ohio, USA
EDUCATION
Ø 1991–1993 Damascus University Damascus, Syria
Diploma of Electrical and Electronics Engineering.
Certifications
Ø May 2013: Cisco Certified Network Associate (CCNA)
Ø Sept 2013: Cisco Certified Network Professional (CCNP)
PERSONAL ATTRIBUTES
Ø Committed.
Ø Ability to inspire others.

6. Ø Traveler.
Ø Presentable.
Ø Creative.
LANGUAGES
Ø Arabic (Mother Tongue)
Ø English (Business Level proficiency)
Ø German (Business Level proficiency)
Interests
Ø Cycling, Internet, table tennis and movies.
REFERENCES
Available upon request