Osama Sameer Mansour is a Senior Knowledge Management Officer from Jordan with over 30 years of experience in various technical roles. He received a diploma in Industrial Electronics in 1987 and has worked in roles supporting office automation products, radio communication equipment, and service teams. Currently, he manages service reporting and knowledge management as a Senior Knowledge Management Officer at ITS, where he has been employed since 1999. He has extensive training in software, operating systems, and certifications in help desk management.

1. Osama Sameer CV
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Curriculum Vitae
For :
Osama Sameer Mansour

2. Osama Sameer CV
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(Osama Sameer Mansour) Curriculum Vitae
1- Personal information
Name : Osama Sameer Mansour
Current Position : Senior Knowledge Management Officer
Nationality : Jordanian
Date of Birth : 27-3-1966
Place of Birth : Kuwait
Marital Status : Married (with 5 Kids)
2- Education
Year of
Completion
Educational Institute /
Country
Degree/Diploma Major
1983 1- Hawalli HighSchool- Kuwait High Secondary Science
1987
1- Facultyof electronicStudies -
Kuwait
Diploma Industrial Electronic
2-

3. Osama Sameer CV
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3- Employment history and responsibilities
Job Title-Company Responsibilities starting Date Ending date
SeniorElectronic
Technician
SHARP electronics
Supportingoffice automationproducts
(photocopiers –fax –type writers)
1987 1988
SeniorMilitary
Technician
KuwaitAirForce
SupportingAll High&Low Frequency
RadioCommunicationProducts.Ground
to Ground & To AirCommunication.
1988 1990
Team Leader–Service
Technician
Al OthmanPearlsEst.
Managing the Service team/Supporting
CasioRetails&Fast FoodMachines –
ElectronicScales&Scanners
1991 1999
Corporate Services
Dispatcher /Senior
Knowledge
ManagementOfficer
ITS
 Managing service report-service
teamday to day activities –
 conductingawarenesssessions –
presentations tocustomersall
overITS offices
 GenerationService reports
 Arrange meetingwithCustomers
 FollowuponISO certificates and
conduct auditsessions
 Followuponescalationcases
fromCustomers
 Followuponsupportcontracts
and coveredinstalledbase at
customersite
 ApplyingKPI’sandbestpractice
for the supportteam
 Postthe Preventative
Maintenance reportsonthe
portal and arrange for afterPM
meetingswiththe customer
1999 Present
Note : All workingplacesare inKuwait

4. Osama Sameer CV
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4- Training Course
Course Name Date Facilitator
Office 2000 17/6/2001 New Horizon Institute
Unix Fundamental
19/4/2003 ITS -Kuwait
Unix Administrator.1
26/4/2003
ITS -Kuwait
Alis printer . (basics). 4/5/2003 Global Alis -UAE
Host Security Module(HSM) 23/7/2003 ITS -Ksa
Certified Help desk analysts
5/7/2004
Pitman Institute
Certified Help desk manager
5/2/2005 IIRME(UAE)
Certified Contact Helpdesk Manager
4/2/2007
IIRME(UAE)
Fire Safety & First Aid 21/3/2011 Kuwait Red Crescent
Security Awareness 25/9/2013 ITS -Kuwait
First Aid CPR AED 7/10/2015 ITS -Kuwait
5- Certification
Certificate Name Achieved Date
Certified Help desk analysts
5/7/2004
Certified Help desk manager
5/2/2005
Certified Contact Helpdesk Manager
4/2/2007

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6- Industry knowledge
Hardware Software Operating system
Line Printers
Point of sale (K-net Machines)
Desk Top PC’s
Kiosk Payment Machines
7- Skills
Skill Name
Presentation Skills
Communications Skills
8- Languages Skills
Language Ability ( native / Excellent / very good/ fair)
Arabic Native
English Excellent

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9- Project Experience overview
Project
: Oracle CRM
Duration
: 6 Months
Date
: 2003
Role
: Team Leader and Trainer
Description
: Implementation of CRM service desk & customer service module in the
Company services departments (ITS) and Supported Customers (End
Users)
Project
: Service dispatchers avarness
Duration
: 2 Months
Date
: 2009
Role
: Team Leader and Trainer
Description
: Implementation of service desk Best Practices and Processes in the
Company services departments (ITS) For the service dispatchers Team

7. Osama Sameer CV
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Project
: Sales Force Service Module
Duration
: 8 Months
Date
: 2010
Role
: Team Leader and Trainer
Description
: Implementation of Sales Force service desk & Store keeping in the
Company services departments (ITS)
Project
: Remedy CRM
Duration
: 6 Months
Date
: 2012
Role
: Team Leader and Trainer
Description
: Implementation of Remedy service desk & customer service module in
the Company services departments (ITS) and Supported Customers (End
Users)