Contact Information »

Khaled Abu Koush

ITC Manager/ Customer Service Manager/ Service
Delivery Manager/ ERP Project Manager/ Product Address: Amman, Jordan
Manager/ Quality Manager

Mobile Phone: +962 799 072 082

E-Mail: khaled_koush@hotmail.com
khaled_koush@yahoo.com

Personal Information

Nationality: Jordan
Birthdate: 08 Oct, 1974
Gender: Male
Marital Status: Married
Number of Dependants: 3

Career Objective

IT Director position in an evolving environment with major responsibilities that will effectively utilize my skills.

Personal Profile

Versatile and very successful IT & Communication Director with a wealth of technical and commercial skills acquired across a wide range of
demanding roles with over 14 years experience within the IT sector. Now seeking next challenging and rewarding opportunity to demonstrate
substantial abilities and make an effective contribution in a successful, end user focused team.

Work Experience

Greater Amman Municipality

Ras-Al Ain, City Hall, Amman

15 November 2008 – up to date

Infrastructure Manager

Oracle Infrastructure; known within GAM as the ERP Infrastructure. The Infrastructure Manager will oversee and manage the whole
arena of Oracle Infrastructure. The Infrastructure Manager will take an active role in designing, implementing and supporting the
infrastructure to support the continued development of both the Oracle ERP and business support systems and networks to support the
rapid growth of the business.

• Overseeing and project management for the whole arena of Oracle Infrastructure, ie: Communications, Data Centre Operations, IT
Platform & Infrastructure
• Oversee the following areas during the project:
• Assessment process for GAM infrastructure
• Define Technical Infrastructure Requirements
• Design and Build Technical Architecture
• Procure build and test Non-Production Environment
• Develop and validate Software Development Technical Specifications
• Define, develop, and conduct Technical Test Approach
• Define Configuration and Support Operating Procedures
• Design and Build Batch Schedule
• Procure Production Hardware
• Build and Test Production Environment
• Conduct Performance and Stress Tests
• Build Technical Cutover Plans
• Develop Operational and Monitoring Procedures
• Deliver Production Environment
• To oversee the installation, configuration, upgrade, administration, monitoring and maintenance of servers and operating systems in
support of operational system(s) and/or Oracle ERP development environment
• Implementing policies for backup management and housekeeping of all the servers in the Oracle network
 NOVO-TEK Information Technology Solutions
Al-Dabbas Complex, PO Box 942470, Amman

15 August 2006 – 15 November 2008

IT and Service Delivery Manager

• Achieved to get NOVO-TEK as the 2nd company in Jordan certified as “Dell Authorized Service Provider”
• Design and implement ERP and Solutions Infrastructure for Large Organizations
• Certified Dell Enterprise Solutions Expert
• Monitor, benchmark and continuously improve our quality of services, products and employees' performance
• Provide products and services that meet the needs of our customers and exceed their expectations
• Verify that our products and services meet agreed requirements
• Make commitments we fully understand and believe we can meet
• Meet all commitments to customers on time
• Provide assistance to customers in an efficient and friendly
• Develop and coach staff to maintain high levels of service and to meet department standards and goals
• Interact efficiently with business customers
• Involved with all aspects of customer service and order entry including solving problems, answering questions, and working with
customers to ensure fantastic service
• Analyze and improve departmental operations and procedures resulting in increased productivity

DTK COMPUTER FZE

TC4, RA8, Jebel Ali Free Zone - United Arab Emirates

26 Dec 1996 -31 May 2006

Product Manager/ IT Manager/ Customer Service Manager/ Various Project Management Positions including ERP
During my work with DTK (OEM), I handled several positions:

- Various Project Management positions including ERP Project Manager

- Product Manager: (Servers, Storage, Desktops, Notebooks, and e-Solutions)
- Customer Service Manager: responsible for maintaining & developing Service and Warranty Programs for Channel Partners.
- IT & Communication Manager: Overall 12 years experience in IT segment
- Quality: develop & maintain QA & QC system for build to order operation.
- Partners: responsible for developing channel partner's sales & marketing programs.

With over 12 years of professional experience. Communication skills demonstrated through verbal and writing abilities, client
relations, sales marketing expertise, customer service skills, training new employees, and the ability to produce in-depth reports and
correspondence. My responsibilities includes but not be limited to:

Customers and Channel Partners Relation

• Multinational Experience, DTK is a multinational OEM company.
• Provided assistance to customers in an efficient and friendly manner.
• Promoted customer satisfaction through clear, concise communication.
• Developed and coached staff to maintain high levels of service and to meet department standards and goals.
• Proven ability to interact effectively with clients and staff at all levels.
• Interacted efficiently with business customers, providing information and resolving critical problems via electronic correspondence or
telephone.
• Maintained and encouraged customer loyalty through the courteous and efficient resolution of disputes, complaints, and discrepancies.
• Provide solutions that satisfy customers, handling difficult situations, complaint handling, sensitive customer, mission critical.
• Involved with all aspects of customer service and order entry including solving problems, answering questions, and working with
customers to ensure fantastic service.
• Strong background in both client and vendor relations.
• Trained in and maintained excellent interpersonal and communication skills that complement proven creative problem solving
capabilities.
• Provided technical guidance, information, and advice regarding a variety of customer service issues.
• Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving
problems.
• Possess effective communications skills, and work well with others at all levels.
• Analyzed and improved departmental operations and procedures resulting in increased productivity.

Suppliers and Vendors Relation

• Coordinating with Original Equipment Manufacturer (OEM) in the development and implementation of marketing programs
• Provide OEMs & Vendors with training on DTK's brand, trademarks and logo usage
• Acting as the main contact for OEM's Marketing Programs including but not limited to:
• Intel® Premier Provider Program
• Intel® Product Integrator Program
• Intel Inside® Program - Track 2
• Microsoft® Certified Channel Partners Program
 • Microsoft® OEM Connect Program
• Microsoft® Extranet Program
• Microsoft® System Builders Program
• Microsoft® Beta Testers Program
• Seagate Technology Partner
• Other OEM Partners/ Program: Enlight, INWIN, Uniwill, Chenbro, AData, EuroSoft, Delta Electronic, GVC, Proview, MSI
• Communicating market information back to DTK
• Managing marketing funds earned through Vendors various Programs

Product Management
• Accelerating the introduction & sales of DTK platforms of Servers, Desktops, Notebooks, Workstations & e-Solutions: Prepare
presentations, roadmaps, sales kits, on various products and underlying technologies for seminars, technical or marketing conferences or
trainings.
• Advised customers and sales people concerning the best hardware and software solutions for their requirements.
• Experienced in both customer service and supervisory positions.
• Ability to grasp thorough understanding of product features to better serve customers.
• Experienced in departmental management, staff training, and supervision.
• Managed critical projects for governments and large organizations.
• Hired and supervised team members, established project goals and timelines, assigned tasks and monitored progress.
• Provide pro-active support services: write technical articles, develop technical knowledge, newsletters in order to distribute to
customers, and working team.
• Prepared correspondence, reports, and manuscripts.

LION COMPUTER Amman, Jordan

November 1994 - October 1996

IT Support Specialist
2 years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as
meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with
personnel, customers, and associates based on knowledge, professionalism, and integrity.

Areas of Strengths

• Passion for Technology, vigilance to stay current on emerging industry trends and issues
• Communications Skills and Customer Focused
• Pro-Active (by nature)
• Certified Dell Enterprise Solutions Expert
• Expert Knowledge
• Administrative and Management Experience (15+ employees)
• Creative, positive attitude, confidence, self-motivated, self-learning and self-directed
• Experience in designing, deployment & management of data centre based and network infrastructure
• ITIL process experience

Achievements

• Played lead role as a “ERP Project Manager” in successful implementation, customization and training of Microsoft ERP System
“Axapta”
• Used extensive technical skills and experience to develop a special model for System Integrators called Configuration Builder, for
Microsoft ERP System “Axapta”
• Achieved to get DTK Computer ISO certificate by implementing an effective semi-auto computer production and testing line
• Achieved to get NOVO-TEK as the 2nd company in Jordan certified as “Dell Authorized Service Provider”

Languages

Arabic/ English Fluent More than 12 years

Education

Computer Engineering: Amman Applied University, 1994 [Faculty of Engineering Technology/ Al-Balqa' Applied University]
Qualifications and Skills

• Powerful project planning and implementation skills - delivery focused, experience in implementing ERP Projects
• Full project life cycle: configuration management and change management
• Reliably meets demanding deadlines and targets working under pressure
• Excellent IT hardware and software knowledge (Servers, Desktops, Notebooks and diskless Solutions)
• Reasonable sales and marketing background
• Excellent presentation skills
• Excellent telephone and electronic correspondence skills
• Excellent knowledge of Microsoft Operating Systems, Internet, Microsoft Office and a wide range of hardware and software
• Overall 14 years experience in IT segment
• Understand business enterprise solutions, corporate (IT), Intel and AMD architectures
• Systems design and software development skills
• Effective communication and negotiation techniques – skilled in account management.
• Trainings, courses, certificates and program’s membership:
• Contentious In-house training by DTK's headquarter on it’s products and underlying technologies
• Contentious In-house training by Intel on it’s roadmaps, products and underlying technologies
• Contentious training by Microsoft “OEM System Engineer” on current & future Operating Systems & Applications
• In-house Training “Introduction to Management”
• In-house Training “Project Management”
• In-house Training “Professional Sales Techniques”
• Periodically training by Microsoft on OPK “OEM Pre-Installation Kits” on current & future Operating Systems & Applications
• Active member of Microsoft Beta Tester Program (English and Arabic Platforms)
• Active member of Microsoft® System Builder
• Active member of Microsoft® Certified Channel Partners Program
• Active member of Microsoft® OEM Connect Program
• Active member of Microsoft® Extranet Program
• Active member of Intel® Premier Provider Program
• Active member of Intel® Product Integrator Program
• Active member of Intel Inside® Program - Track 2
• Active member of Seagate Technology Partner
• In-house Training “Project Management” August 2008
• Other OEM Partners/ Program: Enlight, INWIN, Uniwill, Chenbro, AData, EuroSoft, Delta Electronic, GVC, Proview, MSI
• Other qualifications, skills and recognitions from top leaders in IT such as:

References

Tony Merhij, Intel Channel Sales Manager

Intel Corporation
Cell Phone: +971 50 6599636
Day Phone: +971 4 2247111
E-Mail: sou.bennani@intel.com
Abdallah Saqqa, OEM Account Manager
Microsoft Corporation
Cell Phone: +971 50 4599867
Day Phone: +971 4 3917308
E-Mail: asaqqa@microsoft.com
Gaith Kadir, Sc. D., General Manager
Advanced Micro Devices (AMD Corporation)
Cell Phone: +971 50 4587311
Day Phone: +971 4 3670289
E-Mail: gaith.kadir@amd.com
Certificates

Dell Certified Systems Expert

Listed below are the certifications that I have received through the DCSE program.

Certification Status
ID Certification Date
819 ESF Level 1 - Version 4.0 3/6/2008
698 Foundation 2007 Portables 8/8/2007
523 Dell ESD - Certification 8/8/2007
690 Associate Server Certification V9.0 7/30/2007
695 Foundation 2007 Desktops 7/18/2007

Challenge Modules and Training Completed Status Certificate

Win the Retail Edge Championship Passed Ready to Print
Intel® dual-core technology Passed Ready to Print
On the Go with Intel® Centrino® Duo Mobile Technology Passed Ready to Print
Intel® Centrino® Duo Mobile Technology Passed Ready to Print
Introduction to Intel® Viiv™ Technology Passed Ready to Print
The Entertainment PC Passed Ready to Print
Upselling Mobility Passed Ready to Print
The new Intel® Pentium® D processor Passed Ready to Print
Completing the Digital Home Passed Ready to Print
The Power of Six Passed Ready to Print
Get ready for the Digital Home Passed Ready to Print
Entertainment on the Go Passed Ready to Print
In The Know Passed Ready to Print
Mobility – Performance for the Digital Home Passed Ready to Print
Processor Numbers 3 Passed Ready to Print
Processor Numbers 2 Passed Ready to Print
Processor Numbers Passed Ready to Print
Meet the Family Passed Ready to Print
Bring the Digital Experience Home Passed Ready to Print
Intel® Celeron® Processors Passed Ready to Print
Hyper-Threading Technology from Intel Passed Ready to Print
Trends in Mobile Notebook PC Computing Passed Ready to Print
The Right Match Passed Ready to Print

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