Ahmed Fayez Abu-Baker

Dubai, Sharjah and Ajman

Tel: 056-1886735 / 050-3624535
Ahmed_p800@yahoo.com
Linkedin: Ahmed Abubaker

PROFILE & OBJECTIVES

A Communication Engineer Keen on finding a challenging position in telecommunication
field with a dynamic organization that seeks to engage a Very Logical thinking, Reliable,
trustworthy, motivated individual with strong education, Team leading skills, talents and a
record of helping projects progress and the delivery of specific customers requirements,
Committed to customer satisfaction for both major and minor projects across Middle East
and Africa, Able to work on own initiative or as part of a team.

PROFESSIONAL EXPERIENCE & SIGNIFICANT ACHIEVEMENTS

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Emitac Mobile Solution (EMS) (June 2012 Present)

Apple Technical Specialist and Senior Engineer at EMS

Job Description:
The primary purpose and responsibility of the position, is to handle, supervise and follow-up
on anything related to Apple Products (iPhone/Macs/iPad/iPod/Accessories) aftersales
services and warranty, Within the Technical Operation division in EMS repair center, Ensuring
Clients, Customers and EMS service level standards are met.

Main Job and Responsibilities:

In charge of EMS PixelParc Apple Store Service Center (Sahara Center) Apple
Repair Center Setup (ESD/Tools/Equipments/Materials) as per Apple standards,
Acquiring Apple ACMT, iOS Certification, Handling All Mac, iPhones, iPad, iPod
repairs, On-site F2F, Email and over the phone Customers Support and
troubleshooting, Ensuring adherence to quality standards, SOPs and that KPI/SLAs
are met, Providing on-spot trainings for customers on products and services,
managing KGB/KBB parts logistics (Shipments from and to Apple warehouse),
Managing payments and finances of service repairs in coordination with EMS back
office teams, in addition to Implementing improvement and corrective actions as
needed.
AppleCare Africa Project EMS Partners Meetings and Assessments, Understanding
Partners processes Auditing, Gap analysis, Benchmarking and Implementing
Remediation and Corrective Action plans, Partners staff Apple technical Trainings
including products introductions, repairs and Online System related trainings and
usage and updates, in addition to Follow-ups and Support.
Etisalat ASP (WIC kiosks, Collection Points) Etisalat Kiosk Auditing, Staff
Recruitment and Selection, Training (Technical & Soft skills), Assessment and
providing continuous support, Ensuring adherence to quality standards, SOPs and
that KPI/SLAs are met, Implementing improvement and corrective actions as
needed.
Etisalat Elite Customer Support Providing Excellent Over the phone/On-site
support for Etisalat Elite customers, deliver the necessary training to the EMS /
Etisalat Staff supporting this project ensuring quality of service and SLAs are met.

DSO Repair Center In charge of All Etisalat Apple iPhone Aftersales Servicing
Preforming iPhone repairs and troubleshooting while ensuring that KPI/SLAs are
met Handling Case-by-Case Follow-ups and Escalations with Apple, EMS
coordinators, Etisalat and Customers.

Some of Job Responsibilities, Skills and Knowledge:

-

ACMT, iOS Certified.

Completed Apples Mac products specific exam (Macbooks, Mac Pros, etc).
Experience in Apple online systems (Apple GSX), creating repairs, and
ordering parts, physically preparing shipment and required documentations
(Aramex, DHL).
Meeting with EMS Partners (Morocco/Libya/Tunisia), Discussing Business
agreements SOPs, KPIs and SLAs.
Reengineering and improving processes and policies to ensure premium
service experience.
Leading Apple service and repairs teams and providing support and guidance
when needed.
Customer and Personal Service - Knowledge of principles and processes for
providing customer and personal services. This includes customer needs
assessment, meeting quality standards for services, and evaluation of
customer satisfaction .
Providing and the Creation of training sessions and materials.
Extensive knowledge in Smartphones - (Brands, Operating Systems,
Hardware and Software features).
Self-motivated with Team Leading Skills.
Follow ups on Escalations up to individual customer.
Ensuring proper flow of communication internally and externally.
Experienced Technician and Coordinator.
Projects Implementation and Management, Ensuring meeting deadlines.
Applying Logic & Common sense in addition to Experience in decision making.
Ensuring Professionalism and Friendliness all the time.
A very Time efficient individual.
Insuring High quality standards over the board throughout the whole
process.
Ability to swiftly analyze & find appropriate solutions to problems on the
spot.
Providing technical support and advice to customers on the phone and F2F.
Testing newly implemented online systems, providing valuable feedback on
ways to improve system performance and main requirements to achieve
targets more efficiently.
Supervising the returns of faulty units back to Apple on regular, timely basis.
Avoiding repetitive mistakes by implementing corrective actions and
following strict guidelines throughout the process to achieve high volumes
and targets in timely and efficient manner.
Ensuring Instant replies and support over email.
Project Management skills.
Common sense and Logic.
Hands on Experience in dismantling and assembling electronics gadgets
(Mobile phones, Computers, Video Games consoles).

Nokia IMEA (Jan/2010 Dec/2011)

Technical Support Engineer at Nokia MEA Corporation:

Extensive Nokia Smartphones testing prior to launch (SW and HW).

Experience working with Two carriers (Etisalat/DU) to deliver products that
operate on their network including supporting lab testing at the carrier.
Was Part of Technical Marketing Acceptance (TMA) team in Nokia EMEA.
Experience in smartphones Mobility testing (in Moving environments eg Cars).
Traveled abroad to Saudi Arabia (Jedda, Ryiad) and Egypt for country specific
related Field Testing.
Smartphones Online Apps & Services related Intensive testing.
Experience in dealing with RnD teams in Nokia.
Dealing with Marketing teams in Nokia, and having regular weekly meetings.
Handling and dealing with unreleased models, prototypes and inventories.
Experience in Mobile phones errors tracing, logging and reproducing.
Part of Operators related projects (Saudi Arabia STC operator Nokia Store
Billing testing in STC office premises).
Providing GENERAL technical support for Nokia employees.
Very good experience in writing Technical Reports, Tutorials and Instruction manuals.

Preparing meetings and presentations.

Technical understanding and experience with GSM/GPRS, EDGE, CDMA and UMTS.
Excellent knowledge of Smartphone Operating Systems.
Excellent knowledge of Smartphone Hardware components.
Ability to understand the performance, limitations and behavior of SW/HW
combination.
Excellent knowledge of Smartphones related Services.
Following ALL Mobile Industry related latest news, changes and updates.
Very Good knowledge of Mobile Industry Market position for major players.
Following customers Mobile related posts and articles and feedback related to
products, analyzing, understanding, extracting and using this information to
understand consumer needs and feelings about products, and providing some
solution accordingly.
Very keen on self-improvement in anything related to technology, Smartphones,
Computers, etc.

EARLY EXPERIENCE SUMMARY

Completed 3-months University training in CityTec Company for Security & Alarm
Systems in Dubai-Al Qusais.
Around 3 years of experience in Selling, fixing & software modifications of
Smartphones & electronic entertainment gaming devices (Playstation, Xbox,
Nintendo, PCs).

EDUCATION
2013 2014
2004 2009

2001 2004

Acquiring Apple ACMT, iOS Qualifications.

B.S. in Electrical/Communication Engineering (5-years/165-hours),
Ajman University of Science & Technology Network, UAE
(September2004-June2009) with 3.54 Very Good Cumulative AGPA.
Al Aruba High School.

COMPUTER SKILLS:

Apple ACMT (Mac, OSX), iOS and Products Specific Certified and Qualified.
Excellent knowledge of Windows XP/Win7/Win8.
Excellent knowledge of Desktop PCs/Laptops/Tablets.
Very Good knowledge of Microsoft Office suite(2003/2007/2010).
Knowledge of circuit boards, processors, chips, electronic equipment, and computer
hardware and software, including applications and programming.
Good knowledge of Linux OS.

PERSONAL DATA

Date of Birth:
Marital Status:
Nationality:
Languages:

9th - MAY - 1986

Single.
Jordanian.
Fluent in both Arabic and English.

ADDITIONAL INFORMATION

Strong people skills and a knack for problem solving.

Strong verbal and written communication skills.
Driving license + Owns a Car + Love Cars!
Excellent knowledge on latest technological achievements.
Love Science, Space and Time.
Interests: Technology, Video Games, Gym, Movies, TV Shows, Anime, Youtube.
Logical Individual with a Very strong Common Sense.
Favorite Quote:
Anyone who has never made a mistake has never tried anything new.
Albert Einstein

REFERENCES

Will be provided upon request.

Updated: July 2015