Abdelmoneim Saeed

Essential Responsibilities: Resource Management: In moderately complex organization(s) manages the efforts of direct and indirect reports, and collaborates with, provides guidance to and influences employees, clients and matrix partners. Responsible for selecting, developing, and deploying staff in the most effective manner to meet assigned objectives. Responsible for performance management, compensation decisions, rewarding and recognizing employees, and providing on-going, regular performance feedback. Strategic Partnership & Planning: Formulates moderately complex, effective strategies consistent with the business and competitive strategy of the organization and/or functional area. Examines policy issues and strategic planning with a long-term as well as short term perspective. Determines objectives and sets priorities; anticipates potential threats or opportunities and vets them within the organization and with the client as appropriate. Change Management & Innovation: Develops and/or influences new ideas/approaches. Establishes procedures and practices which promote the adoption of appropriate solutions and sustainability of desired results in moderately complex environments. Uses efficient and cost-effective approaches to integrate processes and technology into the workplace and improve program effectiveness. Develops strategies to enhance decision making. Understands the impact of process, policy, and technological changes on the organization. Results & Accountability: Ensures that effective controls are developed and maintained to ensure the integrity of the organization. Takes corrective action, as appropriate. Ensures that performance is aligned with mission, goals and outcomes and is completed within established timeframes. Monitors and evaluates moderately complex plans; focuses on results and measuring attainment of outcomes. Has budget accountability.

Summary of Responsibilities: The Amadeus Sudan Technical Help Desk acts as 1st Level Service Desk to support customers (Travel Agencies) using Amadeus Products and Solutions. The Amadeus Sudan Technical Help Desk is a single point of contact for incidents, service requests and phone calls, which is responsible for recovering technical incidents and requests; or for escalating them to resolver groups within Amadeus Central Teams or to third parties involved in the service provided. Main Job Tasks and Responsibilities: • Deal directly with customers either by telephone, electronically (Remote Access Support) or face to face. • Respond promptly to customer inquiries. • Handle and resolve customer complaints. • Obtain and evaluate all relevant information to handle product and service inquiries • Set up Amadeus Reservation System (Amadeus Selling Platform) to the new customer. • Process orders, forms, applications and requests. • Organize workflow to meet customer timeframes. • Direct requests and unresolved issues to the designated resource (Second Level Technical Help Desk). • Manage Travel Agency Profile. • Keep records of customer interactions and transactions. • Record details of inquiries, comments and complaints. • Record details of actions taken. • Initial analysis for causes and resolutions of operational issues • Ensure that CRM system data for the Customer Incidents are updated. • Communicate and coordinate with internal departments for better business process. • Prepares product or service reports by collecting and analyzing customer information. • Periodic Reporting to the Management for the Customers Activities, Claims and Incidents. • Local Network Administrator.

• Co-founder of the company (2004) • Technical Manager (Mar 06-Jun 06). • General Manager (Jul 06 –FEB 07)

• Network administrator. • Computer & Printers maintenance. • System Engineer of EL-MOBDE’A medical software groups.