IT Specialist
Avaya Libya
02.2022 - 06.2023
mohamed Amer
IT SPECIALIST
cairo
Timeline
Technical Support Specialist
Xceed
05.2021 - 10.2022
IT Support Specialist
Chinese company
02.2020 - 04.2021
Bachelor of Science -
Bachelors of Information System
09.2015 - 07.2019
Work History
IT Specialist
Avaya Libya
cairo
02.2022 - 06.2023
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Cultivated interpersonal skills by building positive relationships with others.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Identified issues, analyzed information and provided solutions to problems.
- Developed and maintained courteous and effective working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
Technical Support Specialist
Xceed
Cairo
05.2021 - 10.2022
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Walked individuals through basic troubleshooting tasks.
- Recorded and maintained relevant notes for each client and work order.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Promoted efficiency among departments with prompt resolution of system issues.
- Resolved [Number] technical support inquiries per day.
- Tracked computer equipment, peripherals and network servers via master documentation in Excel.
IT Support Specialist
Chinese company
cairo
02.2020 - 04.2021
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Managed backup and recovery of data assets to safeguard system availability.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Updated software to safeguard against security flaws.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Answered questions and provided information to customers about new software or hardware.
- Delivered onsite technical support for [Number] employees.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Configured hardware and granted system permissions to new employees.
- Promoted efficiency among departments with prompt resolution of system issues.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Education
Bachelor of Science -
Bachelors of Information System
09.2015 - 07.2019
Skills
- Mobility Devices
- Technical Support and Assistance
- Disaster Recovery
- User Experience
- Customer Service Expertise
- Windows 10
- Hardware Upgrades
- Windows Vista
- Microsoft Active Directory
- Software and Hardware Implementation
- Data Connectivity
- Cost Analysis
- Wireless Area Networking
- Hardware Replacement
- Helpdesk Call Support
- Backup and Recovery
- Component Replacements
- Leading Software Development Teams
- Manual Writing
- Technical Equipment Inspection
- Organizational Skills
- Service Desk Team Management
- File Management Software
- Root Cause Support
- Disk Space Management
- Operating System Management
- Telecommunications Network Oversight
- Computer System Diagnostics Software
- Instruction and Training
- Patch Implementation
- Mobile Device Management
- Operational Policies Knowledge
- Computer Operating Systems
- Creative Issue Resolution
- Remote Access Software
- Infrastructure Planning
- Functional Testing Experience
- Virtual Local Area Networks
- Microsoft Windows and Office
Summary
Friendly Help Desk Technician with 3 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Detail-oriented IT-Specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Methodical IT System Administrator with 3 years maximizing human and technical resource contributions to optimize business operations. Proponent of integrating emerging technologies to heighten IT activity efficiency. Dedicated to enhancing service outcomes and reducing response times to safeguard consistent IT operations.
Work Preference
Work Type
Full TimeWork Location
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