Abdulrahman Mohammad Dakalbab
Dubai,United Arab Emirates
Summary
- A talented individual applies problem-solving and troubleshooting skills to find quick, impactful resolutions. Refines and updates existing practices for optimal performance, achieving seamless user experience.
- Adaptable ICT Help Desk Manager with experience providing first-class care in busy customer-facing roles. Communicates complex technical concepts clearly and concisely for improved service-user understanding. Organized and self-motivated with excellent leadership skills for excellent department productivity.
- Logical thinker with top problem-solving abilities. Communicates well with non-technical audiences for speedy resolutions. Background in delivering exceptional customer service whilst carrying out maintenance and repairs.
- Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Computer Engineer
iTeam Systems
Dubai, UAE
02.2017 - 02.2018
- Resolved system outages with prompt and dynamic repairs, including emergency overnight and weekend callouts.
- Served as a reliable point of contact for client members experiencing technical issues.
- Worked as IT project supervisor for several projects (Souq.com, Qexpress, YDL Clinic, Al Sobeh's Vascular and Medical Center)
- Served a main role for IT material delivery supplies along with preparing delivery notes and job sheets.
IT Helpdesk Engineer
Du telecommunication company
Dubai, UAE
06.2018 - 03.2022
- Providing Remote technical support to end users
- Improved communication skills with end users (Arabic + English)
- Obtained certificates of high user satisfaction and perfect support
- Used ITIL V4 Best practices with meeting SLA and incident prioritization
- Run Diagnostic programs, to do RCA analysis while implementing the solution.
- Delivered reliable, high-quality technical support to average of 30 users daily.
- Answered user questions about hardware and software operations to help resolve problems.
- Used HPSM to track support tickets and document actions.
- Tracked computer system and network performance to identify root causes of issues.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
IT Service desk Analyst
Juma Almajid Holding Group
Dubai, UAE
02.2022 - Current
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Troubleshoot operating systems, hardware, and software problems to identify root causes.
- Worked as coordinator for the site engineers acting as L2, providing them with advice and technical support.
- Acted as requests and incidents manager, tracking all aged cases and making sure it's up to date and reducing the average aging value, maintaining high satisfactory rates from end users.
- Provided FCR for incidents, along with guiding users on the proper process for their service requests.
- Improved the categorization and prioritization of the incidents, to provide better RCA.
Education
BSc - Sustainable and Renewable Energy Engineering
High school certificate - undefined
Al-Rashid al-Saleh School
2012
Skills
- Process automation
- Troubleshooting proficiency
- Customer service expert
- Desktop support
- ITIL V4 Service Operation best practices
- Project management (Hybrid, agile, waterfall)
- Microsoft Office (Beginner to Advanced)
- Remote support (Software and hardware)
Interests
- , Chess by being a member of chess team in the University of Sharjah.- Badminton
Languages
English
Advanced
Arabic
Native
Accomplishments
- Improved customer satisfaction ratings by tracking their issues and requests and making sure it's up-to-date.
- Worked as primary point of contact for end users to provide them guidance and immediate assistance required.
Certification
- Project Management Professional (PMP)
- Technical support fundamentals from Google
- ITIL V4 Service Operation
- Cloud computing basics certificate
- Microsoft Office (Beginner - Advanced)
Timeline
IT Service desk Analyst
Juma Almajid Holding Group
02.2022 - Current
IT Helpdesk Engineer
Du telecommunication company
06.2018 - 03.2022
Computer Engineer
iTeam Systems
02.2017 - 02.2018
BSc - Sustainable and Renewable Energy Engineering
High school certificate - undefined
Al-Rashid al-Saleh School
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