Ahmed Ibrahim Salih
Abu Dhabi,UAE
Summary
Energetic and confident person seeking a position with new chances and challenges in a well-established organization, to maintain long term career path. Motivated individual with strong drive for excellence. Interprets written requirements and specifications to meet project deadlines and quality standards. Friendly Help Desk Technician 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.
Overview
7
7
years of professional experience
Work History
IT Help Desk Technician
Royal Group
02.2017 - 07.2022
- Contact with customers who need technical assistance via the phone or email
- Perform troubleshooting using different diagnostic techniques
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues
- Provide quick resolution and excellent customer service
- Redirect unresolved issues to the next level of support personnel
- Provide needed information on IT products or services
- Keep record of problems and their resolution
- Follow-up with customers
- Provide feedback on processes and make recommendations on areas to improve
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
- Suggest improvements on procedures
- Gre
Sales Coordinator
ZAIN Sudan
06.2015 - 04.2016
- Resolve customer complains via phone, email, mail or social media
- Use telephone to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advice on company's information
- Take payment information and other pertinent information such as address and phone numbers
- Place cancel orders
- Answer questions about warranties or terms of sale
- Suggest solutions when a product malfunctions
- Handle product recalls
- Attempt to persuade customer to consider to reconsider cancelation
- Inform customers of deals and promotions
- Sell products and services
- Utilize computer technology to handle high call volumes
- Work with customer service manager to ensure proper customer service is being delivered
- Close out or open call records
- Compile records on overall customer satisfaction
- Handle changes in policies or renewals.
Education
Bachelor of Information Technology -
Information Technology, Future University
Sudan2015
Skills
- Attention to detail and deadline oriented
- Strong Written & Verbal Communication Skills
- Ability to work under pressure
- Quick learner, keen to learn and improve skills
- Project support
- Reporting and documentation
- Critical thinking
- Just In Time stock control
- Customer rapport
- Teamwork and collaboration
Languages
English
Upper intermediate
Arabic
Fluent
Timeline
IT Help Desk Technician
Royal Group
02.2017 - 07.2022
Sales Coordinator
ZAIN Sudan
06.2015 - 04.2016
Bachelor of Information Technology -
Information Technology, Future University
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