Amna BinDarwish Al Ali

Sharjah Archives

Sharjah, UAE

01.2019 - Current

Conducted quality assurance testing on software releases, identifying bugs and recommending improvements before deployment.
Served as a subject matter expert on key technologies, providing guidance and expertise to colleagues when needed.
Conducted root-cause analysis for recurring technical problems, developing long-term solutions to prevent future occurrences.
Assisted in the creation of an internal knowledge base, enabling faster resolution times for common issues across the support team.
Coordinated with vendors to resolve hardware and software issues beyond internal capabilities, ensuring timely resolution for customers.
Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
Developed customized training materials to facilitate end-user adoption of new systems and applications.
Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.

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