IT Technical Support Specialist: 2018 - Present
Abu Dhabi Government Contact Center (TAMM)
More than 10 years of experience in information technology and customer service.
I do multiple tasks such as:
- Handling more than 25 employees in operations.
- Install, configure, test and maintain operating systems.
- Managing my team, distributing the work, dealing with operations, and handling the TAMM Platform and TAMM-CRM.
- Used ITSM to track support tickets and document actions.
- Testing new technology and applications.
- Guide users with simple, step-by-step instructions.
- Organized workspaces for employees with computer, monitors and associated cabling or equipment.
- Managed and configured network switches and routers.
- Active Directory and managing user IDs, roles, and groups' OUs.
- Providing remote support for employees.
- Evaluating my team’s performance.
- Achieve my team's success, goals, and objectives.
- Monitoring calls and cases.
- Responsible for troubleshooting and monitoring all IT equipment.
- Sharing knowledge with operations, and employee teams.
- Exchange of analysis between government entities
- Analysis cases for governmental entities.
- Handling chats and video calls with customers by using a CRM system.
- Supported out-of-hours service on-call.
- Updating the management dashboard for SLA reports.
- Using Power BI Application for statistics and analysis.
Case Officer – Digital Service (TAMM): 2015-2018
Abu Dhabi Government Contact Center (TAMM)
- Solving the technical issues that the customer faces on the TAMM platform.
- Dealing with operations, and handling the TAMM Platform and TAMM-CRM.
- Solving, his/her UAE PASS account and applying some certain commands on the HTML page.
- Handling complex cases with government entities by using CRM-system.
- Handling social media cases (Sprinklr Program).
Customer Service Representative : 2013-2015
Abu Dhabi Government Contact Center (TAMM)
- Answering customer calls and solving their issues.
- Dealing with operations, and handling the TAMM Platform and TAMM-CRM.
- Handling complex emails in a fast and reliable.
- Handling chats and video calls with the customers.
