Fatima Ahmed Mohammed Ali Alshehhi
Technical Support
Abu Dhabi,AZ
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Knowledgeable Information technology professional with background in project management, business and systems analysis, installation and configuration. Over 3 years of experience in deskside and remote technical support.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
4
4
Languages
Work History
Technical Support
Emirates News Agency
02.2023 - Current
- Installed and provided technical support for equipment.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Optimized reporting processes through the implementation of automation tools, reducing manual labor requirements significantly.
- Expedited problem resolution times by collaborating closely with other departments involved in product development or service delivery processes.
Customer Happiness Consultant
Tawjeeh
03.2020 - 09.2021
- Improved operations through consistent hard work and dedication.
- Maintained excellent attendance record, consistently arriving to work on time.
- Identified issues, analyzed information and provided solutions to problems.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
Lab Technician
Zayed University
02.2018 - 07.2018
- Tracked collected specimens by initialing, dating and noting times of collection.
- Cleaned and sterilized tools and equipment to maximize purity of specimens.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Set and oversaw quality assurance guidelines for laboratory work.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Carried out day-to-day duties accurately and efficiently.
Education
Master of Science - Cyber Security
Zayed University
Abu Dhabi, United Arab Emirates 04.2001 -
Bachelor of Science - Security and Network Tech
Zayed University
Abu Dhabi, AZ 09.2012 - 05.2017
Skills
Issue Analysis
Safety Equipment
Technical support escalation
Systems Analysis
Software Development
Research abilities
Cyber Security
Security Screenings
Accomplishments
- CCNA Routing and Switching Essentials
- CCNA Routing and Switching: Introduction to Networks
- IT Essentials course for Cisco Networking Academy program
- Win the first place in innovation day competition (Design application prototype)
- Participate in competition in RTA (Design a website) 8
- Customer Service Excellence
- Best 10 practices techniques for customer service
- Customer Service handling angry callers
Timeline
Technical Support
Emirates News Agency
02.2023 - Current
Customer Happiness Consultant
Tawjeeh
03.2020 - 09.2021
Lab Technician
Zayed University
02.2018 - 07.2018
Bachelor of Science - Security and Network Tech
Zayed University
09.2012 - 05.2017
Master of Science - Cyber Security
Zayed University
04.2001 -