Hassan Nassef
Dubai,UAE.
Summary
Experienced Technical Assistant successful handling problems and determining optimal solutions. Good documentation and reporting skills with solid understanding of customer, team and vendor relations.
Resourceful Technical Assistant brings extensive understanding of intricate hardware, software and peripheral support issues to computer support field.
Over 3 plus year period serving as point-of-contact for assessing and troubleshooting system performance, fielding user queries and liaising with vendors and third-party support. Offers extensive experience customizing and fixing deployments to meet organizational need for nonstop operations. Adept understanding of manuals and online resources, incorporated into knowledge base to quickly and efficiently resolve problems.
Overview
5
5
years of professional experience
Work History
Technical assistant
Vodafone UK
Cairo, Egypt
07.2021 - 05.2023
- Delivered successful projects within agreed budgets and timeframes.
- Trained staff in software systems and processes to enhance productivity.
- Extracted CRM data to compile business intelligence reports and insights.
- Achieved maximum customer satisfaction by offering tailored and consistent service.
- Followed technical documentation for accurate installation, maintenance and repair work.
- Installed new software for users and monitored version and patch update requirements.
Technical support
Arab Computers Co. Apple Authorised Service
Jeddah, SAUDI ARABIA
02.2018 - 06.2021
- Supported high volume customer requests via telephone, email and web portals with professional and first class service.
- Worked alongside service desk to provide 1st and 2nd line support to users deskside and remotely.
- Escalated complex third-line issues whilst managing employee expectations.
- Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
- Anticipated and prevented issues with technical infrastructure to minimise downtime.
- Developed expertise in variety of technical disiplines including cloud services and network management.
Education
bachelor's degree - Information technology, Management Information Systems
MCI Academy
Cairo, Egypt2021
Skills
- Application and desktop software
- Development: Android/ iOS
- Windows, mac OS, iOS
- Accurate troubleshooting
- Skilled in TCP/IP and WAN
- Software diagnosis
- Technical issues analysis
- Customer support needs assessment
- Data entry
- Application installations
Interests
Hobbies
, Fond of traveling
Participates in sporting activities, soccer, volleyball, and
swimming.
Car racing
Courses
English
Languages
Arabic
Native
English
Fluent
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of +20 staff members.
- Best Employee in Vodafone Technical award.
- Recipient of individual and departmental awards for providing stellar client service.
- Increased number of resolved job tickets by 35% over previous year.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Technical assistant
Vodafone UK
07.2021 - 05.2023
Technical support
Arab Computers Co. Apple Authorised Service
02.2018 - 06.2021
bachelor's degree - Information technology, Management Information Systems
MCI Academy
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