Khalifa Aldhaheri
Abu Dhabi,United Arab Emirates
Summary
Detail-oriented Senior technical support Specialist with solid skills in resolving technical issues in hardware and software. Resourceful, flexible and committed team player. Reliable in meeting tight deadlines to meet demands.
Overview
9
9
years of professional experience
1
1
Certification
Work history
Acting Head Section of Technical Support
Abu Dhabi Housing Authority
Abu Dhabi
03.2025 - Current
- Provided strategic leadership for Technical Support Section, aligning operations with organizational goals.
- Manage escalations and critical incidents, ensuring timely resolution and communication with stakeholders.
- Led planning and execution of system upgrades, integrations, and maintenance schedules with internal teams and external partners.
- Manage technical support section budget.
- Achieve technical support section goals and objectives
- Managed multiple projects simultaneously, ensuring timely delivery.
- Prepare and submit periodic activity and financial reports.
- Contribute to operational planning and budgeting.
- Monitor achievement of objectives and performance indicators.
- Develop and update technical support policies and procedures.
- Motivate and guide team members; manage task distribution and leave.
- Identify and address team training and development needs.
- Ensure compliance with health, safety, and quality standards.
- Coordinate with audit and risk teams for reporting and compliance.
- Maintain backup staffing and data confidentiality.
- Conduct annual performance appraisals for team members.
- Plan and oversee maintenance of IT equipment and systems.
- Coordinate data backup and disaster recovery processes.
- Supervise technical support requests and prioritize assignments.
- Ensure prompt support for all IT users to maintain business continuity.
- Oversee technical specifications, bid evaluations, and vendor selection.
- Evaluate and maintain IT systems and applications in cooperation with vendors.
- Assess IT suppliers to ensure equipment meets organizational needs.
- Supervise installation and updates of security systems on all computers.
Senior Partner Technical Support Specialist
Abu Dhabi Housing Authority
09.2022 - Current
- Leading technical support team
- Continuously seek improvement of support team.
- Maintain management dashboard on monthly, quarterly, yearly progress.
- Ensure helpdesk section meet goals, project and daily outputs.
- Manage helpdesk section budget.
- Evaluating support team performance
- Achieve helpdesk section goals and objectives
- Provide consistent oversite on service requests, incidents tickets progress.
- Supported out-of-hours service by working unsociable hours on-call.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Managed and prioritized allocated incoming support tickets.
- Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
- Diagnosed and solved issues for users against SLAs, maintaining high satisfaction rate.
- Install, configure, test and maintain operating systems.
- Monitor and test application performance.
- Prepare system performance statistics and reports.
- Implemented/manage email addresses and distribution lists in MS Exchange.
- Active Directory and managing user ID's, roles, groups OU's.
- Incident logging, problem analytics, and 2nd level network and system support.
- Responsible for troubleshooting, monitoring and coordinating maintenance contracts on all IT equipment.
- Worked on implementing Windows 10 on environment from creating image adding drivers and customizing image and disturbing it.
- Sharing knowledge with operation and support team.
IT Technical support specialist
Abu Dhabi Housing Authority
08.2021 - 08.2022
- Install, configure, test and maintain operating systems.
- Monitor and test application performance.
- Prepare system performance statistics and reports.
- Implemented/manage email addresses and distribution
lists in MS Exchange. - Active Directory and managing user ID's, roles, groups OU's.
- Incident logging, problem analytics, and 2nd level
network and system support. - Responsible for troubleshooting, monitoring and coordinating maintenance contracts on all IT equipment.
- Worked on implementing Windows 10 on environment from creating image adding drivers and customizing image and disturbing it.
- Used ITSM to track support tickets and document actions.
- Updating management Dashboard for SLA reports.
IT Technical support Officer
Abu Dhabi Housing Authority
11.2016 - 08.2021
- Install, Configure, test and maintain operating systems.
- Monitor and test application performance.
- Prepare system performance statistics and reports.
- Implemented/manage email addresses and distribution lists in MS Exchange.
- Active Directory and managing user ID's, roles, groups OU's.
- Incident logging, problem analytics, and 2nd level network and system support.
- Responsible for troubleshooting, monitoring and coordinating maintenance contracts on all IT equipment.
- Configure Cisco phones on Cisco call manager.
- Used ITSM to track support tickets and document actions.
- Organized workspaces for employees with computer, monitors and associated cabling or equipment.
-
Education
Master of Business Administration - Business
Abu Dhabi University
Abu Dhabi03.2022
Bachelor of Science - Networking
Higher College of Technology
AlAin06.2016
Skills
- Handling Incidents, Service Requests As Level 1 and Level 2 Support
- Handling Service Desk Systems (System Center Service Manager)
- Comfortable handling SCCM (imaging, remote access)
- Cisco Administration telephony IP
- Troubleshooting End User devices
- Symantec messaging Gateway
- Ivanti Security For Patching
- End-user training
- Hardware upgrades
- Desktop support
- Remote technical support
- Ability to contact vendors
Certification
- August 2022
Abu Dhabi Digital Program - ADSG - August 2021
Google IT Support Certificate - Coursera - August 2021
Google IT Support Specialization - Coursera - December 2020
Technical Support Fundamentals - Coursera - May 2016
CCNP R&S Switch: Implementing IP Switching Certificate from Cisco - February 2015
CCNA Routing and Switching Switched Networks Certificate from Cisco
June 2015
CCNA Exploration: Accessing the WAN Certificate from Cisco
December 2015 - CCNP R&S Route:
- Implementing IP Routing Certificate from Cisco
- July 2014
CCNA Routing and Switching: routing and Switching Essentials Certificate from Cisco
Timeline
Acting Head Section of Technical Support
Abu Dhabi Housing Authority
03.2025 - Current
Senior Partner Technical Support Specialist
Abu Dhabi Housing Authority
09.2022 - Current
IT Technical support specialist
Abu Dhabi Housing Authority
08.2021 - 08.2022
IT Technical support Officer
Abu Dhabi Housing Authority
11.2016 - 08.2021
Master of Business Administration - Business
Abu Dhabi University
Bachelor of Science - Networking
Higher College of Technology