Summary
Work History
Education
Skills
Accomplishments
Core Competencies And Technical Skills
Language
Timeline
BusinessAnalyst
Maab  Mohamed

Maab Mohamed

Technical Support Representative
Dubai

Summary

Experienced and reliable Technical Support and Customer Service professional with over 5 years of expertise in resolving technical issues, managing help desk operations, and delivering high-quality user support via phone, email, and chat. Proven track record of achieving 95%+ customer satisfaction, 98% SLA compliance, and a 30% reduction in ticket resolution time. Proficient in CRM systems, remote access tools, and MIS reporting. Strong problem-solving, communication, and multitasking abilities with a focus on continuous improvement and user training.

Work History

Technical Support Representative

Ministry of human resources and Emiratization
Sharjah
01.2021 - 09.2024
  • Managed over 150 technical support tickets daily via phone, email, and chat, maintaining a 96% customer satisfaction rate and 98% SLA compliance.
  • Diagnosed and resolved complex issues related to labor transactions, work permits, and employee inquiries, achieving a 95% first-call resolution.

Helpdesk Support

Interface CO-LTD (Malomatia project)
Khartoum
05.2019 - 11.2020
  • Resolved 90% of user issues during initial contact, reducing operational downtime by 25%.
  • Managed over 60 support tickets daily, ensuring timely resolution and SLA adherence.
  • Created and maintained 50+ knowledge articles, reducing repetitive inquiries by 30%.
  • Delivered technical assistance to more than 100 users, improving overall system adoption and user experience.

Customer Service Representative

Orbit Road (Malomatia project)
Khartoum
01.2019 - 07.2019
  • Handled medical appointment reservations with up to 100 calls daily and successfully booked up to 70 appointments across 10 departments.
  • Rescheduled missed appointments, leading to 15% increase in the re-booking rate.
  • Maintained a 92% first-call resolution rate for inquiries and achieved a 97% satisfaction score on quarterly patient feedback surveys.
  • Accurately updated patient information and submitted coronavirus case reports to the Ministry of Health in Qatar.
  • Providing clear guidance on COVID-19 protocols to reduce caller anxiety.
  • Participated in team huddles, reporting key performance indicators to drive service improvement while collaborating effectively during the pandemic.

Education

Bachelors in Computer Application - Computers

University of science and technology
09.2024

Diploma - Electronic Accounting And Advanced Excel

Sudatel Telecommunications Academy
Khartoum, Sudan

Diploma - Computer Networks Design And Administration

Sudatel Telecommunications Academy
Khartoum, Sudan

Skills

  • Effective Communication
  • Problem Solving
  • Active Listening
  • Time Management
  • Customer Relationship Management
  • Collaboration and Flexibility
  • Critical Thinking
  • Empathy

Accomplishments

  • Reduced ticket resolution time by 30% through proactive problem-solving.
  • Achieved 95% first-call resolution rate with Ministry of Human Resources.
  • De-escalated 98% of complaints, improving team productivity by 25%.
  • Successfully resolved over 200 inquiries with a 95% satisfaction rate.

Core Competencies And Technical Skills

  • Technical Support & Troubleshooting
  • Help Desk Operations & Ticket Management
  • Customer Service & Relationship Management
  • MIS Reporting & Data Analysis
  • CRM Systems and Remote Support Tools
  • Active Directory & Windows Server
  • Network Diagnostics (LAN, VPN, Cisco)
  • Microsoft Office 365
  • Knowledge Base Development & Self-Service Support
  • ITIL-v4 certified

Language

Arabic
Native language
English
Advanced (C1)
C1

Timeline

Technical Support Representative

Ministry of human resources and Emiratization
01.2021 - 09.2024

Helpdesk Support

Interface CO-LTD (Malomatia project)
05.2019 - 11.2020

Customer Service Representative

Orbit Road (Malomatia project)
01.2019 - 07.2019

Bachelors in Computer Application - Computers

University of science and technology

Diploma - Electronic Accounting And Advanced Excel

Sudatel Telecommunications Academy

Diploma - Computer Networks Design And Administration

Sudatel Telecommunications Academy
Maab MohamedTechnical Support Representative