MALIK MOHAMMED AHMED

Skills

• Application Support & Customer-Focused Services

Provided comprehensive support for web-based and corporate applications, ensuring smooth operation and resolving user issues.
Assisted over 150 users with STS applications and supported 26 branches (Driving Institute).
Supported mobile applications (iOS and Android), including issue resolution, updates, and user assistance.
Worked closely with customers and employees to identify tracking system issues, advising on appropriate solutions.
Provided training to customers on various applications, both online and on-site.
Logged and maintained records of customer queries, testing and fixing faulty equipment, ensuring minimal downtime.

• IT Operations & Management Managed over 220 devices/users within the Emirate of Dubai, handling installation, connectivity, updates, and reported incidents.
  Monitored assigned cases for customer support and tracked activities in the company's solution application and DevOps Azure.
  Managed IT operations, including incident, problem, change, configuration, knowledge, and request management, following ITIL methodologies.
  Devised and deployed strategies for improving communication and service management.
  Collaborated with departments to conduct analysis, diagnosis, and investigation of root causes, ensuring timely fixes and continuous service improvement.
  Identified bugs and ensured their resolution to deliver more efficient products/services.
  Worked with Soti MDM service providers to ensure the proper management of mobile devices and applications.
  
• Leadership & Continuous Improvement Scheduled tasks/updates for team members, monitoring progress and ensuring efficiency in the process.
  Mentored and monitored team members to maintain performance standards, ensuring operational excellence.
  Defined service standards, governance structures, and quality systems to facilitate a high-quality customer experience while adhering to SLAs.
  Implemented continuous improvement methodologies, using key performance indicators (KPIs) and critical success factors (CSFs) to optimize global service delivery.
  Optimized and improved infrastructure configuration, performance, capacity, and operational reliability by researching new technology advancements.
  
• Application Support Skills Experienced in supporting web-based and corporate applications, ensuring smooth operation and resolving user issues.
  Hands-on expertise in providing technical support for mobile applications (iOS and Android), including issue resolution, updates, and user assistance.
  Proficient in analyzing and resolving application errors, ensuring optimal performance in production environments.
  Skilled in working with application development frameworks and ensuring compatibility during upgrades and deployments.
  
• Customer-Focused SupportDelivered technical support to users in a corporate environment, resolving issues promptly and ensuring minimal downtime.
  Experienced in documenting processes, providing training, and communicating solutions to non-technical users.
  
• Leadership & Collaboration Proven ability to lead teams, manage deliverables, and maintain high service standards.
  Collaborative approach to working with developers, IT teams, and end-users to enhance application performance and user satisfaction.
  

Role: Customer service representative _ Data Entry & Call centre Agent.

•Answering phones chat and respond to customer request (E-mail). • Handling incoming incidents via the phone / e-mail promptly and effectively.

• Receiving applications from the customers for Emirates Identity Authority.

• Receiving calls and resolve the customers problems.

• Managed customer interactions via chat in both Arabic and English, ensuring prompt and effective resolution of inquiries.
• Delivered excellent bilingual support, maintaining high customer satisfaction scores.