Mohammad Khalifeh
UAQ,United Arab Emirates
Summary
Accomplished IT Professional experienced in operating systems such as Windows, Mac OS, and Oracle. Delivered impactful technical support and IT consultation through strong problem-solving abilities and a commitment to customer service excellence. Focused on leveraging expertise in cybersecurity practices and Google products to enhance business performance and drive user satisfaction.
Overview
2
2
Languages
1
1
Certification
4
4
years of post-secondary education
19
19
years of professional experience
Work history
IT support engineer
AIC Steel - Arabian International Company For Stee
Ras al-Khaimah, UAE
2026.04 - Current
- Delivered swift problem resolution by diagnosing and fixing network connectivity issues.
- Managed helpdesk requests effectively reducing downtime experienced by employees.
- Configured routers, switches and firewalls to deploy and support LAN, WAN and wireless networks.
- Monitored and performed hardware and software upgrades to network servers, including operating systems and applications.
- Improved system stability for smoother operations by regularly updating company software.
- Ensured data protection through regular backups, restoring files when required.
- Performed root cause analysis on recurring IT issues leading to more permanent solutions being implemented.
- Responded to emergency situations promptly minimising disruption to business operations.
- Set up user accounts and passwords ensuring secure access to networks and systems.
- Conducted training sessions for staff on new software applications, enhancing their productivity levels.
- Performed acceptance testing to deliver integration and interoperability of network technologies.
- Assisted in cost reduction by recommending affordable yet reliable tech equipment for purchase.
- Streamlined workflow efficiency with the implementation of effective tech solutions.
- Rectified IT issues by liaising with clients and troubleshooting software problems.
Senior IT support engineer
IACAD - Islamic Affairs & Charitable Activities De
Dubai, UAE
2025.09 - 2026.03
- Ensured seamless system operations by providing expert technical support.
- Identified and rectified network issues, ensuring minimal downtime.
- Optimised server performance through regular maintenance and upgrades.
- Established effective backup systems for data recovery and protection.
- Delivered outstanding customer service with prompt issue resolution.
- Undertook equipment procurement tasks, ensuring cost-effective purchasing decisions were made.
Team Lead IT Service Desk
PCFC (Ports, Customs & Free Zone Corporation)
Dubai
2017.11 - 2024.07
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Maximised hardware and software utilisation by training users and clarifying instructions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Helped streamline repair processes and update procedures for support action consistency.
- Created support documentation that enabled user community to enhance skills, leverage system features and independently resolve queries.
- Evaluated user problems by employing test scripts, personal expertise and targeted questions.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Prepared references for users by writing clear operating instructions.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
TECHNICAL SUPPORT
Emirates Post
Dubai, UAE
2013.01 - 2017.10
- Handled servers and PCs across various operating systems, supported Oracle database with backup and restore, ensuring cohesive system design.
- Dubai World - Maintained system efficiency, ensuring seamless integration of all components.
- United Arab Emirates / Dubai / Jebel Ali 056 7710077
- M.khalifa.m@hotmail.com
CUSTOMER SERVICE LEAD
Dubai Islamic Bank
Dubai
2011.01 - 2013.01
- Assessed improvement areas and gathered staff feedback to enhance customer satisfaction and meet expectations.
- Managed 30 employees, compiling production reports, prioritising and delegating tasks to ensure timely completion of assignments.
- Implemented new business processes for Third Party Administrators in PA, WV, ME, and DE to align with organisational goals.
CUSTOMER SERVICE and Data Entry LEAD
Emirates
Dubai
2008.03 - 2011.01
- Managed high volume of incoming calls, effectively addressing customer inquiries and issues to enhance satisfaction.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Resolve customer complaints via phone, email, mail or social media.
- Updated customer accounts, ensuring availability of accurate information for improved service delivery.
- Open and maintain customer accounts by recording account information.
- Corrected data entry errors, preventing future issues of duplication and data degradation, supporting data integrity.
- Added documents to file records and created new records to support filing needs.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Education
High School - 12th Lvl
Alrashidiyah School
Ajman, United Arab Emirates 2000.01 - 2002.01
GED - CBSE
Bin Seena Training Center
Sharjah 2010.01 - 2011.02
GED - ITIL V3 & V4 Foundation ICDL Certified Foundation
LinkSys Dubai
Dubai 2018.01 - 2018.02
GED - Foundation & Principles of Islamic Finance
Islamic Training Finance
Sharjah 2013.02 - 2013.06
Skills
- Operating System : Windows, Mac OS, Oracle, Exchange
- Email management
- Technical support
- Troubleshoot
- Software installation
- ITIL certification
- Technical documentation
- IT consultation
- Problem resolution
- Software installation
- Active directory experience
Personal Information
Title: Call Center And IT Help Desk Lead
Languages
English
Intermediate
Arabic
Intermediate
Certification
ITIL V4
AZ900
Timeline
IT support engineer
AIC Steel - Arabian International Company For Stee
2026.04 - Current
Senior IT support engineer
IACAD - Islamic Affairs & Charitable Activities De
2025.09 - 2026.03
GED - ITIL V3 & V4 Foundation ICDL Certified Foundation
LinkSys Dubai
2018.01 - 2018.02
Team Lead IT Service Desk
PCFC (Ports, Customs & Free Zone Corporation)
2017.11 - 2024.07
GED - Foundation & Principles of Islamic Finance
Islamic Training Finance
2013.02 - 2013.06
TECHNICAL SUPPORT
Emirates Post
2013.01 - 2017.10
CUSTOMER SERVICE LEAD
Dubai Islamic Bank
2011.01 - 2013.01
GED - CBSE
Bin Seena Training Center
2010.01 - 2011.02
CUSTOMER SERVICE and Data Entry LEAD
Emirates
2008.03 - 2011.01
High School - 12th Lvl
Alrashidiyah School
2000.01 - 2002.01