Mohammed Eissa
Jeddah
Summary
Flexible Technical Support Engineer with 5 years of experience helping clients maintain smooth operations. Expertise in XP /AX /AT systems . Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components. Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Customer Service Engineer
2014.11 - Current
- Contributed to sales efforts by providing pre-sales technical consultations, addressing prospective client concerns regarding product functionality and compatibility.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Assisted new team members in acclimating to the support environment, sharing best practices, and providing mentorship.
- Documented faults and bugs for referral to development staff for use in updates.
- Reduced response time for support tickets with effective prioritization and efficient workflow management.
- Collaborated with cross-functional teams to identify root causes of recurring problems and develop long-term solutions.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Performed root cause analysis of reported issues to enact corrections.
- Developed and implemented preventive maintenance procedures.
- Diagnosed and troubleshot hardware, software and network issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Education
Bachelor of Science - Engineering Technology
Mirs Technology And Engineering University
Egypt 05.2010
Skills
- Scripting Languages
- Error Detection
- Problem-Solving
- Support system management
- Operating Systems Expertise
- System Configuration Changing
- Technical issues analysis
- Employee Training
- Personnel Training
- Technical Documentation
- TCP/IP
- Component Replacement
- Hardware and Software Repair
- Bug tracking
- System Configuration
- Backup and recovery
- Network Engineering
- Project Management
- Technical Troubleshooting
- Technical documents comprehension
- Technical expertise
- Software Upgrades
- Issue Research
- LAN/WAN
- Software Installation
- Technical Support
- Software Updates
- Application installations
- Tracking and Documentation
- Organizational Skills
- Staff education and training
- Inventory Procedure Documentation
- Application support
- Incoming Call Management
- Active Listening
- Device Installation
Certification
- Certified
Basic Service Essentials for AX/XP Service Engineers
syngo Certification
SYNGO incl. LEONARDO Workstation
Fluorospot Compact - New Generation
Advanced Service Essentials for XP and AX Service Engineers
Luminos dRF System training
Smart Remote Service (SRS) for in-vitro Version 1.1
MED Siemens Remote Service
Electrical Safe Work Practice
Basics Angio and Artis Systems
Mammomat Revelation-/ Inspiration-/ Fusion
Common Functions for Angio Systems
Ysio E-Learning
Medical Network Basics
Timeline
Technical Support Engineer
Customer Service Engineer
2014.11 - Current
Bachelor of Science - Engineering Technology
Mirs Technology And Engineering University
- Certified
Basic Service Essentials for AX/XP Service Engineers
syngo Certification
SYNGO incl. LEONARDO Workstation
Fluorospot Compact - New Generation
Advanced Service Essentials for XP and AX Service Engineers
Luminos dRF System training
Smart Remote Service (SRS) for in-vitro Version 1.1
MED Siemens Remote Service
Electrical Safe Work Practice
Basics Angio and Artis Systems
Mammomat Revelation-/ Inspiration-/ Fusion
Common Functions for Angio Systems
Ysio E-Learning
Medical Network Basics
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