Summary
Overview
Work history
Education
Skills
Websites
Languages
Certification
Timeline
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Osama Babiker

Osama Babiker

Dubai,United Arab Emirates

Summary

Accomplished IT professional with extensive expertise in network administration, Google Suite (Admin Console), and Zoho Manage Engine. Proven track record in ISO 20000 and ITIL process implementation, holding an ITIL4 certification. Demonstrates strong technical ability and hands-on technical leadership, excelling under pressure while being a reliable team player. Proficient in ASP.NET, SQL tools, Microsoft Windows products, and Microsoft SQL Server. Career goal includes leveraging technical skills to drive innovative solutions within a dynamic organisation.

Experienced IT professional specialising in support engineering with focus on delivering seamless technical assistance. Proven track record in troubleshooting and resolving complex issues, ensuring optimal system performance. Skilled in utilising various tools and methods to enhance user experience and maintain robust IT infrastructure.

Overview

13
13
years of professional experience
2008
2008
years of post-secondary education
1
1
Certification

Work history

IT support engineer

Emirates post
Dubai, UAE
09.2023 - Current
  • Prioritised tasks effectively for efficient resolution of customer concerns.
  • Performed routine system checks, ensuring swift detection of any malfunctioning components or systems.
  • Resolved escalated technical issues promptly, ensuring minimal disruptions in operations.
  • Troubleshot operating systems, hardware and software problems to identify root causes.
  • Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
  • Installed new software for users and monitored version and patch update requirements.

Technical Support Engineer

Alef Education
Al Ain City, United Arab Emirates
09.2019 - 07.2023
  • Organize workspaces for employees with computer, monitors and associated cabling or equipment
  • Maintained internet and intranet websites to maximize reliability and usability
  • Completed investigations to check on reported errors, reproduce problems and trace faults
  • Carried out new hardware installations and updates, keeping systems functional and secure
  • Delivered reliable, high quality technical support to average of [100] users daily
  • Offered technical advice to programmers and developers to help optimise designs
  • Tested function of peripheral equipment and completed quality repairs
  • Tracked computer system and network performance to identify root causes of issues

IT support engineer

Tasheel and Amer
Dubai, UAE
09.2016 - 07.2018
  • Set up user accounts and passwords ensuring secure access to networks and systems.
  • Participated in team meetings contributing valuable insights into improving IT processes within the organisation.
  • Performed root cause analysis on recurring IT issues leading to more permanent solutions being implemented.
  • Managed helpdesk requests effectively reducing downtime experienced by employees.
  • Solved complex technical problems to ensure optimal performance of IT infrastructure.
  • Installed and configured computer hardware components to enhance system functionality.
  • Delivered swift problem resolution by diagnosing and fixing network connectivity issues.

Technical Support Engineer

Hewlett-Pakard
Dubai, United Arab Emirates
10.2014 - 08.2016
  • Responsible for being the first contact point for the users
  • Responsible for providing L1 and L2 to the end users
  • Responsible for monitoring the network routers and the IDF and MDF rooms and providing the necessary support
  • Responsible for conducting workshops to improve the users' knowledge of the system
  • Responsible for managing and maintaining the assets (tablets & laptops) of the users
  • Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance
  • Provided remote support for product functionality, maintenance and troubleshooting
  • Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate

IT Consultant

Ampersand Education
Dubai, United Arab Emirates
08.2013 - 07.2014
  • Responsible for providing IT training to the users (teachers and students)
  • Responsible for troubleshooting and providing L1 and L3 support to the system users
  • Following up with the users and making sure that they are up to the required level

IT Consultant

Team Technologies
Dubai
10.2011 - 07.2012
  • Responsible for providing IT training to the users (teachers and students)
  • Responsible for following up with the users and making sure the users are up to the required level
  • Responsible for troubleshooting and providing technical support to the end users

Education

Bachelore Of Computer Applications -

Bangalore University
Karnataka
06.2010 - 07.2011

High School Diploma -

Ajnadeen High School
Mecca

Skills

  • Network Administration
  • Google Suite (Admin Console)
  • Zoho Manage Engine
  • ISO 20000
  • ITIL Process Implementation
  • ITIL4 Certified
  • Technical Ability
  • Hands-on Technical Leadership
  • Excellent stress handling
  • Team player
  • ASPNET
  • Ccna
  • Sql tool
  • Windows product
  • Sql server database basics
  • C
  • C
  • Google
  • Microsoft windows 10
  • Xp/server 2003
  • Microsoft SQL Server

Languages

English
Fluent
Arabic
Native

Certification

ITIL4

Timeline

IT support engineer

Emirates post
09.2023 - Current

Technical Support Engineer

Alef Education
09.2019 - 07.2023

IT support engineer

Tasheel and Amer
09.2016 - 07.2018

Technical Support Engineer

Hewlett-Pakard
10.2014 - 08.2016

IT Consultant

Ampersand Education
08.2013 - 07.2014

IT Consultant

Team Technologies
10.2011 - 07.2012

Bachelore Of Computer Applications -

Bangalore University
06.2010 - 07.2011

High School Diploma -

Ajnadeen High School

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Osama Babiker