RAOOF RAZAK
IT Application Support Executive
Dubai
Summary
Results-driven technology leader offering nearly 6 years of commendable success in effective Technical Support and Customer Support of IT Systems Administration , Experienced Application Support Engineer familiar with user support and root cause analysis. Advanced knowledge of application workflow operations and dedication to see issues through to end. Works well in remote and desk-side environments. Skilled Application Support Engineer successful at using judgment and advanced technical acumen to make positive impact on trouble shooting. Forward-thinking and resourceful professional with diligent mindset and disciplined approach. Results-oriented Application Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Overview
6
6
years of professional experience
3
3
Certifications
1
1
Language
Work History
IT TECHNICAL SUPPORT ENGINEER
CONSOL GULF SOFTWARE SOLUTION
07.2018 - 09.2021
- Take ownership of customer issues reported and see problems through to resolution Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
- Connected to computer of client using remote link to install programs and applications.
- Collaborated with outside departments to implement system-wide improvements.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
IT Customer support executive
EMARATECH
11.2021 - 02.2024
- Handled Project SALEM System Dubai Health Academy Corporation ,Application Support.
- Attending to the customers issues reported and seeing to the problems through the resolution, Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Following the standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers, Ensuring proper recording and closure of all unresolved issues
- Following up on the issues reported to resolve the issue in an appropriate time.
- Listened to customers' questions and concerns to provide answers or responses.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Education
Bachelor of Engineering - Electronics and Communication Engineering
Anna University of Technology
Chennai, India04.2013
Higher Secondary Education - undefined
New Indian Higher Secondary School
Ras Al Khima, UAESecondary School Leaving Certificate (SSLC) - undefined
Al Manal Private School
Ras Al Khima, UAESkills
Application Installations
undefinedCertification
Completed ITIL V4 Foundation of IT Service Management Certification from BULATS with advanced communication skills. Issued by University of Cambridge, ESOL Examinations.
Personal Information
- Date of Birth: 05/08/90
- Nationality: Indian
- Driving License: Valid UAE & Indian driving license holder
- Visa Status: Transferrable Visa, Ready to join Soon.
Training
- Done lots of seminars on Technical Support, Customer Relations & Communications. Microsoft Office and related products training.
- Various Information Technology, Technical Support related trainings Done Computer Hardware & Network Training Sessions.
- Attended and Presented papers on “CLOUD COMPUTING" in a National level symposium conducted by the department of Electronics and Communications Engineering in Mahendra Institute of Technology
- Operating Systems – Windows XP, 7, 10 & Linux, MS Office
- Core Competencies
- IT Technical Support System Support
- IT Customer Service Project Execution Process Enhancement Troubleshooting Team Management
Timeline
IT Customer support executive
EMARATECH
11.2021 - 02.2024
IT TECHNICAL SUPPORT ENGINEER
CONSOL GULF SOFTWARE SOLUTION
07.2018 - 09.2021
Bachelor of Engineering - Electronics and Communication Engineering
Anna University of Technology
Higher Secondary Education - undefined
New Indian Higher Secondary School
Secondary School Leaving Certificate (SSLC) - undefined
Al Manal Private School
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