Samahir Mohamed
Abu Dhabi,UAE
Summary
Experienced in providing IT support by troubleshooting and resolving technical issues, ensuring smooth system performance. Skilled in managing service requests, coordinating between technical teams and stakeholders, and maintaining strong client relationships. Proven ability to meet service-level agreements while efficiently handling hardware, software, and network issues to deliver timely and effective solutions. Demonstrates strong problem-solving skills, excellent communication, adaptability, attention to detail, and a proactive approach to customer service, ensuring a positive experience for users and stakeholders.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
IT Support Engineer
Alef Education
Abu Dhabi
8 2021 - Current
- Asset Management: Oversee repair, replacement, routine checks, and system updates.
- Network Operations Management: Administer network operations for 500+ users, both onsite and remotely.
- Infrastructure Monitoring: Monitor network infrastructure, access points, SSIDs, firewalls, and servers.
- Cloud Management: Manage cloud-based systems and services.
- LAN Technology Expertise: Strong knowledge and hands-on experience with LAN technologies.
- Platform Administration: Administer and manage over 1,700 user accounts across platforms.
- User Support: Provide daily operations and systems support to end-users.
- Credential & Password Management: Oversee password and credential management processes.
- Google Workspace Administration & Training: Administer Google Workspace and provide training to non-technical staff.
- IT Support Ticketing: Monitor and respond to IT support requests via ticketing systems or escalations within the IT department.
- Problem Resolution: Analyze and resolve end-user hardware and software issues promptly and accurately.
- Troubleshooting: Troubleshoot hardware and software issues in person, remotely, and via phone support.
- Incident Escalation: Escalate unresolved issues to the appropriate support level.
- Customer Follow-Up: Ensure proper follow-up and updates until issues are resolved, maintaining excellent communication with users.
- Documentation & Closure: Accurately record and document all incidents and ensure proper closure.
- SLAs Management: Meet agreed-upon Service Level Agreements (SLAs) for assigned tasks.
- Active Directory Management: Administer and manage Active Directory accounts.
- Microsoft Azure Administration: Possess solid experience in Microsoft Azure management.
- Network Efficiency: Successfully maintain network security and operational efficiency.
- Network Documentation: Maintain up-to-date network documentation and ticketing records.
- E-Commerce Platform Management: Specialize in maintaining consistent internet access for e-commerce platforms and ensuring uninterrupted server connectivity.
- User Account Management: Set up new user accounts, manage permissions, and reset passwords.
- Cabling Troubleshooting: Troubleshoot and resolve issues with structured cabling systems.
- Network Administration: Independently manage day-to-day network administration and usage monitoring.
- Network Installation & Configuration: Configure network equipment for installations, conduct lifecycle refreshes, and perform post-installation testing.
- Network Performance Optimization: Manage network performance and implement changes to enhance efficiency.
Senior Technical Support Specialist
Apple
Dubai
08.2018 - 07.2021
- Efficiently troubleshoot and manage production incidents, ensuring minimal disruption.
- Communicate clear and accurate impact assessments for production incidents.
- Proactively recommend solutions to address production issues and prevent recurrence.
- Maintain comprehensive system-level documentation for ongoing support and troubleshooting.
- Provide support for desktop operating systems, hardware, and software, with a particular focus on macOS (all versions), iPhones, and iPads.
HR Assistant
IOM UN MIGRATION AGENCY
Khartoum
02.2013 - 03.2017
- Support all internal and external HR-related inquiries or requests
- Maintain digital and electronic records of employees
- Serve as point of contact with benefit vendors and administrators
- Assist with the recruitment process by identifying candidates, performing reference checks, and issuing employment contracts
- Maintain calendars of the HR management team
- Schedule meetings, interviews, HR events and maintain agendas
Executive Assistant
OMDURMAN ISLAMIC UNIVERSITY
Khartoum
12.2011 - 12.2012
- Manage scheduling for company executive
- Draft, review and send communications on behalf of company executive
- Organize and prepare for meetings, including gathering documents and attending to logistics of meetings
- Answer and respond to phone calls, communicate messages and information to the executive
- Prioritize emails and respond when necessary
- Coordinate travel arrangements
Education
B.Sc. of Communication, Electronic Engineering with Honors Degree - Electronic Engineering
BAYAN COLLEGE FOR SCIENCE & TECHNOLOGY
12-2010
Skills
Certification
ITILv4
Chrome OS Administrator
Technical Support Funtdamentals
CompTIA Network +
Self managment & Professionalism on the work place
Team Excellence
Timeline
Senior Technical Support Specialist
Apple
08.2018 - 07.2021
HR Assistant
IOM UN MIGRATION AGENCY
02.2013 - 03.2017
Executive Assistant
OMDURMAN ISLAMIC UNIVERSITY
12.2011 - 12.2012
ITILv4
Chrome OS Administrator
Technical Support Funtdamentals
CompTIA Network +
Self managment & Professionalism on the work place
Team Excellence
IT Support Engineer
Alef Education
8 2021 - Current
B.Sc. of Communication, Electronic Engineering with Honors Degree - Electronic Engineering
BAYAN COLLEGE FOR SCIENCE & TECHNOLOGY
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