Tarek Kamel
Ajman
If the doors of perception were cleaned, everything would appear to man as it is: infinite.
William Blake
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Enthusiastic Technical Support Representative specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. Skilled [Job Title] with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of [Skill]. First-rate [Job Title] with [Number] years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in [Area of expertise] and subject matter expert on [Software]. Established reputation as sharp technology expert when working with customers to identify and deploy solutions.
Overview
3
3
years of professional experience
1
1
Certificate
Work History
IT Technical Support Specialist
Future Technology L.L.C.
Ajman
04.2020 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Activated accounts for clients interested in new services.
- Monitored systems in operation and input commands to troubleshoot areas.
- Resolved system, hardware and telephone issues within [Number] hours, improving efficiency among departments.
- Provided support for networking protocols and characteristics.
- Collaborated with colleagues in both domestic and international support facilities.
- Defined and documented technical support best practices for Microsoft, Dell & Hikvision technologies.
- Installed Kaspersky security applications and devices and suggested additional security measures.
- Maintained familiarity with API and authentication mechanisms for supported products.
Education
Bachelor of Science - Renewable Energy
09.2022
Skills
- Software Diagnosis
- Development Documentation
- Hardware Upgrades
- Technical Troubleshooting
- Help Desk Support
- Account Administration
- Software Evaluation
- Microsoft Windows and Office
- Mac Systems
- Microsoft Certification
- Apple IOS
- Data Connectivity
- Hardware and Software Repair
- Call Center Operations
- User Experience
- Mobility Devices
- Training Material Development
- Troubleshooting Network Issues
- Organizational Skills
- Collaborative Team Player
- Tracking and Documentation
- Inventory Procedure Documentation
- Remote Technical Support
- Microsoft ASPNET
- Switches and Routers
- Service Desk Team Management
- Network Configuration and Support
- Onsite Instruction
- Special Requests
- Online Chat Support
- LAN and WAN Assessment
- VoIP Installation
- Onsite Installations
- Instructing Users
- Voice and Data Service Migration
- TCP/IP
- Customer Support Needs Assessment
- Analytical and Methodical
- Issue and Resolution Tracking
- Data Recovery
- System Performance Assessment
- Hardware Diagnostics
- User Support and Troubleshooting
- Software Patches
- Computer System Maintenance
- Technical Implementation
- Device Installation
- Employee Computer Support
- Software Release and Rollout
- Configuring Devices
Accomplishments
- Promoted to Senior Help Desk after [Number] months of employment.
- Contributed to a reduction in operational costs of [Number]%.
- Recipient of individual and departmental awards for providing stellar client service.
- Trained and led technical support teams of more than [Number] support specialists.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Collaborated with team of [Number] in the development of [Project name].
Certification
- Licensed [Job Title] - [Timeframe]
- [Area of certification] Training - [Timeframe]
- Certified [Job Title], [Company Name] - [Timeframe]
Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Timeline
IT Technical Support Specialist - Future Technology L.L.C.
04.2020 - Current
Ajman University - Bachelor of Science, Renewable Energy
- Licensed [Job Title] - [Timeframe]
- [Area of certification] Training - [Timeframe]
- Certified [Job Title], [Company Name] - [Timeframe]
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