Yaser Najjar
IT Support Specialist
Dubai
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
IT Support Specialist
Alshahba Technology FZCO UAE
Dubai
12.2021 - Current
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Used ticketing systems to manage and process support actions and requests.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- 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.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Answered questions and provided information to customers about new software or hardware.
- Delivered onsite technical support for 30 employees
IT Support
Alshahba Technology FZCO UAE
Dubai
12.2019 - 12.2021
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored employee and customer interactions to assess quality of service.
- Prepared employee schedules for maximum coverage during key hours.
- Visited home environments to help clients develop comprehensive life, technical and job skills.
- Promoted community integration by providing extensive physical, emotional and social support.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
IT HelpDesk
Alshahba Technology FZCO UAE
Dubai
03.2018 - 12.2019
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices, and software to set up work stations for employees.
- Walked individuals through basic troubleshooting tasks.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Documented support interactions for future reference.
- Provided on-call support for critical issues related to [Software].
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
IT Technician
Al Shahba International marketing
RAK
10.2015 - 03.2018
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained office PCs, networks and mobile devices.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Linked computers to network and peripheral equipment.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Configured systems according to prescribed software and hardware frameworks.
IT Technician
Somicon ME FZCO ( Part time )
RAK
10.2015 - 09.2016
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained office PCs, networks and mobile devices.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
Education
Bachelor of Electrical Engineering - Communications And Electronics Engineering
Tishreen University
Lattakia , Syria 10.2009 - 09.2015
High School -
Al -Mutanabi Secondary School
Abu Dhabi , UAE 09.2008 - 07.2009
Skills
Desktop support
Technical issues analysis
Helpdesk call support
Operating system management
Wireless area networking
Hardware upgrades
PC component diagnostics
Technical documents comprehension
Wide-area Networks
Issue troubleshooting
Microsoft Outlook
Customer service expert
Ticket support system management
Windows 10
Complaint resolution
COURSES & SEMINARS
- N+
- CCNA
- MCSA
~ ITIL
- AWS EC2
- AWS $3
- Software QA &Testing
- ISO 20000
Timeline
IT Support Specialist
Alshahba Technology FZCO UAE
12.2021 - Current
IT Support
Alshahba Technology FZCO UAE
12.2019 - 12.2021
IT HelpDesk
Alshahba Technology FZCO UAE
03.2018 - 12.2019
IT Technician
Al Shahba International marketing
10.2015 - 03.2018
IT Technician
Somicon ME FZCO ( Part time )
10.2015 - 09.2016
Bachelor of Electrical Engineering - Communications And Electronics Engineering
Tishreen University
10.2009 - 09.2015
High School -
Al -Mutanabi Secondary School
09.2008 - 07.2009