Sr. Help desk sepcialist at Housing Bank

• Jan 2023 - Present

outsource engineer at Housing Bank outsource engineer at Housing Bank

Senior Technical Specialist

• Aug 2021 - Present

Sr. IT Technical support engineer

• Jan 2016 - Aug 2022

Orchestrate the researching, diagnosing, troubleshooting, and resolving of customer issues in a prompt and efficient manner. Address issues in various systems, software, and hardware; research issues effectively to supply proven issue resolution and generate creative and reliable solutions for issues not well-documented. Adhere to standard procedures and escalate unresolved issues to appropriate internal departments; document communications comprehensively to enable colleagues to gain visibility into client interactions and attempted resolutions. Entrusted with fully owning customer issues reported, working with clients closely to understand and address problems, and see through to full resolution. Communicate effectively with clients by asking clarifying questions, gathering key data, and understanding problems encountered; explain technical concepts in a non-technical manner when necessary to facilitate understanding of issues. Leverage problem-solving, critical thinking, analytical thinking skills to tackle complex technical problems. Provide excellent customer service by interacting with clients in a courteous, professional, and helpful manner. Identify technical and operational inefficiencies and suggest process improvements to help colleagues and clients optimize systems. Demonstrate superb product knowledge by providing tailored recommendations and solutions based on client needs and resolve deployment problems promptly and comprehensively. Show less

IT Support Technician

• Jan 2013 - Mar 2013

Resolved network issues, configured operating systems, and provided immediate support via remote desktop connections. Offered prompt resolutions to simple IT issues by utilizing email and chat applications. Collaborated effectively with teammates when complex technical issues arose to gain knowledge and better understand how to address previously unencountered issues. Partnered with clients via phone or email to supply clear, written instructions and technical manuals for more complex issues that require nuanced instruction. Conveyed technical details and information in clear terms to non-technical individuals to promote better understanding. Performed research on issues to thoroughly understand plausible solutions and provide best solutions to clients. Showcased superb product knowledge through providing accurate remedies; continuously harness and improve knowledge to stay current on evolving technology. Show less

IT Support Technician

• Feb 2011 - Dec 2012

Administered supervision of daily performance of computer systems. Remedied user inquiries regarding computer software or hardware operation to resolve problems. Fulfilled the set-up of employee equipment, including proper installation of cables, operating systems, and necessary software based on employee role and level of access. Completed installations and performed minor repairs to hardware, software, or peripheral equipment, closely following design or installation specifications. Sustained accurate records of daily data communication transactions, problems and remedial actions taken, or installation activities. Liaised with vendors and technicians to refer major hardware or software problems or defective products for service. Consulted with staff, users, and management to establish requirements for new systems or modifications based on needs, preferences, and experiences. Operated as the Outsource Technical Support Engineer at University of Jordan. Received users’ tickets and maintained PCs, laptops, and printer, including both hardware and software problems. Aligned office departments and increased inter-department communication and data sharing. Show less