Experience

RAIBA TRANS LTD-ELNEFEIDI GROUP

• Sudan
• Transportation, Logistics, Supply Chain and Storage
• 1 - 100 Employee

• IT technical support

  • May 2022 - Present

  Responsible for giving technical support to guests and palace members on software/hardware complaints.Supports the installation, configuration, and troubleshooting of hardware and software on PC workstations and laptops.Provide telecommunication support to users/guests.Supports users to ensure that they have an access to the appropriate computer systems and that workstations are working properly under the direction and guidance of more senior technical support personnel.Ensures that all problems are resolved to guests' and users' satisfaction.Assists guest in the use of the internet (HSIA or Wired) by ensuring the use of the proper V-Lan.Responsible for complete technical support for guests/administration, including maintaining all hardware and software and troubleshooting problems in a timely manner.



DAL Food Industries, Sudan

• Sudan
• Food and Beverage Services
• 1 - 100 Employee

• System Analyst

  • Oct 2021 - May 2022

  Meet and coordinate with internal and external stakeholders to establish project scope, system goals, and requirementsDevelop, analyze, prioritize, and organize requirement specifications, data mapping, diagrams, and flowcharts for developers and testers to followTranslate highly technical specifications into clear non-technical requirementsManage the set-up and configuration of systemsDefine and coordinate the execution of testing procedures, and develop test cases to serve the overall quality assurance processProvide documentation of all processes and training as neededDevelop and implement maintenance procedures, monitor systems health, gather system statistics, and troubleshoot reported errors and alarmsPerform design, implementation, and upgrades of information systems to meet the business and user needsImplement best practices for scalability, supportability, ease of maintenance, and system performance



Interface FZE

• United Arab Emirates
• IT Services and IT Consulting
• 1 - 100 Employee

• IT Support Technician

  • Feb 2021 - Oct 2021

  Oversaw as primary point of contact for technical support issues for 3 companies in the group.Administered and maintain a 10+ mixed servers environment (Windows/Linux) in house and better uptime. Evaluate, monitor and enhance IT infrastructure with an emphasis on availability, reliability, scalability, security, data confidentiality and system integrity.Troubleshooting end users complaints Investigate and respond to support requests via email, phone and remote control software Enhance support processes and procedures, resulting in a 94% end-user satisfaction rate Install, configure and manage laptops, phones, printers and other devices for 300+ employees with good IT Asset Inventory administrationConfigure figure print and access cards for 300+ user with apply company polices to reduce the time for HR deartment Collaborate with vendors to locate replacement components and solve advanced problems on time, Result achieved 99% Weekly reporting of operational Using Microsoft Excel with ready for ad hoc tasks aligned with business objectivesOne of my best achievements is that I was part of two engineers who prepared the technical for a new call center site in Sudan, part of an international company, managing technology and its continuous daily tasks and achieving (SLA) for more than two years without interruption, coinciding with the first wave of Covid 19 and so far



Sudanese Electricity Distribution Company Ltd. (SEDC)

• Sudan
• Utilities
• 200 - 300 Employee

• Call Center Agent

  • Jan 2020 - 2021

  Promotes good customer relations by providing customer satisfaction with a friendly demeanor, and willingness to always help.Keep in touch with existing customers to take feedback about services being delivered, their future needs.Assists in preparing reports for business development to the senior management whenever required.Re-directs customer inquiries to appropriate personnel within the company and who can assist in resolving the complaints/issues.Receives and responds to inquiries/ complaints regarding Electricity services, and ensures it is resolved in a timely manner.Maintains a detailed and updated database on customers which is periodically reviewed to maintain accurate information.Analyses customer feedback and ensures necessary action is taken on improvement areas.Follow up with relevant internal teams to resolve customer complaints and respond to any queries.Ensures adherence to quality standards for all customer interactions.Ensures proper induction of all new customers by providing relevant information about the Electricity services.



kushite

• IT Services and IT Consulting
• 1 - 100 Employee

• System Administrator

  • Feb 2017 - Feb 2019

  Install, modify, and repair computer hardware and software.Install computer peripherals for users.Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware, Microsoft Azure, Microsoft 365 Admin Center, User Account Management and Access Control, OneDrive Management and Active Directory.Respond to queries either in person or over the phone or back to back emails.Follow up with clients to ensure issue has been resolved.Ask questions to determine nature of problem.Software maintenance and testing capability.Properly escalate unresolved queries to the next level of support.Run diagnostic programs to resolve problems.Software maintenance and testing capability.Follow up the backup schedule.Run reports to determine malfunctions that continue to occur.