MISHAL ALANAZI
Riyadh,Saudi Arabia
Summary
Logical thinker with top problem-solving abilities. Communicates well with non-technical audiences for speedy resolutions. Background in delivering exceptional customer service whilst carrying out maintenance and repairs. Trained IT worker skilled with hardware and software. Analytical in investigating problems, tracing root causes and correcting routine or serious issues. Communicates easily with technical and non-technical personnel to deliver quality support. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work history
IT Support Specialist
Abdullah Al Othaim Investment Company
Riyadh
06.2022 - 07.2023
- Developed knowledge-sharing methodologies, diagnostic tools and creative processes to improve end-user experience.
- Supported out-of-hours service by working unsociable hours on-call.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance.
- Solved interruptions in machines and equipment through collaborations with internal and external third parties.
- Created assessment reports of equipment issues and resolutions using operational data.
- Communicated technical concepts to customers clearly by phone, email and online chat.
- Gave first-line support to customers within agreed Service Line Agreement (SLA).
- Leveraged available resources, knowledge and equipment to resolve customer requests.
- Provided technical support throughout development phases of new products.
- Assisted sales team with technical presentations and aftersales support.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Managed technical support page by creating FAQs and posting knowledge-based articles.
- Implemented and oversaw environment management and release management processes for Plutora.
- Participated in weekly department meetings to provide input on new and technical processes.
- Analysed complex technical information to develop clearly structured and easily transferable documentation.
- Supported trials for new product development through maintaining communication between customers, sales and design.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Configured and maintained internal lab servers, workstations and group policies for smooth operations.
- Performed on-site beta testing for new systems to identify and resolve potential problems.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Monitored and documented performance and up-time for company products.
- Collected customer and market feedback and reported information to company leadership.
- Created and directed sales team training and development programmes.
- Analysed sales to identify top-performing products.
- Developed new ideas and thought creatively to grow business and enhance profitability and revenue.
- Maintained regular contact and strong relationships with existing customers by providing comprehensive support.
IT Support Officer
Al Etihad Cooperative Insurance Co SJSC
Riyadh
09.2020 - 06.2022
- Provide customer feedback to internal teams and developers to improve products and services.
- Coordinated and managed daily work activities of ICT help desk staff to monitor compliance.
- Attended service liaison meetings with customer representatives to raise awareness and update policies and strategies.
- Implemented ICT support procedures and techniques to achieve maximum quality and continuous service improvement.
- Reset passwords of customers to provide data protection.
- Tracked team performance to provide feedback and status reports to management.
- Produced daily, weekly and monthly reports to increase team productivity.
- Implemented guidelines and procedures to support IT department.
- Facilitated high-quality service desk operations, applying best practice methods aligning with ITIL framework.
- Identified skills and performance gaps to provide resources and additional training.
- Established and troubleshot network and data communications systems.
- Tested function of peripheral equipment and completed quality repairs.
- Used [Manage Engine] to track support tickets and document actions.
- Delivered reliable, high quality technical support to average of 50 users daily.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
- Organized workspaces for employees with computer, monitors and associated cabling or equipment.
- Carried out new hardware installations and updates, keeping systems functional and secure.
- Updated and improved web pages for relevancy and accuracy.
- Answered user questions about hardware and software operation to help resolve problems.
- Followed technical documentation for accurate installation, maintenance and repair work.
- Installed new software for users and monitored version and patch update requirements.
Computer Engineer
Ministry of Health
Kuwait
06.2019 - 06.2020
- Provided technical guidance and support for team of 60 users.
- Analyzed systems to identify bottlenecks and minimize downtime, boosting overall stability.
- Developed visual SLAM algorithms for innovative augmented reality applications.
- Established priorities and organized time strategically to finish project deliverables by set deadlines.
- Planned rigorous testing of technical solutions to prevent problems post product rollout.
- Wrote computer programs specifically focused on applications improvements.
- Resolved app incompatibility issues across iOS and Android systems and conducted cross-browser testing.
- Designed computer hardware to meet particular project specifications.
- Configured, implemented and installed computer system to meet operational needs.
- Facilitated strategic decision-making by completing accurate cost-benefit analysis of systems.
Education
Bachelor of Science - Computer Science (BA)
Jouf University
Al Jouf, Sakaka 04.2014 - 07.2019
Skills
- Windows XP/Vista
- Windows debugeger
- Tam working
- Expert in disaster recovery
- Technical issues analysis
- Customer support needs assessment
- Troubleshooting proficiency
- Application support
- LAN aptitude
- Hardware upgrades
- Customer service expert
- Exceptional telephone etiquette
- Application installations
- Knowledgeable in Mac systems
- Skilled in TCP/IP and WAN
- Staff education and training
- HRMS Software Systems expert
- Technical documents comprehension
- Software diagnosis
- Desktop support
- Salesforce
- ZenDesk
- Hardware maintenance
- Project Management
- New product introductions strategies
Languages
English
Advanced
Quote
I have a theory and I really believe it. I think your worst weakness can become your greatest single strength.
Barbara Corcoran
Timeline
IT Support Specialist
Abdullah Al Othaim Investment Company
06.2022 - 07.2023
IT Support Officer
Al Etihad Cooperative Insurance Co SJSC
09.2020 - 06.2022
Computer Engineer
Ministry of Health
06.2019 - 06.2020
Bachelor of Science - Computer Science (BA)
Jouf University
04.2014 - 07.2019
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