Mohamed Elsaadany
Kuwait,Salmiya,Hawalli
Summary
Supporting hundreds of users with providing an information technology environment that delivers competent services and the best technology solutions and services to meet company needs and keep ensure that value added information is available and shared securely with continuously improving management systems.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
ALSAYER HOLDING GROUP
04.2016 - Current
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured and tested new software and hardware.
- Maintained response times to support business continuity.
- Partnered with engineering teams to communicate customer feedback on product features and usability, driving continuous improvement initiatives.
- Installed and configured operating systems and applications.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Researched and identified solutions to technical problems.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware prior to deployment.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Delivered high-quality training sessions to new hires, fostering a strong understanding of company products and services.
- Designed tailored engineering solutions for customers based upon key requirements.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Diagnosed and troubleshot hardware, software and network issues.
- Assisted in development of system security protocols.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
Education
Bachelor Of Engineering Technology - Electrical, Electronics And Communications Engineering
New Damietta Higher Institute of Engineering And T
Egypt06.2013
Skills
- Service Desk Team Management
- Communication Skills
- ITSM Systems
- IT Infrastructure Library
- Technical Solutions Development
- Customer Relationship Management
- Employee Computer Support
- Remote Technical Support
- Issue and Resolution Tracking
- Technical Troubleshooting
- Application Installation
- Hardware Upgrades
- Time Management
- Customer Service
- Leading Software Development Teams
- Network Engineering
- Customer Support Strategy
- ITSM Software
- Hardware and Software Configuration
- Software Debugging
- Complaint Management
- Hardware Integration
Certification
-CCNA
-COMPTIA
-Mini MBA
-SAP
-ITIL
Languages
Arabic
Bilingual or Proficient (C2)
English
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don't be afraid to give up the good to go for the great.
John D. Rockefeller
Timeline
Technical Support Engineer
ALSAYER HOLDING GROUP
04.2016 - Current
Bachelor Of Engineering Technology - Electrical, Electronics And Communications Engineering
New Damietta Higher Institute of Engineering And T
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