Ahmed Ali

Experience

• 

  QAT - GPS

  Oct 2012 - Dec 2013

  Technical support call center

  answer calls and respond to emails • handle customer inquiries both telephonically and by email• research required information using available resources• manage and resolve customer complaints• provide customers with product and service information• enter new customer information into system• update existing customer information • process orders, forms and applications• identify and escalate priority issues• route calls to appropriate resource• follow up customer calls where necessary• document all call information according to standard operating procedures• complete call logs• produce call reports Show less

• 

  TE data

  Oct 2015 - Nov 2021

  Technical Support Representative

  Serve as the first point of contact for end users seeking technical assistance over the phone or email ▪ Perform remote troubleshooting through diagnostic techniques and pertinent questions ▪ Supporting end users on a corporate network; specifically support involving Switches, Subnets, Routers, VLAN's, DNS, Network Shares, Network Storage, File/Print services, Directory Services, Etc. is preferred. ▪ Determine the best solution based on the issue and details provided by end users ▪ Walk the customer through the problem-solving process ▪ Direct unresolved issues to the next level of support personnel ▪ Provide accurate information on IT products or services ▪ Record events and problems and their resolution in logs ▪ Follow-up and update end user’s status and information ▪ Pass on any feedback or suggestions by customers to the appropriate internal team ▪ Identify and suggest possible improvements in procedures ▪ Manage PC setup and deployment for new employees using standard hardware, images and software ▪ Perform timely workstation hardware and software upgrades as required ▪ Diagnosing and solving hardware/software faults ▪ Managing and troubleshooting any end-user equipment printers, scanner and VC Show less

• 

  جامعة سيناء

  Jan 2022 - now

  Information Technology Help Desk