Experience

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  Bpo plus

  Feb 2013 - Jan 2016

  Ticketing supervisor

  Ticketing supervisor for all Qatar stars league ( QSL ) matches .

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  Qatar national convention centre

  Nov 2014 - Jan 2014

  It support

  Troubleshooting of pc and network. Installations of software and updating the data on daily basis. Updating of the system on daily basis and troubleshooting the error.

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  Al jazeera media network

  Jan 2015 - Jan 2015

  Information technology service desk

  * Internship done Al jazeera Network.* Configurations of network server, Domain controller.* Configurations of users PC or laptop and connecting them to domain network with rights.* Setting up different connection for the user to interface with the network and accessing the network.* Troubleshooting of network , Routers and switches.* Testing the cable connection from switches to the user end.

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  Qatar 2015 - 24th men's handball world championship

  Jan 2015 - Feb 2015

  Customer service department

  Worked with EQUATOR BY OKSANA for the fun zone event.Managing the event. Giving guests the information about the event.Making sure that guests doesn't face any difficulty during the event.

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  Commercial bank

  Feb 2015 - Apr 2015

  Customer service representative
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  Ooredoo qatar

  Feb 2016 - Jan 2019

  - Resolved a wide range of technical issues across multiple systems and applications for customers and end-users in different time zones.- Helped customers identify issues and explained solutions to restore service and functionality.- Provided Tier 1 IT support to non-technical internal users through desk-side support services.- Collaborated with supervisors to escalate and address customer inquiries or technical issues.- Used ticketing systems to manage and process support actions and requests.- Troubleshoot connectivity issues across networks such as Wi-Fi and IPTV.- Assisted customers with complex technical issues requiring in-depth problem-solving.- Tested network reachability and latency (fiber/copper).- Provided support to end customers.- Remotely troubleshooted technical issues using applications.- Gathered and analyzed technical data to understand issues encountered with company software.- Diagnosed and recommended solutions.- Tested potential fixes and solutions to reported issues. Meno dettagli • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.• Provided primary customer support to internal and external customers.• Provided complete customer satisfaction.• Clarified customer issues and determined root cause of problems to resolve product orservice complaints.• Answered customer telephone calls promptly to avoid on-hold wait times.• Updated account information to maintain customer records.• Recommended products to customers, thoroughly explaining details.• Met customer call guidelines for service levels, handle time and productivity.• Provide accurate, satisfactory answer to their queries and concerns.• Proving information and instructions to customer.• Manage large amount of inbound and outbound calls in timely manner.• Guide caller through troubleshooting, navigating the company site or using the product and service. Meno dettagli

  • Technical Support

    Jan 2017 - Jan 2019

  • Customer Service Representative

    Feb 2016 - Jan 2017
• 

  Mathema premium aparthotel

  Jan 2019 - Jan 2020

  It executive

  - Configured and implemented IT initiatives that produced measurable business value.- Worked closely with vendors and technology partners on integrations, infrastructure, and enterprise solutions.- Aligned IT solutions and deliverables with the company's strategic vision.- Provided end-user support, including installing, modifying, and making minor repairs to computer hardware and software systems.- Provided Wi-Fi and LAN connectivity support, configuration, and troubleshooting services.- Provided support and maintenance of Opera 5 (Property management system).- Troubleshoot hardware issues and replaced hardware as needed.- Managed users on Micros 3700 (point of sale system).- Managed backup, configuration, and maintenance of Windows 2008 R2 servers and network file share servers.- Configured FortiGate Firewall, installed and managed Symantec Endpoint Protection.- Managed hotel room advertisements and rates on sites such as Booking.com, Agoda, and Expedia.- Set up conference calls and meeting rooms.- Arranged the setup of printers and other accessories and peripherals.- Maintained IT asset inventories.- Configured and installed IPTV servers and network printers with user access.- Provided maintenance and support for hotel and guests' computers.- Took urgent action on guests' and end-users' complaints.- Controlled all user IDs, passwords, and security parameters.- Performed other duties as assigned.- Worked closely with the Engineering department to ensure the proper maintenance of all in-room technology. Meno dettagli

• 

  Ooredoo qatar

  Jan 2020 - Mar 2023

  - Effectively handling customer complaints related to products and services.- Developing and implementing processes, procedures, or methods to improve efficiency and productivity in a specific area.- Ability to understand and effectively describe products and programs offered by the company.- Strong organization and follow-up skills.- Coordinating with marketing on lead generation for customer success.- Understanding the company's product and explaining it to customers according to their requirements.- Coordinating internally with various teams such as Sales, Ordering, Configuration Management, Project Management, etc. whenever required.- Promoting the organization and its products.- Knowledge of different applications such as Siebel, CRM, HDM and other enterprise applications.- Identifying issues, analyzing information, and providing solutions to problems.- Resolving problems, improving operations, and providing exceptional service.- Experience in using a ticketing system.- Continuous follow-up and communication with customers/partners.- Training staff on new or updated processes to ensure effective implementation.- Serving as a contact between our company and other external carriers related to porting.- Responsible for handling local number porting escalations with underlying carriers as needed.- Responsible for updating the progress of the order within the billing/service order system to the completion of work.- Understanding the strategy and design and aligning MNP concepts for the company.- Managing and coaching the operational team involved in the project.- Communicating with customers over the call, responding to emails and troubleshooting the issue.- Consistently meeting short and long-term targets.over the call, responding to emails and troubleshooting the issue.- Consistently meeting short and long-term targets. Meno dettagli - Providing Level 2/Tier 2 customer assistance.- Offering technical support to end-users over the phone.- Logging and resolving service tickets in a timely manner according to SLA, or when necessary.- Experienced in ticketing systems and back-office support.- Troubleshooting tickets received at the Level-2 helpdesk function (problem/complaint handling) and closing the loop by resolving the issue with the end customer and sending field engineers for a visit, if needed.- Processing complaints/tickets before SLA.- Configuring and troubleshooting routers (Netgear ORBI, Huawei, and Cisco).- Managing networks using Huawei IMaster NCE.- Configuring, monitoring, and providing real-time service provisioning status queries.- Handling customer complaints with empathy and composure.- Consistently meeting short and long-term targets.- Diagnosing and recommending solutions.- Comprehensively following up on cases that have been resolved to ensure the proposed solutions have been effective.- Installing and troubleshooting IPTV (OOREDOO TV and MOZAIC).- Working with marketing and regulatory teams to define requirements for negotiations.- Managing and coaching the operational team involved in the project. Meno dettagli

  • Senior Process Specialist

    Jan 2021 - Mar 2023

  • Technical Support Specialist

    Jan 2020 - Jan 2021
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  Bein media group

  Jan 2023 - now

  It service desk specialist

  - Provide first-level support by troubleshooting IT-related problems such as in-house software, laptops, PCs, and printers.- Offer functional guidance to users locally and internationally (USA, France, UK, APAC) on how to operate systems and equipment.- Ensure resolution of issues/tickets based on priority and urgency and follow the instructions of the IT Support Supervisor. Escalate issues to the appropriate IT section as needed.- Respond to questions received via phone calls, emails, walk-ups, open submitted tickets, and callbacks promptly according to current procedures.- Follow up with the team and update users on the current status of reported issues. Communicate progress promptly and take ownership of user problems.- Possess basic knowledge of Active Directory such as creating accounts, resetting passwords, and creating groups.- Have experience in IT service delivery (ITSD) and IT service management (ITSM).- Have experience with applications such as AD Manager, AD Audit Plus, Lansweeper, DFA, SCCM, Operation Manager Webconsole, and other tools for troubleshooting and access.- Escalate tickets to resolver groups when necessary.- Perform remote troubleshooting through diagnostic techniques and pertinent questions.- Have experience with helpdesk calls and request escalation.- Have experience with Help Desk Ticketing applications.- Have experience with ManageEngine Desktop Central or Remote Control of SCCM.- Identify recurrent IT issues and support in enhancing IT services.- Diagnose computer problems, technical hardware, and software issues, and identify those that require a specialist. Meno dettagli

• 

  Qatari diar

  Jan 2023 - now

  Information technology service desk

  • Utilize ITSM ticketing system to track, prioritize, and resolve incidents, consistently achieving high user satisfaction and service quality. • Oversee ITSD catalog management, including incident management, access requests, and lifecycle services for both HR Managed and Non-HR Managed employees. • Create and manage tickets using ITSD ManageEngine, following ITIL V4 practices to support business needs and meet SLA targets.• Managed the entire Worker lifecycle, including onboarding and offboarding for employees, contractors, off-structure personnel, on-structure personnel, temporary staff, and joint ventures or subsidiaries, while overseeing access and permissions. Collaborated with other IT teams, HR, and executive assistants to ensure smooth operations.• Provide IT support to over 2,500 users locally and internationally, including the UK, MENA, Egypt, Turkey, Oman, Tajikistan, and Morocco. Support is delivered via phone, email, and remote access, ensuring timely resolution of incidents and service access in line with IT policies and required DOA approvals. Critical tickets are prioritized by urgency and impact.• Install, configure, and maintain operating systems and software applications for Windows.• Coordinate with the relevant department managing the incident and keep the IT Director and Managers promptly informed with complete, up-to-date information about the current status.• Achieve a Service Level Agreement (SLA) of over 95% by promptly resolving incidents and service requests. Document solutions and workarounds to create a knowledge base that improves response times and efficiency.• Continuously enhance service desk operations by improving processes in response to failures or inefficiencies. Regularly review and update ITIL-based documentation to ensure compliance and boost efficiency. Meno dettagli