Badier Abdullah

Experience

• 

  MWEB

  Jan 2012 - Jan 2014

  CSR
• 

  KAUST

  Nov 2014 - Dec 2018

  IT Services

  • Responding to customer requests for support via telephone, email and walk-in.• Understanding the user’s problem and providing accurate solution with maximum satisfaction.• Assisting users with installation and configuration of software.• Renewing user accounts and resetting passwords.• Escalating problems to 2nd level support based on guidelines and procedures.• Following up with the users or the 2nd level support for unresolved issues.• 24/7 technical support on a shift pattern.• Supporting Laptops, Desktops, Handhelds and Mobiles with a range of operating systems such as Mac OS, Windows, iOS and Android.• Support the entire KAUST community which include around 6000 members.• First point of contact to report, manage and solve faults and issue identified by the users & residents of KAUST community.• Assisted users with commercial software and mission-critical system issues.• Installed, configured and troubleshot customer workstation hardware and software.• Supported client networks and ensured its proper functioning.• Analyzed and diagnosed computer problems and applied remote solutions.• Coordinated with third-party support and system providers if necessary.• Resolved user issues as per Service Level Agreements.• Support test of new or upgraded applications.• Reset user passwords and grace logins and grant access for documents.• Support Exchange Admin for mail client issue under MS-Windows and MAC OS.• Support VPN and remote Access.• Support MAC OS licensed software. Show less

• 

  NEOM

  Dec 2018 - now

  • Manager End User Services

    Feb 2023 - now

  • EUS Team Lead

    Dec 2019 - Jan 2023

  • Senior Information Technology Technician

    Dec 2018 - Aug 2020