Abdel Rahman Abdalla
Greensboro,NC
Summary
Dynamic IT professional with extensive experience at Cambridge International College, excelling in technical support and issue resolution. Proven ability in hardware repair and user training, enhancing system performance and user satisfaction. Skilled in troubleshooting and documentation, contributing to efficient operations and improved service delivery.
Efficient and resourceful problem-solver with positive attitude and exceptional communication skills. Possesses foundational understanding of computer systems and software, coupled with ability to troubleshoot hardware and software issues. Committed to delivering effective technical support and enhancing user satisfaction.
Offering strong foundation in technical support and keen willingness to learn and grow in dynamic environment. Brings solid grasp of computer systems and software, along with technical troubleshooting capabilities. Ready to use and develop technical skills and problem-solving abilities in IT Technical Support role.
Overview
3
3
years of professional experience
Work History
Help Desk Technician
Cambridge International College (Sudan)
Khartoum North - Sudan
06.2015 - 06.2016
- Provided technical support for hardware and software issues, ensuring timely resolution and user satisfaction.
- Assisted in troubleshooting network connectivity problems, enhancing overall system performance.
- Documented support processes and solutions in knowledge base for future reference and training purposes.
- Collaborated with team members to identify recurring issues, contributing to improved service delivery.
- Installed and configured new computer systems and peripherals for end-users, facilitating seamless operations.
- Conducted routine system checks to ensure optimal functionality, proactively addressing potential disruptions.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
IT Technical Support Specialist
Sudan University Of Science & Information Technology
Khartoum- Sudan
04.2013 - 03.2014
- Provided technical support to users troubleshooting hardware and software issues.
- Assisted with installation and configuration of operating systems and applications.
- Responded to help desk tickets, resolving user inquiries efficiently.
- Collaborated with team members to document technical processes and solutions.
- Participated in training sessions to enhance knowledge of troubleshooting techniques.
- Supported inventory management of IT equipment and supplies for operational efficiency.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
Education
Bachelor of Science - Computer Science
Sudan University Of Science & Information Technology
Khartoum - Sudan03-2013
Skills
- Software updates
- Issue resolution
- Hardware repair
- Remote system analysis
- Application support
- User training
- Ticket management
- Technical support triage
- Network infrastructure monitoring
- Software installation
- Technical documentation
- Help desk software
- Network support
- Operating systems
- Computer workstation setup
- Troubleshooting and diagnosis
- Network testing
Timeline
Help Desk Technician
Cambridge International College (Sudan)
06.2015 - 06.2016
IT Technical Support Specialist
Sudan University Of Science & Information Technology
04.2013 - 03.2014
Bachelor of Science - Computer Science
Sudan University Of Science & Information Technology