ABDELRAHMAN ADAM MOHAMMED
IT Technical Support
DOHA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance user experience.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux systems. Proven skill in resolving problems quickly on first call.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
IT Support Engineer
Ministry of Health in The IT Department
KASSALA, SUDAN
03.2011 - Current
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
- Offered assistance in implementing and developing training programs.
IT Support Engineer
Ministry of Health in The National Center for Radiotherapy and nuclear Medicine
KASSALA, SUDAN
08.2009 - 12.2010
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Promoted efficiency among departments with prompt resolution of system issues.
- Configured hardware and granted system permissions to new employees.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
- Configured and tested new software and hardware.
Education
Three Years University Diploma - Computer Networks Systems Technology
University of Science & Technology
SUDAN 03.2005 - 08.2009
Skills
Desktop support
Network diagnostics
Ticket support system management
Issue troubleshooting
Technical Support
PC component diagnostics
User credential management
Microsoft Outlook
Windows 10
Application support
Additional Information
ADDITION SKILLS
• Excellent Problem Solving and Analytical Skills
• Network design and implementing
• Exceptional vendor’s relationship
• A process improvement mindset
• Customer-Service focuses
• Hands-on problem-solving ability
• Self-Motivation,
• Effective communication Skills
Timeline
IT Support Engineer
Ministry of Health in The IT Department
03.2011 - Current
IT Support Engineer
Ministry of Health in The National Center for Radiotherapy and nuclear Medicine
08.2009 - 12.2010
Three Years University Diploma - Computer Networks Systems Technology
University of Science & Technology
03.2005 - 08.2009