Abdulrahman Sheikh
Columbus
Summary
I am a highly motivated and results-driven professional with a diverse background and
A proven track record of success. My passion for this industry has driven me to continuous seek opportunities for growth and development, making me a versatile candidate for a wide range of job rules.
A Cisco-certified Network and IT Support Engineer with 10 years of experience in network configuration, troubleshooting, and providing
comprehensive IT support.
Knowledgeable Technical Support with solid background in technical support engineering. Proven success in diagnosing, troubleshooting, and resolving complex technical issues efficiently. Demonstrated expertise in customer service and problem-solving, ensuring seamless user experiences.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
Civil Service and Government Development Bureau.
07.2019 - Current
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Documented faults and bugs for referral to development staff for use in updates.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Developed and implemented preventive maintenance procedures.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Performed root cause analysis of reported issues to enact corrections.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
Network Technician
Ooredoo Telecom
03.2013 - 12.2018
- Installed cabling, wireless routers and telephone systems for data communications networks.
- Improved network reliability by troubleshooting and resolving hardware and software issues.
- Participated in cross-functional teams for collaborative problem-solving, supporting efficient project completion timelines.
- Supported company-wide IT initiatives, sharing expertise on networking best practices with colleagues across departments.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols.
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Traveled to remote office locations to install nodes and implement client software rollouts.
- Worked with outside vendors for fiber installations and service.
- Enhanced system performance by conducting regular network maintenance and updates.
Education
B.Tech in Electronics And Communication Engineer - B.Tech in Electronics And Communication Engineer
Jawaharlal Nehru Technological University
INDIA10-2012
Skills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Hardware configuration
- System troubleshooting
- Customer support
- Technical documentation
- Software installation
- Support system management
- Customer relationship management
- Teamwork and collaboration
- Technical expertise
- Project management
- Customer service
- Application installations
- Remote support
- Attention to detail
- Software updates
Accomplishments
- Achieved upgrade pc, laptops for 1500 user through effectively helping them to work remotely during FIFA world cup 2022.
- Achieved migration to a new domain by completing integrating our services with accuracy and efficiency.
- Collaborated with Infrastructure team in the development of Centralize printers for all users.
- Documented and resolved Audit plan which led to accurate reports.
Certification
PMP,2024
CCNA,2013
Cyber Crime Prevention,2020
ITIL 4 Foundation,2021
Microsoft 365 Fundamentals,2022
Microsoft 365 Security,2023
Physical fitness activities , team sports,reading
Physical fitness Engaging in physical fitness activities demonstrates a commitment to maintaining health, discipline, and mental focus.
team sports Its highlight my ability to collaborate, communicate effectively, and work towards common goals. They also reflect leadership qualities and an understanding of roles within a group.
Reading showcases intellectual curiosity, a willingness to learn, and the ability to absorb and process information
Languages
Arabic
Native language
English
Advanced
C1
Timeline
Technical Support Engineer
Civil Service and Government Development Bureau.
07.2019 - Current
Network Technician
Ooredoo Telecom
03.2013 - 12.2018
B.Tech in Electronics And Communication Engineer - B.Tech in Electronics And Communication Engineer
Jawaharlal Nehru Technological University
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