Ahmad Alnimer
Support Specilist
Anaheim,CA
Summary
Technical Specialist with over 5 years of hands-on experience in IT support, system administration, and client-focused problem-solving. Currently driving high-impact solutions at ETQ, I specialize in software troubleshooting, network infrastructure, and optimizing enterprise technologies. Backed by a Master's in Computer Information Systems and a Bachelor's in Computer Science, I bring a blend of technical expertise and communication skills that enhance business efficiency and user satisfaction.
Overview
9
9
years of professional experience
1
1
Certification
2
2
Languages
Work History
Technical Specialist
ETQ
Anaheim (Remote), California
04.2022 - Current
- Provide advanced support for ETQ Reliance platform, ensuring uptime, performance, and customer satisfaction.
- Troubleshoot application issues, perform root cause analysis, and work cross-functionally with engineering and QA.
- Collaborate with global teams to meet SLA targets and manage escalations effectively.
- Reduced client ticket resolution time by 42% through knowledge base expansion and automation.
- Played a key role in onboarding 10+ enterprise clients to the Reliance platform.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
Technical Specialist
ETQ
Jordan, Jordan
02.2016 - 10.2017
- Provide advanced support for ETQ Reliance platform, ensuring uptime, performance, and customer satisfaction.
- Troubleshoot application issues, perform root cause analysis, and work cross-functionally with engineering and QA.
- Collaborate with global teams to meet SLA targets and manage escalations effectively.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Managed approximately 30 incoming calls and cases, emails per day from customers.'
Education
Master of Science - Computer Information Systems
California University of Management And Science
Anaheim, United States08-2023
Bachelor of Science - Computer Science
Philadelphia University
Amman, Jordan01-2016
Skills
Technical Support & Troubleshooting
Enterprise Software
System Administration
Network Setup & Security
Cloud Technologies
ITIL/Help Desk Operations
Client Communication & Training
Incident & Problem Management
Scripting & Automation
Software development
Technical support
Helpdesk administration
Application support
Network configuration
Certification
CompTIA Network +
Timeline
Technical Specialist
ETQ
04.2022 - Current
Technical Specialist
ETQ
02.2016 - 10.2017
Master of Science - Computer Information Systems
California University of Management And Science
Bachelor of Science - Computer Science
Philadelphia University