Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Work Preference
Languages
Interests
Websites
Timeline
AdministrativeAssistant
Ahmed Alhably

Ahmed Alhably

Doha

Summary

Skilled IT Support Engineer with broad base of experience in technical support and operations. Resolves problems quickly with in the company SLA policies, delivering high levels of customer satisfaction. Excellent knowledge of IT ticketing systems and ITIL Best practices.

Overview

15
15
years of professional experience
10
10
Certification

Work History

ICT TECHNICIAN

QatarEnergy
Doha
01.2014 - Current
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Analyzed related systems issues to identify troubleshooting methods needed for quick remediation.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Performed root cause analysis of reported issues to decisively discern and enact corrections.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Maintained response times in compliance with internal policies to support business continuity.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Delivered onsite technical support for 3000 plus employees.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

TECHNICAL SUPPORT SV

Haseb Trading
Doha
05.2005 - 05.2006
  • Resolved problems, improved operations and provided exceptional service.
  • Carried out day-day-day duties accurately and efficiently.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Delivered IT Support to customer locations within specific timeframes.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed backup and recovery of valuable customers data assets to safeguard availability and comply with applicable regulations.
  • Provided technical support to corporation clients.

Education

Bachelor of Science - Information Technology

California University of Management And Since
07.2012

Skills

  • ITIL best practices
  • Problem-Solving
  • Teamwork and Collaboration
  • Active Listening
  • Attention to Detail
  • Self-Motivated
  • Flexible and Adaptable
  • Decision Making
  • Customer Service
  • Time Management

Certification

  • Certified ITIL V4 Foundation - AXELOS
  • Certified technical support level 1 - IEEE
  • Certified technical support level 2 - IEEE
  • Certified CISP - information security practitioner - ISSA
  • Certified technical support engineer - ASK-PC academy
  • Currently studying Microsoft365 & Azure - Microsoft

Accomplishments

  • Resolved product issue through consumer testing.
  • Supervised team of 6 staff members.
  • Collaborated with team of 20 in 15+ development projects

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsPaid time offPaid sick leave

Languages

English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)

Interests

Technologies

Electronics

Scince

Swimming

Traviling

Nature

Timeline

ICT TECHNICIAN

QatarEnergy
01.2014 - Current

TECHNICAL SUPPORT SV

Haseb Trading
05.2005 - 05.2006

Bachelor of Science - Information Technology

California University of Management And Since

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