Ahmed Farah

• Provided on-site technical support for business and residential clients, servicing Dell and Lenovo devices under warranty, diagnosing and repairing desktops, laptops, and all-in-one systems, including motherboard, LCD, RAM, and other component replacements to minimize downtime.
• Performed basic to advanced troubleshooting on hardware and system issues, ensuring quick and accurate resolution to enhance user experience.
• Manage and complete service calls within defined Service Level Agreements (SLAs), maintaining high customer satisfaction while clearly communicating technical issues and solutions to non-technical users.
• Documented all service activities in real time, managed inventory and parts, and adapted to new hardware models and repair procedures with minimal supervision to maintain operational efficiency.

• Used handheld scanners, RF devices, and internal inventory systems daily, developing familiarity with technical tools and troubleshooting system errors to maintain accuracy and uptime.
• Followed detailed digital workflows and collaborated with team members to meet strict performance metrics, demonstrating strong communication and problem-solving in a fast-paced environment.
• Adapted quickly to new software and equipment with minimal training while maintaining accurate documentation and aligning with organizational and process compliance standards.

• Served as first point of contact for 30–50 inquiries daily, resolving issues and escalating complex problems to ensure timely support.

• Assisted students/staff with system and account troubleshooting, applying help desk best practices.

• Documented and updated procedures to enhance clarity and consistency for the support team.

• Developed strong multitasking, communication, and customer service skills in fast-paced environment to effectively address diverse inquiries.