Akram . Fadil
Tripoli
Summary
Providing technical support and finding solutions to all problems that direct the network in the company, repairing devices and supplying wired and wireless networks, and advising me on the company's management in the field of information technology and working on developing the network, devices, network, and software that the company operates with, and the employees in the company, managing servers, and keeping management The company is always on the cutting edge of technology Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Talented professional with several years of experience and successful career in planning, developing, and executing events and initiatives to achieve maximum potential. Creative and highly strategic with excellent leadership and client relations abilities. Professional and outgoing with success in building relationships and attracting new clients.
Agile Technical Support Engineer adapts to providing service via phone, email, remote desktop systems and more. Committed to successfully resolving all issues and complaints to support business continuity and operational throughput. Dynamic manager of company-wide technical health and technological integrity. Veteran Technical Support Engineer trusted to quickly and decisively address all internal and external issues. Provides friendly responses and competent remediation. Adept manager of PCs, networks and peripherals.
Dependable professional with several years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
23
23
years of professional experience
Work History
CEO
network solutions information technology company
Tripoli
03.2013 - Current
- Provided technical support to customers and managed the team of engineers responsible for resolving customer issues.
- Developed, implemented, and monitored service level agreements with clients.
- Maintained system documentation and tracked hardware and software inventory.
- Conducted research on software and hardware products to recommend solutions for customers.
- Managed a team of technicians in providing timely resolution of customer inquiries.
- Created reports on performance metrics and presented them to senior management.
- Monitored network performance, identified areas for improvement, and took corrective action as needed.
- Worked closely with other departments such as sales, marketing, engineering, finance, IT., to improve customer experience.
- Established policies and procedures related to technical support operations.
- Identified potential risks associated with implementing new technologies or introducing changes into existing systems.
- Organized workshops and seminars for customers on using the latest technology features and functionalities offered by the company's products and services.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Managed backup, user account and helpdesk systems.
- Provided company users with tech support for IT problems and account maintenance.
Technical Support Engineer
Al-Diwan Technical and Technical Consultancy Company Information
Tripoli
08.2013 - 11.2014
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Conducted research on technical products in order to make recommendations to customers.
- Assisted customers with mobile device configuration including email accounts and security settings.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Diagnosed hardware failures using appropriate tools such as multimeters or logic analyzers.
- Developed documentation of customer's technical environment including network topology diagrams and asset inventories.
- Assisted users with password resets and account lockout resolutions.
- Evaluated new technologies in order to recommend solutions that meet customer needs.
- Monitored ticketing system queues for incoming requests from customers.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Collaborated with teams to solve technical customer problems across product suites.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Technical Support Engineer
ImaarTripoli Company
Tripoli
02.2011 - 06.2014
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Conducted research on technical products in order to make recommendations to customers.
- Assisted customers with mobile device configuration including email accounts and security settings.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Diagnosed hardware failures using appropriate tools such as multimeters or logic analyzers.
- Developed documentation of customer's technical environment including network topology diagrams and asset inventories.
- Implemented scripting solutions for automating routine tasks.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Coordinated with vendors and external support teams to resolve third-party software issues.
Technical Support Engineer
Libya Online Company
Tripoli
05.2009 - 03.2011
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Conducted research on technical products in order to make recommendations to customers.
- Assisted customers with mobile device configuration including email accounts and security settings.
- I worked as a supervisor on the border security system and provided technical support for the system. I also supervised the deficiencies of the devices that work on the system. Additionally, I worked in technical support at the company.
Technical Support Engineer
British Petroleum (BP)
Tripoli
05.2008 - 10.2010
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Conducted research on technical products in order to make recommendations to customers.
- Assisted customers with mobile device configuration including email accounts and security settings.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Diagnosed hardware failures using appropriate tools such as multimeters or logic analyzers.
- Assisted users with password resets and account lockout resolutions.
- Provided remote assistance to end-users when needed.
- Performed system backups on a regular basis according to established policies.
- Replied to customer queries via email, messaging systems and support ticket platforms.
- Monitored ticketing system queues for incoming requests from customers.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Collaborated with teams to solve technical customer problems across product suites.
- Updated software versions with patches and new installations to close security loopholes and protect users.
Technical Support Engineer
Libyan TV Channel
Tripoli
04.2006 - 02.2008
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Conducted research on technical products in order to make recommendations to customers.
- Assisted customers with mobile device configuration including email accounts and security settings.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Diagnosed hardware failures using appropriate tools such as multimeters or logic analyzers.
- Provided remote assistance to end-users when needed.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Collaborated with teams to solve technical customer problems across product suites.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Asked customers targeted questions to diagnose problems and provided timely solutions.
Technical Support Engineer
Rapid Technical Workshop
Tripoli
11.2001 - 07.2005
- Provided technical support in the installation and maintenance of workshop machinery.
- Performed regular inspections on machines to ensure optimal functioning.
- Assisted in troubleshooting issues with the workshops electrical systems.
- Installed new hardware and software applications according to manufacturer's specifications.
- Resolved complex technical problems by employing innovative repair techniques.
Technical Support Engineer
Al-Aman Tire Company
Tajoura
04.2004 - 02.2005
- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Configured, maintained, and monitored computer systems for optimal performance.
- Installed and tested operating systems, applications, updates, patches, and service packs.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Conducted research on technical products in order to make recommendations to customers.
- Assisted customers with mobile device configuration including email accounts and security settings.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Analyzed system logs for potential problems or errors related to system performance or security threats.
- Diagnosed hardware failures using appropriate tools such as multimeters or logic analyzers.
- Developed documentation of customer's technical environment including network topology diagrams and asset inventories.
- Assisted users with password resets and account lockout resolutions.
Education
EDUCATION, Networks, Maintenance of office and switched devices, Software, Design programs, Mobile phone maintenance - Systems programming and analysis
01.2005
Skills
- Photoshop
- Illustrator
- Ms office
- Gold wave
- MYSQL
- Computer
- Maintenance
- Fix mobile
- Adobe
- Premiere
- Remote Support
- Computer Security
- System Configuration Changing
- Problem-Solving
- Technical Troubleshooting
- System Troubleshooting
- Hardware upgrades
- Firewall Installation
- Software Installation
- Technical Support
- Network Administration
Personal Information
Age: 41 years old
Languages
- Arabic
- English
Languages
Arabic
First Language
English
Advanced (C1)
C1
Timeline
Technical Support Engineer
Al-Diwan Technical and Technical Consultancy Company Information
08.2013 - 11.2014
CEO
network solutions information technology company
03.2013 - Current
Technical Support Engineer
ImaarTripoli Company
02.2011 - 06.2014
Technical Support Engineer
Libya Online Company
05.2009 - 03.2011
Technical Support Engineer
British Petroleum (BP)
05.2008 - 10.2010
Technical Support Engineer
Libyan TV Channel
04.2006 - 02.2008
Technical Support Engineer
Al-Aman Tire Company
04.2004 - 02.2005
Technical Support Engineer
Rapid Technical Workshop
11.2001 - 07.2005
EDUCATION, Networks, Maintenance of office and switched devices, Software, Design programs, Mobile phone maintenance - Systems programming and analysis
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