Data center technician with proven expertise in technical support and safety compliance. Achieved 89% customer satisfaction by optimizing ticket resolution processes. Actively pursuing CompTIA Network+, CCNA, and fiber optic certifications to strengthen capabilities in maintaining mission-critical systems.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Dispatcher
Ramanda Global LLC
Herndon, Virginia
09.2025 - Current
Established effective communication between drivers and clients to ensure seamless operations.
Optimized transportation schedules to ensure punctual deliveries across multiple routes.
Addressed driver issues and resolved customer inquiries swiftly to maintain service quality.
Ensured adherence to safety regulations and company policies throughout all operations.
Dispatcher
Better Business Co.
Sterling, Virginia
02.2024 - 08.2025
Managed daily dispatching of 30+ drivers across three shifts, ensuring timely and efficient operations.
Developed and implemented protocols that streamlined dispatching procedures, enhancing overall workflow.
Maintained accurate records of driver availability and route progress to support operational decision-making.
Technical Support Specialist
Mobile Telecommunications Company K.S.C.P.
Khartoum, Sudan
01.2015 - 07.2021
Managed over 100 technical support tickets daily, maintaining 90% first-call resolution rate.
Delivered prompt technical support through email, phone, and chat, achieving 89% customer satisfaction rate.
Resolved complex software and hardware issues, decreasing escalated cases to tier 2 support by 43%, improving support workflow.
Reduced average ticket resolution time by 45 seconds using effective troubleshooting techniques, enhancing customer experience.
Trained junior technicians, boosting team troubleshooting efficiency and ensuring consistent support quality.
Education
Bachelor of Administrative science - Business Administration
Open University of Sudan
Khartoum
09-2022
Associate Degree - Information Technology
Sudan University of Science and Technology
Khartoum
12-2013
Skills
Logistics Coordination
Route Optimization
Driver Communication
Safety Protocols
Operations & Support
MS Office Suite
IT Troubleshooting
Customer service leadership
Quick learner
Quick learner
Certification
OSHA 10-Hour General Industry, 2025
Google Technical Support Fundamentals, 2025
Virtual Assistant - Alison, 2025
Cisco Certified Network Professional (CCNP), 2016
Interests
Data center technology
Cloud infrastructure
Electrical safety
Continuous learning
Languages
Arabic, Native or Bilingual Proficiency
English, Professional Working Proficiency
Timeline
Dispatcher
Ramanda Global LLC
09.2025 - Current
Dispatcher
Better Business Co.
02.2024 - 08.2025
Technical Support Specialist
Mobile Telecommunications Company K.S.C.P.
01.2015 - 07.2021
Bachelor of Administrative science - Business Administration