Jehan Colabawalla

Work History

Technical Support Engineer

Qatar Media Corporation

doha

01.2009 - Current

Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Served as primary point of contact for support relating to owned solutions and products.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
Suggested software and hardware modifications to reduce lag time and improve overall speed.
Maintained response times to support business continuity.
Explained technical information in clear terms to promote better understanding for non-technical users.
Performed root cause analysis of reported issues to enact corrections.
Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
Evaluate system potential by testing compatibility of new programs with existing programs.
Evaluate expansions or enhancements by studying work load and capacity of computer system.
Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
Confirm program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
Evaluate vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.
Place software into production by loading software into computer; entering necessary commands.
Place hardware into production by establishing connections; entering necessary commands.
Maximize use of hardware and software by training users; interpreting instructions; answering questions.
Maintain system capability by testing computer components.
Prepare reference for users by writing operating instructions.
Maintain historical records by documenting hardware and software changes and revisions.
Maintain client confidence and protects operations by keeping information confidential.
Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Contribute to team effort by accomplishing related results as needed.
Evaluate system potential by testing compatibility of new programs with existing programs.
Evaluate expansions or enhancements by studying work load and capacity of computer system.
Achieve computer system objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
Confirm program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
Evaluate vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.
Place software into production by loading software into computer; entering necessary commands.
Place hardware into production by establishing connections; entering necessary commands.
Maximize use of hardware and software by training users; interpreting instructions; answering questions.
Maintain system capability by testing computer components.
Prepare reference for users by writing operating instructions.
Maintain historical records by documenting hardware and software changes and revisions.
Maintain client confidence and protects operations by keeping information confidential.
Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
Contribute to team effort by accomplishing related results as needed.
Updated and maintained current customer support database.
Provided guidance on installing and integrating new hardware components and software to remote clients.

Technical Support Representative

Qatar Radio And Television

doha

01.2004 - 12.2008

Assisted customers in identifying issues and explained solutions to restore service and functionality.
Managed high levels of call flow and responded to technical support needs.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Configured hardware, devices, and software to set up work stations for employees.
Configured and tested new software and hardware.
Monitored system performance to identify potential issues.
Installed, configured and maintained computer systems and network connections.
Translated complex technical issues into digestible language for non-technical users.
Used ticketing systems to manage and process support actions and requests.

Technical Assistant

Ministry of Public Health

doha

06.2004 - 08.2004

Gathered, organized and distributed technical documentation.
Installed technical hardware and software in deskside support environment.
Reviewed product-specific resources to determine optimal implementation.
Transferred computer files between programs.
Set up and configured desktop computers, peripherals and accounts, assigning appropriate security levels.
Performed minor maintenance and repair on malfunctioning computer equipment.

Summary

Overview

Work History

Technical Support Engineer

Technical Support Representative

Technical Assistant

Education

MBA - Management Information Systems

Bachelor of Computer Aided Management - Management Information Systems

High School Diploma -

Skills

Accomplishments

Timeline

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