Mohamad Allahham
Haledon,NJ
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented [Job Title] with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Overview
17
17
years of professional experience
Work History
Training & Technical Support Specialist
Vhf Inc.
04.2022 - Current
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Walked individuals through basic troubleshooting tasks.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Promoted efficiency among departments with prompt resolution of system issues.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Developed and implemented preventive maintenance procedures.
- Tested new software and hardware prior to deployment.
- Helped streamline repair processes and update procedures for support action consistency.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
General Manager
Solution Dental Lab
01.2019 - 04.2021
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Trained new employees on proper protocols and customer service standards.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Cad Cam Dental Laboratory Technician
Yassmin Dental Lab
07.2015 - 01.2019
- Verified appliance conformance with specifications and accuracy of occlusion using micrometers, articulators, and other tools.
- Constructed artificial metal and porcelain teeth with attractive finishes and durable frameworks.
- Adhered to specifications to craft well-fitting appliances.
- Assisted functionality of completed models with help of apparatus mimicking human bite and adjusted devices to enhance performance.
- Completed detailed models of patients' mouths to create accurate devices.
- Used computer-aided design software to prepare blueprints and schematics.
- Consulted with project managers, design consultants and sub-contractors to produce and alter drawings.
General Manager
Ebtimed
01.2007 - 01.2009
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Education
Master of Science - Dental Technology
SAMT
Jeddah Saudi Arabia02.2003
Skills
- Software Debugging
- Technical Troubleshooting
- Application Installations
- Remote Diagnostics
- Hardware Upgrades
- Diagnostic Protocol Implementation
- Issue Research
- Hardware Diagnostics
- Software Diagnosis
- Customer Service
- User Support
- Performance Testing
- Service Support
- Technical Support
- Videoconferencing
- Systems Analysis
- Software Installation
- Staff Education and Training
- Technical Documents Comprehension
- Technical Issues Analysis
- Product Troubleshooting
- Support Scenario Generation
- Mac Systems
- Issue Troubleshooting
- Customer Service Expert
- Call Center Operations
- Customer Success Management
- CAD Software Proficiency
- 3D Modeling
- Attention to Detail
- AutoCAD
- Design Thinking
Timeline
Training & Technical Support Specialist
Vhf Inc.
04.2022 - Current
General Manager
Solution Dental Lab
01.2019 - 04.2021
Cad Cam Dental Laboratory Technician
Yassmin Dental Lab
07.2015 - 01.2019
General Manager
Ebtimed
01.2007 - 01.2009
Master of Science - Dental Technology
SAMT
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