Mohammed Ramzi
Doha
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.
Overview
5
5
years of professional experience
1
1
Certification
Work History
INFORMATION TECHNOLOGY SUPPORT ENGINEER
COLOURS FOUR TRADING
02.2023 - 01.2024
- Created and managed user accounts, ensuring secure access and appropriate permissions
- Assisted users in password resets and account recovery processes
- Installed and configured software applications based on user requirements
- Provided guidance to end-users on software functionalities and best practices
- Diagnosed and resolved hardware issues, including desktops, laptops, printers, and peripherals
- Coordinated hardware replacements or repairs when necessary
- Provided remote assistance to users, resolving issues via phone, chat, or remote desktop tools
- Managed and prioritized support tickets in the helpdesk system
- Monitored and communicated the status of ongoing incidents to end-users.
INFORMATION TECHNOLOGY SERVICE DESK SPECIALIST
MACS MIDDLE EAST - HAMAD INTERNATIONAL AIRPORT
08.2022 - 01.2023
- Managed IT service requests and incidents using ticketing system, ensuring accurate documentation and timely resolution
- Provided first-line technical support to end-users, addressing hardware, software, and network related issues through remote assistance and on-site visits
- Led incident response efforts, promptly addressing critical incidents and minimizing downtime through effective troubleshooting and resolution
- Prioritized and categorized incidents based on severity and impact, following a systematic approach to meet service level agreements (SLAs)
- Collaborated closely with team members and subject matter experts to escalate and resolve complex incidents beyond the scope of first-line support
- Maintained a comprehensive understanding of common IT issues to facilitate quick and accurate diagnosis during ticket resolution
- Utilized the ticketing system to log, track, and update the status of incidents, providing stakeholders with real-time information on issue resolution progress
- Implemented and refined automated workflows within the ticketing system to streamline incident management processes and improve response times
- Conducted regular reviews of incident trends and patterns to identify root causes and contribute to the development of proactive solutions.
INFORMATION TECHNOLOGY HELPDESK ENGINEER
ALL THINGS GROUP
09.2021 - 08.2022
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information.
SYSTEM ADMINISTRATOR
COLOURS LIMOUSINE
03.2020 - 09.2021
- Monitoring, implementing and configuring network devices and troubleshooting network related problems
- Upgrading, installing, and configuring application software and computer hardware
- Troubleshooting and providing technical support to employees
- Creating and managing system permissions and user accounts
- Performing regular security tests and security monitoring
- Configuration and troubleshooting of routers and switches
- Familiar with CISCO Switches 2950, 3750 and Routers 28XX, 18XX
- TCP/IP subnetting and configuring IP address (IPV4 and IPV6)
- Installing and configuring of all windows operating systems and servers.
INFORMATION TECHNOLOGY HELPDESK AGENT
CHALLENGE GROUP QATAR
06.2019 - 03.2020
- Provide first-line technical support to end-users, addressing hardware, software, and network-related issues through remote assistance and on-site visits
- Respond promptly to IT service requests and incidents, ensuring timely resolution and maintaining a high level of customer satisfaction
- Diagnose and troubleshoot hardware and software problems, documenting issues and resolutions in the helpdesk ticketing system
- Collaborate with IT team members to escalate complex issues and ensure prompt resolution, adhering to established service level agreements (SLAs)
- Assist in the deployment and configuration of desktops, laptops, printers, and other IT equipment
- Conduct end-user training sessions on basic IT processes and best practices to enhance overall system knowledge and reduce recurring issues
- Proactively identify and recommend improvements to IT processes, contributing to increased efficiency and user satisfaction
- Maintain accurate records of support activities, including detailed documentation of troubleshooting steps and solutions
- Stay current with industry trends and emerging technologies to provide informed and up-to-date support to end-users.
JUNIOR NETWORK ENGINEER
SOFTEN TECHNOLOGIES
11.2018 - 06.2019
- Configured and maintained routers, switches, and firewalls to ensure optimal network performance
- Implemented and managed VLANs to segment network traffic and enhance security
- Diagnosed and resolved network issues, collaborating with cross-functional teams to identify and implement solutions promptly
- Conducted regular network performance monitoring and implemented adjustments as needed
- Installed and maintained network hardware, including routers, switches, and access points
- Utilized network monitoring tools to track network performance and generate reports for management.
Education
Bachelor of Technology (B.Tech.) - Computer Science -
KANNUR UNIVERSITY
05.2018
Plus Two - Science -
KOODALI HSS
04.2014
High School Diploma - Science -
CENTRAL BOARD OF SECONDARY EDUCATION
04.2012
Skills
- Windows Server
- User Credential Management
- System Administration
- Technical Support
- Amazon Web Services
- VMware and Oracle VM
- System Troubleshooting
- Azure Active Directory
- Windows Powershell
- Active Directory Management
- Remote Desktop Support
- ServiceNow
- Networking
- Microsoft Office Suite
- Firewall Management
- Incident Management
- Virtualization Technologies
- Help Desk Support
- System Configuration
- ITIL Processes
- Disaster Recovery
- Cloud Computing
Certification
- Google Technical Support Fundamentals, 2021, WSRSYHS7WNF4, Google
- Diploma in Network Engineering, 2020, ST/NW/6596, Soften Technologies
- Microsoft Certified Solutions Expert, 2019, ST/NW/5747, Microsoft
- Cisco Certified Network Associate, 2019, ST/NW/5594, Cisco
- Cisco Certified Network Professional, 2019, ST/NW/2569, Cisco
Languages
English, Malayalam
Native language
Arabic
Advanced
C1
Hindi
Proficient
C2
Timeline
INFORMATION TECHNOLOGY SUPPORT ENGINEER
COLOURS FOUR TRADING
02.2023 - 01.2024
INFORMATION TECHNOLOGY SERVICE DESK SPECIALIST
MACS MIDDLE EAST - HAMAD INTERNATIONAL AIRPORT
08.2022 - 01.2023
INFORMATION TECHNOLOGY HELPDESK ENGINEER
ALL THINGS GROUP
09.2021 - 08.2022
SYSTEM ADMINISTRATOR
COLOURS LIMOUSINE
03.2020 - 09.2021
INFORMATION TECHNOLOGY HELPDESK AGENT
CHALLENGE GROUP QATAR
06.2019 - 03.2020
JUNIOR NETWORK ENGINEER
SOFTEN TECHNOLOGIES
11.2018 - 06.2019
Bachelor of Technology (B.Tech.) - Computer Science -
KANNUR UNIVERSITY
Plus Two - Science -
KOODALI HSS
High School Diploma - Science -
CENTRAL BOARD OF SECONDARY EDUCATION