Mustafa Aladawi
Prattville,AL
Summary
At Tech Master, I leveraged my IT troubleshooting expertise and exceptional customer service skills to enhance system efficiency and user satisfaction. By optimizing technical support operations and fostering strong client relationships, I significantly improved organizational productivity and customer loyalty. My proactive approach to problem-solving and ability to work collaboratively ensured the achievement of key IT and support milestones.
Overview
7
7
years of professional experience
Work History
IT Specialist
Tech Master
10.2015 - 12.2022
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners, computers, cellphones and tablets.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Configured systems according to prescribed software and hardware frameworks.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Fostered collaboration across departments, integrating IT solutions that enhanced overall productivity and communication.
- Enhanced system security and minimized vulnerabilities with regular updates and patches to software.
- Supported seamless remote work transitions by setting up and troubleshooting VPN connections for employees.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
- Optimized help desk operations, effectively managing incoming requests to ensure timely and accurate support.
- Enhanced organizational efficiency by automating routine IT tasks, allowing staff to focus on more strategic projects.
- Improved IT support efficiency, creating detailed documentation for common issues and solutions.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Configured hardware, devices, and software to set up work stations for employees.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Optimized network performance through regular monitoring and maintenance.
- Secured sensitive data by establishing robust cybersecurity measures and protocols.
- Maintained a comprehensive knowledge of current industry trends, developments, tools, or techniques relevant to the role of an IT specialist.
- Implemented effective backup systems to ensure data integrity and availability in case of disaster recovery scenarios.
- Trained employees on new technologies, increasing competency levels across the organization.
- Provided exceptional customer service by promptly addressing problems reported by end users.
- Managed high levels of call flow and responded to technical support needs.
- Optimized server configurations for peak performance with regular maintenance tasks such as patching, updating firmware, and monitoring resource utilization.
- Enhanced system performance by implementing effective IT infrastructure upgrades and maintenance.
- Established strong relationships with vendors, negotiating favorable contracts while maintaining high-quality products and services.
Customer Support Specialist
Tech Master
10.2015 - 12.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Exhibited high energy and professionalism when dealing with clients.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Management Associate
Tech Master
10.2015 - 12.2022
- Developed strong relationships with clients to ensure long-term growth and loyalty for the company.
- Ensured timely delivery of high-quality services by setting clear expectations and monitoring progress closely.
- Drove sales and customer service while assisting guests with technical services.
- Marketed all IT services and benefits to local businesses.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Increased customer satisfaction by providing knowledgeable assistance and personalized recommendations for electronics purchases.
- Built relationships with customers to encourage repeat business.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
Education
Associate of Science - Management Information Systems
Al-Ahliyya Amman University
Al-Salt, Amman, Jordan04.2012
Skills
- IT Troubleshooting
- Desktop Technical Support
- Hardware Installation
- Software configuration
- Active Listening
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Problem Resolution
- Payment Processing
- Scheduling
- Team Development
- Live chat support
- Filing
- Software Upgrades
- Hardware diagnostics
- Friendly and Patient
- Software Patches
- Mac systems
- Information Security
- Troubleshooting
- Software Implementation
- System Upgrades
- Application support
- Technical issue analysis
- Disaster Recovery
- Needs Assessment
- Content Management Systems
- Software Installation
- Technical Troubleshooting
- Technical Support
- Customer Service
- Desktop support
- Customer Success Management
- Ticket support system management
- Windows 10
- Call Center Operations
- Device Installation
- Teamwork and Collaboration
- Attention to Detail
- Hardware Configuration
- Troubleshooting Network Issues
- Customer Needs Assessment
- Complaint resolution
- Call Management
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Team Building and Leadership
- Administrative Support
- Computer Skills
- Remote Desktop Support
- Operating System Support
- Help Desk Support
- Ticketing System Experience
- Issue Troubleshooting
- Software diagnosis
- Technical issues analysis
Languages
English
Native or Bilingual
Spanish
Full Professional
Arabic
Native or Bilingual
Timeline
IT Specialist
Tech Master
10.2015 - 12.2022
Customer Support Specialist
Tech Master
10.2015 - 12.2022
Management Associate
Tech Master
10.2015 - 12.2022
Associate of Science - Management Information Systems
Al-Ahliyya Amman University