Abdallah M. Hussain
Jeddah
Summary
Results-driven technical support engineer with a strong background in diagnosing, troubleshooting, and efficiently resolving complex technical issues. Proven track record of delivering exceptional customer service and utilizing innovative problem-solving techniques to enhance user experiences. Committed to leveraging technical expertise and strong communication skills to provide effective solutions and support in fast-paced environments. Passionate about driving continuous improvement and ensuring client satisfaction through proactive engagement and support.
Overview
14
14
years of professional experience
Work History
IT Technical Support Engineer
Mohamed Yousef Naghi Motors
06.2019 - Current
- Provide comprehensive technical support to users, ensuring efficient resolution of IT-related issues.
- Manage the full lifecycle of IT equipment, including installation, maintenance, and support for laptops, desktops, printers, and telecoms equipment.
- Execute change management requests, including occasional out-of-hours work, to support system upgrades and transitions.
- Oversee IT asset and inventory management, performing regular audits to ensure the availability of necessary spares.
- Maximize IT system availability through proactive maintenance and continuous improvement strategies.
IT Technical Support
Aljazirah Ford
06.2017 - 06.2019
- Managed and maintained Active Directory, including user account creation, modification, and profile management.
- Configured and troubleshooted network services such as DNS and DHCP to ensure seamless connectivity.
- Installed, configured, and supported MS Outlook for all users.
- Established and troubleshooted LAN connectivity, including network cable crimping and connection setup.
- Installed and configured Cisco routers, switches, and Wi-Fi access points.
Technical Support Engineer
Special German Electro-Mechanical L.L.C (Etisalat Contractor)
01.2012 - 01.2014
- Maintained Cat 5/6 and fiber optic cable networks, ensuring optimal configuration of all devices.
- Designed and deployed LAN/WLAN networks, including the installation and configuration of Gpon Technology (E-life) and Fiber Termination (ONT) devices.
- Troubleshot system and network problems, diagnosing and resolving hardware and software faults.
- Provided comprehensive support, including procedural documentation and relevant reports.
- Set up new user accounts and profiles and managed password-related issues.
Network & Maintenance Engineer
MidySar Tech. Co.
01.2010 - 01.2011
- Maintained and repaired computer operating systems and installed new hardware (servers, printers, workstations).
- Oversaw system security, managed user accounts and permissions, and installed antivirus protection.
- Performed network fault fixing, routine maintenance, and provided technical support to all network users.
- Trained staff on new systems and planned future IT improvements to solve business challenges.
Communication Technician
Civil Aviation Authority (Khartoum Airport)
01.2008 - 01.2009
- Performed maintenance and repair on critical communication systems, including VHF, HF, AFTN, and VSAT.
- Maintained and repaired navigational and operational aids such as ILS, VOR, DME, and the Flight Information Display System (FIDS).
- Operated and supported security equipment, including X-ray and doorway machines.
Education
Network Design Administration Security for LAN/WLAN
Bachelor of Science - Communication Engineering
01.2007
Skills
- Application support
- Remote support
- Technical support
- Employee training
- Operating systems expertise
- User training
- Issue research
- Hardware configuration
- Network administration
- Continuous improvement
- Personnel training
- Software updates
- Software installation
- Project management
- System troubleshooting
- Hardware troubleshooting
- Performance optimization
- Technical troubleshooting
- Issue escalation
- Problem resolution
- Problem-solving
- Training and mentoring
- Ticket management
- Teamwork and collaboration
Certification
- Contractor Triple Play Training Program (Etisalat Academy, UAE)
- Network Design Administration Security for LAN/WLAN (Sudatel Telecommunications Academy)
- Coaching For Team Performance (Ford Motor Company, Issued Oct 2022)
- IDS - DTCs, PIDs, and DMM (Ford Motor Company, Issued Dec 2021)
- IDS - Oscilloscope, SGM and PMI (Ford Motor Company, Issued Dec 2021)
- ITIL 4 Foundation (Herotec for Training & Consultancy, Issued Oct 2021)
- Professional Diploma in Technical Project Management (Udemy)
- Executive Diploma of Chief Executive Officer (Udemy)
- CCNA 200-301 Course: Network Fundamentals (Udemy)
- Mastering IT Support: Effective Ticket Handling & Management (Udemy)
Timeline
IT Technical Support Engineer - Mohamed Yousef Naghi Motors
06.2019 - Current
IT Technical Support - Aljazirah Ford
06.2017 - 06.2019
Technical Support Engineer - Special German Electro-Mechanical L.L.C (Etisalat Contractor)
01.2012 - 01.2014
Network & Maintenance Engineer - MidySar Tech. Co.
01.2010 - 01.2011
Communication Technician - Civil Aviation Authority (Khartoum Airport)
01.2008 - 01.2009
Jordanian Sudanese College of Science and Technology - Bachelor of Science, Communication Engineering
Sudatel Telecommunications Academy - , Network Design Administration Security for LAN/WLAN
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