Eman Mohammed Majrashi
Riyadh,Saudi Arabia
Summary
Experienced Senior Technical Support Specialist excelling in troubleshooting and system optimization. Enhanced customer satisfaction by streamlining support processes and reducing resolution times. Consistently improved team performance and fostered collaborative environment.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work history
Senior Technical Support
NAQEL Express
Riyadh, Saudi Arabia
06.2022 - 11.2024
- Delivered prompt and effective technical support for a company of 1000+ users.
- Collaborated with the IT team to meet quarterly targets, achieving 100% of goals
- Developed and implemented a comprehensive maintenance schedule for 50+ computers and office equipment, leading to an increase in uptime by reducing emergency repairs by 20% over six months.
- Handled and resolved over 3000+ tech support tickets.
- Optimized network performance by implementing new software systems.
- Provided remote desktop support to [100]+ users, efficiently resolving issues to minimize downtime.
Technical Support
NAQEL Express
Riyadh, Saudi Arabia
01.2021 - 06.2022
- Install and configure computer systems, applications, and hardware within the company H.Q. – Stores – Warehouses. Troubleshoot, repair and maintain various IT systems.
- Resolved technical issues for over 100 employees, increasing overall productivity by 20%.
- Used ticketing systems to effectively priorities end-user issues, minimizing equipment downtime.
- Offered 24 and 7 tech support to maintain uninterrupted service.
- Follow-up and conduct troubleshooting operations to identify and solve problems through maintenance or replacement of equipment.
Customer Service Representative
NAQEL Express
Riyadh, Saudi Arabia
10.2019 - 01.2021
- Answered 100+ inquiries daily from customers nationwide.
- Evaluate customer feedback and recommend changes to improve customer satisfaction.
- Manage and resolve 50+ escalated customer complaints per day, processing returns, exchanges, and changes to service levels.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Handled live chat queries within strict timeframe targets.
Education
Bachelor - Networking and Communication Systems
Princess Noura Bint Abdulrahman University
04.2013 - 06.2017
Skills
- Computer setup
- Maintenance
- System upgrades
- Microsoft Office Suite
- Antivirus software
- Active Directory
- TCP/IP
- WiFi
- VPN
- Firewall
- Network Configuration
- troubleshooting
- Windows Server
Languages
English
Advanced
Arabic
Native
Certifications & Training:
Six Sigma Yellow Belt.
Six Sigma Green Belt.
Computer Hardware & Networking (CompTIA A+).
Information Technology in The Workplace Course.
Cyber Security Course.
International Conference on Cloud Computing.
Introduction to Amazon EC2 Systems Manager.
Introduction to Database Migration.
Timeline
Senior Technical Support
NAQEL Express
06.2022 - 11.2024
Technical Support
NAQEL Express
01.2021 - 06.2022
Customer Service Representative
NAQEL Express
10.2019 - 01.2021
Bachelor - Networking and Communication Systems
Princess Noura Bint Abdulrahman University
04.2013 - 06.2017
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