Hamza Naeem Mahmoud
Technical Support Engineer
Amman,AM
Summary
Flexible Technical Support Engineer with 7 years of experience in maintaining smooth operations for clients. Expertise in [Type] systems and [Type] environments, consistently commended for quickly and effectively resolving downtime issues. Proficient in efficiently integrating new hardware and components. Specializes in leveraging internal and external relationships to address complex problems synergistically. Proactively seeks assistance from vendors, colleagues, and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to deliver top-quality support.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Technical Support Engineer
etech-systems
03.2018 - Current
- Direct daily department operations, analyzing workflow, establishing priorities, developing standards and setting deadlines
- Evaluate the organization's technology use and needs and recommend improvements, such as hardware and software upgrades
- Working with internal/external customers to identify issues and advising on the solution
- Working with field engineers to visit internal/external customers if the problem is more serious
- Properly escalate unresolved issues to appropriate internal teams (e.g. Software developers)
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Earned recognition from management for consistently delivering exceptional service quality.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Collaborated with cross-functional teams to develop solutions for recurring technical problems.
- Delivered Tier-3 support and SME input to internal and external customers.
- Reduced system downtime significantly, conducting regular maintenance checks and updates.
- Installed and configured operating systems and applications.
- Researched and identified solutions to technical problems.
- Developed and implemented preventive maintenance procedures.
Education
Bachelor's Degree - Computer Information System CIS
Tafila Technical University
Tafila - Jordan 04.2001 -
Skills
Deploying Projects Release's
undefinedPersonal Information
- Place of Birth: Jordan
- Date of Birth: 08/07/95
- Gender: Male
- Nationality: Jordanian
- Marital Status: Married
Timeline
Technical Support Engineer
etech-systems
03.2018 - Current
Bachelor's Degree - Computer Information System CIS
Tafila Technical University
04.2001 -
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