Ibrahim Mohamed
Jeddah,Saudi Arabia
Summary
Highly skilled IT technician with expertise in Microsoft operating systems, SQL Server administration, and network administration. Proficient in database management, system backup and recovery, and Windows Active Directory management. Demonstrates strong analytical skills, troubleshooting techniques, and a goal-oriented mindset to deliver effective technical support and system maintenance. Adept at managing LAN/WAN technologies, TCP/IP networking, and SharePoint administration while ensuring seamless hardware and software diagnostics. Committed to providing exceptional customer service through multilingual communication and a friendly demeanour.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work history
Technical support executive
Platinum Tech
Jeddah, Mecca Region
04.2024 - Current
- Delivered clear technology usage instructions to enhance user experience.
- Liaised with network engineers to ensure seamless operational performance.
- Prioritised multiple support tickets effectively, consistently meeting service level agreements.
- Assisted in developing helpdesk procedures to streamline operations.
- Coached junior support staff, enhancing their technical support responsiveness.
- Achieved target response and resolution times through strategic planning and prioritisation.
- Analysed operational requirements, producing tailored recommendations for clients.
- Diagnosed equipment failures and performance issues, implementing corrective measures.
Technical support engineer
Gazlan For Constructing
Jeddah, Mecca Region
04.2021 - 04.2024
- Established effective rapport with customers by professionally addressing queries and concerns.
- Delivered reliable technical support to an average of [Number] users daily.
- Facilitated training sessions for non-technical staff on safe computer use practices.
- Tracked computer system and network performance to identify and resolve issues.
- Installed network equipment, such as routers and switches, to enhance connectivity.
- Managed user accounts, including password resets and access level changes, to improve security.
- Ensured compliance with company policies during installation of new systems or software applications.
- Maintained network security to safeguard company data.
IT Technical Support
Advanced Building Company
Jeddah, Mecca Region
09.2013 - 04.2021
- Managed technical operations for server and database functions supporting accounting programme.
- Executed daily backups, restoring data while verifying integrity.
- Configured SQL logins and roles to enhance security protocols.
- Monitored server logs and disk space, addressing issues proactively.
- Scheduled database maintenance jobs to ensure optimal performance.
- Linked subsidiary databases via ODBC to improve data accessibility.
- Resolved critical system bugs, minimising disruptions to workflow.
- Prioritised help desk requests based on urgency, ensuring timely support.
Technical support engineer
Arab Open university
Jeddah, Mecca Region
02.2017 - 12.2019
- Diagnosed complex technical problems using keen analytical skills.
- Assisted in hardware maintenance and upgrades to ensure optimum performance levels.
- Resolved escalated technical issues promptly to minimise operational disruptions.
- Ensured compliance with company policies during new system or software installations.
- Coordinated vendor procurement for IT equipment, achieving cost-effective solutions.
- Troubleshot operating systems, hardware, and software to identify root causes.
- Delivered comprehensive set-up assistance for networking systems and IP phone equipment.
- Communicated complex concepts to customers in a clear, non-patronising manner.
Technical support officer
Ocean Tech
Jeddah, Mecca Region
02.2011 - 09.2013
- Communicated effectively with clients to identify unique needs and deliver tailored solutions.
- Developed and optimised SQL queries for efficient data retrieval and reporting.
- Resolved complex technical issues through expert troubleshooting of software and hardware.
- Supported customer implementation using tools such as Excel, Tableau, and SQL.
- Assisted colleagues in challenging tasks, fostering a collaborative work environment.
- Ensured data integrity through validation processes, enhancing reporting accuracy.
- Engaged in seminars and workshops to pursue continuous professional development in IT support.
- Managed large datasets with SQL to derive actionable insights.
Help desk technician
Compu-Techs Computer Solutions
Jeddah, Mecca Region
02.2011 - 03.2012
- Streamlined communication between customers and technicians, ensuring operational efficiency.
- Assisted in troubleshooting software issues, achieving effective problem resolution.
- Participated in creation of online knowledge base, promoting user self-help.
- Supported roll-out of new applications, enhancing organisational productivity.
- Identified complex IT issues, delivering suitable solutions.
- Documented all help desk interactions to maintain accurate records.
- Rectified hardware problems to ensure efficient system operation.
- Performed routine audits of systems and software, confirming effectiveness.
Education
Bachelor - Information Technology
Arab Open University
Jeddah, Mecca Region 05.2010 - 10.2016
Skills
- Remote desktop assistance
- System upgrades and backup
- Customer-Focused approach
- Remote support capabilities
- VPN setup and support
- Software installation and upgrades
- Database management
- Systems Analysis
- Network troubleshooting
- System diagnostics
- SQL experience
- Data backup and recovery
- Software fault diagnosis
- Server administration
- Network configuration
- System administration
- Hardware configuration
- IT service ticketing systems
Personal Information
- Date of birth: 02/19/92
- Nationality: Egyptian
Custom
Available on request
Languages
English
Fluent
Arabic
Fluent
Timeline
Technical support executive
Platinum Tech
04.2024 - Current
Technical support engineer
Gazlan For Constructing
04.2021 - 04.2024
Technical support engineer
Arab Open university
02.2017 - 12.2019
IT Technical Support
Advanced Building Company
09.2013 - 04.2021
Technical support officer
Ocean Tech
02.2011 - 09.2013
Help desk technician
Compu-Techs Computer Solutions
02.2011 - 03.2012
Bachelor - Information Technology
Arab Open University
05.2010 - 10.2016
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