JAMAL ELHAJ
IT Technical Support Specialist
Buraidah,Al Qassim
Summary
A highly skilled and dependable IT Technical Support Specialist with over 15 years of extensive experience in providing technical assistance, troubleshooting, and system maintenance. Demonstrated expertise in managing field operations, supporting complex IT infrastructures, and resolving technical issues in real-time. Adept at using a variety of tools and systems, including VPN circuit, FTTx, and advanced network troubleshooting. Known for exceptional problem-solving skills, strong customer service abilities, and an ability to manage multiple tasks efficiently under pressure. Seeking an opportunity in a dynamic organization to leverage my technical expertise and contribute to its growth, particularly in the Information Technology sector.
Overview
19
19
years of professional experience
2
2
Languages
Work History
Technical Support Specialist
STC Solutions Pioneer's Team
01.2014 - Current
- Assigning tasks and control for field operation technician.
- For installing or maintaining the STC VPN circuits which serving the customer (business scope department) to connect the different branches together.
- Using STC web interfaces and systems (RTTS, XNG, ICMS and CISCO interface).
- Manual configuration according to the service provider seeker (Mobily, Zain, ITC Dawiyat, GO).
- Provide technical support to the field technicians and ensure the services delivered.
- Assisting customers with more difficult technical issues. And check the quality of service and evaluations.
- Validate Data Special VPN-Circuits information & Customer's contact for field operation (Delivery, Assurance) and dispatch required data for teams.
- Ensure correct closure and systems reflection for all completed or rejected orders by technicians in the field.
- Validate rejected delivery orders from FO and report all repetitive issue with concerned teams (design, activation, OMS, Sales).
- Monitor and escalate all overdue data orders (Delivery & Assurance) to FO & fix system issues that cause such delays.
- FTTx technical supporter using STC advance software's, tools, and users.
- Activate the FTTx modems (HUAWEI-ALCATEL-ZHONE).
- Configuring HUAWEI ONU's (MOU-ONT).
- Configuring HUAWEI service VOIP and HSI parameters. (TCONT-GEMPORT-GEMCONNECTION-SERVICE PORT).
- Creating a varies of daily and weekly reports for field operations management fetched from all systems in compliance with work purposes.
- Monitoring/follow up order management system queues and processing the Network failures.
- Processing over 200 support requests weekly on wide range of issues related to Network/applications of field operation.
- Onboarding and trained all incoming junior tech support specialists.
Computer Technician
Sudan University for Science & Technology College of Science
01.2011 - 01.2014
- Operating System Installation (Windows & Linux)
- Software configuring, Assembling Computers & Accessories
- Network Troubleshooting Solving the Virus's Inflections
- Dealing with Maintenance (Hardware & software)
- Supervision of the computer Laboratories
- Performed other tasks as required, beyond normal working hours.
IT Technical Support Engineer
Sudan University for Science & Technology College of Science
01.2006 - 01.2008
- Hardware & software maintenances
- To assist Student to access scientific E-book web side
- Preparing labs technically as software, hardware, network and systematic to be ready for the proper study propose
Education
Diploma - Computer Science
ELGAZEERA UNIVERSITY
01.2006 - 05.2006
Skills
NETWORK CONFIGURING
Courses
Cisco Certified Networking
Professional -Enterprise CCNP
ITIL 4 Foundation
Additional Information
Valid Driving licensee
Transformable Iqama
Timeline
Technical Support Specialist
STC Solutions Pioneer's Team
01.2014 - Current
Computer Technician
Sudan University for Science & Technology College of Science
01.2011 - 01.2014
IT Technical Support Engineer
Sudan University for Science & Technology College of Science
01.2006 - 01.2008
Diploma - Computer Science
ELGAZEERA UNIVERSITY
01.2006 - 05.2006
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