Khaled Saud Al-Dawsari
Riyadh
Summary
Dedicated Service Desk Technician at Arab National Bank, adept at enhancing user experience through the creation of intuitive guides. Skilled in remote support and incident management, I efficiently resolved technical issues while fostering collaboration within the team to ensure high-quality service delivery. Proven ability to prioritize tasks effectively in a fast-paced environment.
Overview
11
11
years of professional experience
Work History
Technical Support Engineer
Arab National Bank
01.2014 - 11.2014
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
Service Desk Technician
Arab National Bank
12.2014 - Current
- Improved user experience by creating user-friendly guides on how to use various tools and applications relevant to their job functions.
- Collaborated with team members to maintain consistency in service delivery and support quality.
- Assisted users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
Education
Diploma - Computer Networks And Operating Systems Technology
Institute of Public Administration
RiyadhSkills
- Remote support
- Software installation
- End-user training
- Incident management
- Ticketing system
- Issue troubleshooting
- Technical troubleshooting
- Issue escalation
- Hardware support
Languages
English
Upper intermediate (B2)
Timeline
Service Desk Technician
Arab National Bank
12.2014 - Current
Technical Support Engineer
Arab National Bank
01.2014 - 11.2014
Diploma - Computer Networks And Operating Systems Technology
Institute of Public Administration
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