MOHAMED ALSIR KHALIL
IT HELP DESK
RIYADH
Summary
Experienced IT help desk with over 15 plus years of experience in IT Department. Excellent reputation for resolving problems and improving customer satisfaction.
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
IT Help Desk Officer
ZAID AL HUSSAIN & BROTHERS GROUP
RIYADH
05.2007 - Current
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Answered incoming calls from residential and small business customers on and products.
- Maintained and update customer service database.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded promptly to incoming sales leads and requests for technical support.
- Assisted with updating technical support best practices for use by team.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified and repaired software and hardware to resolve technical issues.
Education
Bachelor of Science - Information Technology
SIKKIM MANIBAL UNIFERSITY
RIYADH / SAUDI ARABIA 01.2009 - 12.2013
Skills
Support Ticket System Management
Timeline
Bachelor of Science - Information Technology
SIKKIM MANIBAL UNIFERSITY
01.2009 - 12.2013
IT Help Desk Officer
ZAID AL HUSSAIN & BROTHERS GROUP
05.2007 - Current
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