Samer Mohamed
Riyadh
Summary
Experienced IT Technical Support professional with over 6 years of proven expertise in troubleshooting, system maintenance, and delivering exceptional user support. Skilled in conducting hardware and software diagnostics, configuring networks, and providing top-notch customer service. Recognized for quickly resolving technical issues, optimizing system performance, and contributing to organizational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Abdul Khaliq Abdul Salam Al Sharif & Co.
08.2024 - Current
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Conducted onsite technical support, including installation and troubleshooting, to ensure smooth operations
- Achieved a 95% success rate in resolving technical issues on the first visit, showcasing expertise and attention to detail
IT Support Engineer
Smart Data Information Technology LLC
06.2022 - 06.2024
- Delivered comprehensive technical support for software, hardware, and network systems, achieving a 95% first-call resolution rate
- Configured, maintained, and troubleshot network systems, ensuring a 99.9% uptime and improving operational efficiency for end-users
- Implemented proactive monitoring and system maintenance protocols, reducing recurring technical issues by 30%
- Trained and supported over 50 end-users, enhancing their proficiency with IT systems and reducing help desk tickets by 15%
- Collaborated with cross-functional teams to optimize IT workflows, cutting response time for critical issues by 20%
IT Technical Support
Areka for Investment CO. LTD
10.2021 - 05.2022
- Managed and maintained IT systems, hardware, and software for office and field operations, improving system reliability by 20%
- Diagnosed and resolved system and network issues, achieving a 90% customer satisfaction score through effective troubleshooting
- Streamlined the IT ticketing system, achieving a 20% reduction in average resolution times
- Documented IT processes and procedures, improving onboarding efficiency for new employees and ensuring compliance with organizational standards
Network Engineer
Farmer's Commercial Bank
09.2019 - 08.2021
- Designed and implemented a secure and scalable network infrastructure, enhancing system reliability and reducing downtime by 20%
- Monitored and optimized network performance, identifying and resolving bottlenecks to achieve a 99.9% network uptime
- Installed and configured routers, switches, and firewalls, improving data flow efficiency across the organization's infrastructure
- Collaborated with IT teams to implement advanced security measures, reducing unauthorized access incidents by 40%
- Supported cross-departmental operations by troubleshooting complex network issues, achieving a 95% resolution rate within service-level agreements (SLAs)
Help Desk Support
Doha Specialist Hospital
07.2017 - 08.2019
- Provided first-line support for over 100 users, achieving a 90% first-contact resolution rate and significantly reducing downtime
- Troubleshot hardware, software, and network issues, resolving an average of 50+ tickets per week within defined service-level agreements (SLAs)
- Maintained and updated IT systems, ensuring optimal performance and reducing recurring technical issues by 25%
- Collaborated with IT teams to streamline support processes, reducing ticket resolution times by 20% and improving overall user satisfaction
Education
Bachelor's degree - Computer Science and Information Technology
University Of Bahri
Khartoum, Sudan01.2017
Skills
- Skilled in Remote Access Tools
- Network Security Management
- Analytical Problem Solving
- Team Leadership
- Microsoft Office Suite
- Network administration
- Ticketing system experience
- Virtualization technologies
- System configuration
- Advanced troubleshooting
- System administration
- Linux programming and administration
Certification
- Google IT Support Professional Certificate - Google.
- CompTIA Network+ - Computing Technology Industry Association.
- Learning Linux Command Line - LinkedIn Learning.
- ITIL Foundation Certification
- Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
- Cisco Certified Network Associate (CCNA) - Cisco Systems.
Languages
Arabic
Native or Bilingual
English
Professional Working
Timeline
IT Technical Support Specialist
Abdul Khaliq Abdul Salam Al Sharif & Co.
08.2024 - Current
IT Support Engineer
Smart Data Information Technology LLC
06.2022 - 06.2024
IT Technical Support
Areka for Investment CO. LTD
10.2021 - 05.2022
Network Engineer
Farmer's Commercial Bank
09.2019 - 08.2021
Help Desk Support
Doha Specialist Hospital
07.2017 - 08.2019
- Google IT Support Professional Certificate - Google.
- CompTIA Network+ - Computing Technology Industry Association.
- Learning Linux Command Line - LinkedIn Learning.
- ITIL Foundation Certification
- Microsoft Certified, Azure Fundamentals (AZ-900) - Microsoft.
- Cisco Certified Network Associate (CCNA) - Cisco Systems.
Bachelor's degree - Computer Science and Information Technology
University Of Bahri
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