Sara Sholan
Riyadh
Summary
Knowledgeable ticketing systems administrator with expert technical support knowledge, attention to detail and planning abilities. Diligent about following through on issues and resolving concerns for optimum system operations.
Overview
1
1
Certification
Work History
Technical support specialist
Aljeraisy /Ministry of Economy and Planning 2020-2022, Emicrom company 2022,current.
riyadh
- Received Tickets from service desk.
- Install, configure, and maintain hardware devices such as computers, printers, scanners, and peripherals.
- Install, configure, and troubleshoot software applications, operating systems, and utilities.
- Referred to internal knowledge base to quickly locate and apply up-to-date troubleshooting steps.
- Provide remote assistance to users using remote desktop software or remote access tools.
- Document troubleshooting procedures, solutions, and best practices for future reference.
- Share knowledge and collaborate with team members to improve support efficiency and effectiveness.
- Perform hardware upgrades, replacements, and repairs as needed.
- Provided end-user support for hardware and software issues, resolving tickets within agreed SLA targets.
- Diagnosing and resolving technical issues, including hardware failures, software errors, network problems, and performance issues, in a timely manner.
- A weekly report about measuring beneficiary satisfaction.
- A monthly report about the most technical issues raised in ticketing system.
- Excel Dashboard about device requests raised in ticketing system.
- Measuring 11th government digital transformation.
- Measuring 12th government digital transformation.
System administrator
Emircom/Ministry of economy and planning,2022-current.
Riyadh
- System Administration for Ticketing system.
- categorizing, prioritizing, and managing tickets based on urgency, impact, and SLA requirements.
- Knowledgeable about integrating ticketing systems with other IT tools and platforms to automate processes and improve overall efficiency.
- User Training and Support staff on how to use the ticketing system.
- monitor the health and performance of the ticketing system.
- Review and optimize system configurations to improve performance and usability.
- Resolve user inquiries and troubleshoot issues related to the ticketing system.
- review and refine ticketing processes to streamline workflow and improve efficiency.
- Managing user accounts, Permissions, access control across IT systems.
- generating and analyzing reports and metrics within ticketing systems to track performance.
- Proficiency in customizing ticketing system settings, fields, forms, and notifications to align with organizational requirements and workflows.
Education
Bachelor of information technology -
Princess Nourah Bint Abdulrahman University
Riyadh2020
Skills
- Technical support.
- Customer Service.
- User Support.
- Technical analysis.
- Program installations.
- Hardware and software installation.
- Microsoft office.
- Excel Dashboard.
- SQL.
- Teamwork.
- Time Management.
- Adaptability.
- Leadership.
- Creativity.
- Communication.
- Problem-Solving.
- Data collection and analysis.
- Reporting and documentation.
- Troubleshooting and Maintenance.
- System ticketing administrator.
- Incident Management.
Languages
Arabic
Native
English
Intermediate
B1
Certification
- VMware Certifcated Technical Associate Data Center Virtualization.
- ManageEngine Certificated Product Associate.
- ITIL Foundation Certificate in IT Service Management.
Timeline
Technical support specialist
Aljeraisy /Ministry of Economy and Planning 2020-2022, Emicrom company 2022,current.
System administrator
Emircom/Ministry of economy and planning,2022-current.
Bachelor of information technology -
Princess Nourah Bint Abdulrahman University
- VMware Certifcated Technical Associate Data Center Virtualization.
- ManageEngine Certificated Product Associate.
- ITIL Foundation Certificate in IT Service Management.
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