Wael Jamal
ServiceDesk & User Support Manager
Summary
Experienced IT Manager adept at leading internal IT support teams, evaluating skills and performance, and ensuring high standards of end-user service. Actively monitors and responds to user queries, establishing best practices for technical support. Proficient in identifying areas for improvement, evaluating team productivity, and collaborating with internal teams, including security, to enhance cross-functional problem-solving. Dedicated to providing outstanding first-level technical support while strategically planning and building IT infrastructure to meet organizational needs.
Overview
15
15
years of professional experience
6
6
Certifications
Work History
ServiceDesk & User Support MANAGER
Jeddah Airports Company (JEDCO)
3 2023 - Current
- Managed specialist team to provide technical assistance and customer service.
- Coached employees through day-to-day work and complex problems.
- Championed process improvements through regular evaluations and recommendations, leading to overall better service delivery.
- Monitored employee and customer interactions to assess quality of service.
- Reduced response time to customer inquiries, streamlining communication channels and workflow processes.
IT Support Specialist
Jeddah Airports Company (JEDCO)
2022.01 - 2023.03
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Configured hardware, devices, and software to set up work stations for employees.
- Deliver onsite technical support for [1100+] employees
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Created user accounts and assigned permissions.
IT Support Technician
General Authority of Civil Aviation (GACA)
2009.04 - 2021.12
- Streamlined IT processes for increased efficiency and reduced downtime.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Exceeded customer satisfaction targets with prompt response times and thorough issue resolution.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
Education
Bachelor of Science - Computer Science
2001.04 - 2008.05
Skills
Decisive Decision-Making
Certification
MCSA Windows server 2019 | Server Hybrid Administrator
Languages
Arabic
Native language
English
Advanced
C1
Timeline
MCSA Windows server 2019 | Server Hybrid Administrator
2024-07
IT Support Specialist - Jeddah Airports Company (JEDCO)
2022.01 - 2023.03
(YOUNG PROFESSIONAL Program 2011), spent 3 months in Frankfurt Airport - Germany (scholarship) for trainees' certificates, contains: Certificate of Achievement from Frankfurt Airport, Germany, Change Management, Presentation Skills, Time & Self-Management, Teambuilding, PRINCE 2 - Project Management (Foundation Examination)
2012-05
IT Support Technician - General Authority of Civil Aviation (GACA)
2009.04 - 2021.12
Umm Al-Qura University - Bachelor of Science, Computer Science
2001.04 - 2008.05
ServiceDesk & User Support MANAGER - Jeddah Airports Company (JEDCO)
3 2023 - Current
Certificate of passing Network + course
Certificate of Completion in CCNA (Cisco Certified Network Associate)
11 Certificates from New Horizons Center
Online certificates: Change Management, Best Practices and Improved Skills in Computer-Aided Drawing, Professional in Maintaining Customers, Awareness of Cybersecurity Risks, Character Types, Problem Solving
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