Abubakr Suliman

• Provide technical support to users regarding software, hardware, and network issues.
• Troubleshoot and resolve IT issues in person, remotely, and via phone.
• Install, configure, and maintain computer systems and peripherals.
• Ensure security and privacy of systems and network infrastructure.
• Document technical procedures and solutions for knowledge base.

• Equipment and Software Operational Support including:
• Provide technical support and troubleshooting assistance to end users regarding hardware, software, and network-related issues.
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Administer and support email, including setup and troubleshooting of Outlook and other email clients.
• Document technical procedures and create knowledge base articles to facilitate eficient issue resolution.
• Ensure compliance with company security policies and procedures by implementing and enforcing best practices.
• Provides guidance and training to staf in resolving problems and queries.

• Assisted clients in resolving technical issues related to software applications, operating systems, and hardware components.
• Incorporated new technologies into existing systems to improve information management and security
• Directed staf in providing quality support to all system users
• Organized routine maintenance to keep computer systems performing efectively and secured against unauthorized access
• Provided training and guidance to end-users on utilizing software applications and IT systems efectively.
• Directed and planned installation and maintenance of computer hardware and software
• Service After sales ERP System.

• Provide first-line technical support to end-users via phone, email, and ticketing system, resolving issues promptly and eficiently.
• Diagnose and troubleshoot hardware, software, and network problems, escalating complex issues to senior technicians or appropriate teams.
• Install, configure, and maintain desktops, laptops, printers, and other peripherals.
• Collaborate with IT teams to implement and maintain IT infrastructure projects, such as software upgrades and network expansions.
• Document and update technical procedures, knowledge base articles, and FAQs to facilitate self-service support and improve eficiency.

• Respond to requests for technical assistance in person, via phone, electronically.
• Diagnose and resolve technical hardware and software issues.
• Research questions using available information resources.
• Advise user on appropriate action.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Redirect problems to appropriate resource.

Key Achievements:

• Implemented a system for proactive monitoring of network performance, reducing downtime by 20%.
• Led the migration of company email system to Microsoft 365, improving reliability and user experience.
• Received consistently positive feedback from users, achieving a satisfaction rating of 95% in annual surveys.