End User Support
Abu Dhabi Agriculture & Food Safety Authority
Total years of experience :14 years, 3 Months
Provided computer help desk support and technical training on hardware/software to end-users.
Research and identify solutions to software and hardware issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits.
Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
Properly escalate unresolved issues to appropriate internal teams (e.g., software developers).
Provide prompt and accurate feedback to customers.
Refer to internal database or external resources to provide accurate tech solutions.
Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
Prepare accurate and timely reports.
Document technical knowledge in the form of notes and manuals.
Managing the IT help desk and providing instant solutions to IT issues
Manage the operation center & Reporting directly to the Security and Operation Manager and also contact and coordinate with Private Security Business Department in case any incident or emergency and making weekly reports and statistics for the officials and also helping my colleagues if they have any computer’s or technical problem.
Managing the IT support and providing instant solutions to IT issues
Responsible for diagnosing & resolving hardware, software & end users problems. Acting as the first point of contact for all IT & technical queries.
Investigate specialist and complex IT support issues.
Provide secondary support for LAN administration.
In-depth knowledge of Microsoft Windows client operating systems, XP, 7, 8.1 and 10 / Windows & Microsoft Office up to Office 2013.
Manage the Executive Office.
Training in Information Technology offece
Examination of the information
Data entry
Typing letters
Extract Performance Reports
Bachelor of Commerce & Business Administration Specialization : Management Information Systems
