Technical Support Engineer
Zain - Sudan
Total years of experience :7 years, 0 Months
Perform installations, upgrades, and troubleshooting for 80+ users and 120 devices, including
laptops, desktops, printers, and smartphone devices
Configure and install local servers, execute hardware and software upgrades, and support
disaster recovery and backup procedures
Install firewalls and anti-virus software and deploy 2-factor authentication to ensure data
integrity and cybersecurity for highly sensitive legal documentation
At my previous company, I remember one customer had an issue that kept happening. The
common fixes we were using were only temporarily solving the problem. After doing a bit of
research, I was able to design and develop a new solution.
I first gather info and facts from the customer, then identify and verify the issue. Next, I try
common quick fixes. If that’s not successful, I use additional resources to research the issue.
Once a solution is found, I perform appropriate repairs or replacement if necessary. After the
solution is implemented, I test thoroughly to ensure everything is OK.
Successfully resolved over 95% of customer technical issues within the first contact, exceeding
the company's target of 90% and improving customer satisfaction by 15%.
Led the successful implementation of a new ticketing system, resulting in a 20% increase in
ticket resolution efficiency and improved response time by 30%.
