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Mai Mustafa Ali Al-Saadi, Information Technology Support Specialist (IT Support Specialist)

Mai Mustafa Ali Al-Saadi

Information Technology Support Specialist (IT Support Specialist)·Alef Education

United Arab Emirates

Diploma, MCTS certificate

Work experience

Total years of experience: 14 years, 11 months

Information Technology Support Specialist (IT Support Specialist)

December 2018 - Present

Alef Education

Abu Dhabi, United Arab Emirates

December 2018 - Present

*Maintaining Uptime and stability of OS (Windows 2008 & 2012) based server systems for all applications more than 30 servers (Physical and virtual).
*End User support for Windows XP / 7 / 8.1 and Windows 10
All types of desktop support activities.
*Installation and Technical support for All servers - Physical and virtual.
*Configurations of windows file sharing and user level permissions as per the grade of employees.
*Active Directory user management and manipulation and user rights Management.
*Troubleshooting / repairs of hardware for all types of desktop PCs, Laptops and Printers.
*Coordinate with IT vendors for procurement of IT assets
*Attend and troubleshoot end user tickets/incidents
*Managing incident, request, problem & IMAC
*Coordinate between users and resolver groups on P1, P2 and P3 incidents.
*Maintaining the inventory database.
Handling the coordination between other IT teams.
Assisted and review the planning and design of IT infrastructure architecture.
Windows Server/Desktops Installations and Licensing.
Application support for the end users.
*Managing the purchase orders (Hardware & Software Components +Contracts)
*Install antivirus software and oversee software license renewals.
*Performing IT Checklist Tasks to ensure Minimum Interruptions and failures, and
Maximum business continuity, by ensuring daily operations and monitoring Performance.
Escalate to respective resolver group
*Daily checklist to ensure optimal operation of IT infrastructure

Company industry:
Primary, Prep, & Secondary School
Job role:
Information Technology

Technical Support Engineer

April 2018 - September 2018

Computer Network Systems

Dubai, United Arab Emirates

April 2018 - September 2018

*Work on Help Desk tickets that come in via phone or email.
*Server-side support- working with Windows Server, VMware.
*Desktop support - working with Windows XP, Vista and Windows 7, Windows 10.
*Monitor and manage system alerts and notifications, and respond accordingly through service tickets.
*Support technical issues involving Microsoft’s core business applications and operating systems.
*Escalate unresolved issues to the 2nd Level support.
Installation and configuration of workstations.
*Advance technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
*Install and configuration of a variety of Line of Business Applications.
Proactively monitor storage, servers performance, capacity and hardware healthy.
*Prepare active and resolved incidents.
*Update Help Desk Knowledge Base.
*Supporting and logging high value customers financial and technical inquiries and complaints related to their mobile phones and devices, SIM cards, USBs, IPTVs, landlines and internet over fiber optics and copper networks. Either for home customers or business.
*Troubleshooting LAN /WAN and Wireless Networks.
*Configuring Mails.
*Installing and configuring computer and home routers systems.
*Diagnosing and solving hardware/software faults.

Company industry:
IT Services
Job role:
Information Technology

Software Devloper and Support Assistant

March 2012 - September 2017

Naouri Group

Amman, Jordan

March 2012 - September 2017

Developing Web Applications using ASP.NET 3.5, VB.NET, Visual Studio 2008.
- Programming experience in HTML, JavaScript, AJAX and CSS.
- Database Management System (SQL server 2005, 2008).
- Object-Oriented Design in Development.
- Web Services.
- Reporting services.

Company industry:
Utilities
Job role:
Information Technology

Customer Care Director

November 2010 - January 2012

Jordan Host

Amman, Jordan

November 2010 - January 2012

* Solve and investigate customer’s long-standing or complex problems.
* Communicate politely with customers by email, letter, face to face, and telephone and other equipments.
* Handle entire major incidents related to customers like customer ill health problem or a security issue.
* Visit the customers for the provision of one-to-one service.
* Develop complaints or feedback procedures for the use of customers.
* Maintain the records properly of issuing compensations or refunds to customers.
* Supervise the customer service teams to learn about the products or services of the organization.
* Follow up-to-date with modifications.
* Provide required training to the staff or employees to deliver excellent customer service.
* Develop the customer service standards, policies and procedures for the organization or department.
* Updated and upgraded with the developments and changes in customer service field.
* Read pertinent journals, attending meetings and courses to be aware of the latest things.
* Analyze the data or statistics to identify the customer service level, the organization is providing.

Company industry:
Internet & E-commerce
Job role:
Customer Service and Call Center

Web Developer

October 2011 - December 2011

globitel

Amman, Jordan

October 2011 - December 2011

Web Developer
*worked with SQL commands on SQL Server 2005 Express Edition
*Worked on programming languages: ASP.NET under C#, HTML
*Object oriented Programming
*Worked on Visual Studio 2008

Company industry:
Telecommunications
Job role:
Information Technology

Programmer

October 2010 - January 2011

Arab Open University

Amman, Jordan

October 2010 - January 2011

1- Library Software using Oracle and Microsoft Access 2009

2- Graduation Project:
Integrated Pharmacy system programmed using ASP.NET under VB.NET 2010-2011

Company industry:
Primary, Prep, & Secondary School
Job role:
Teaching and Academics

Education

Excellent Train of Jordan

November 2011

November 2011

Diploma, MCTS certificate

Jordan

GPA (percentage): 80%

GPA (percentage): 80%

MCTS (Microsoft certified Trainee Specialist) *Programming Languages: C#, ADO.NET, ASP.NET *Working

Arab Open University

October 2011

October 2011

Bachelor's degree, Computer Science

Jordan

GPA (point): 3 out of 4

GPA (point): 3 out of 4

Information Technology and Computing

Skills

IT Service Management
Expert
IT Service Management
Expert
System Configuration
Expert
System Configuration
Expert
Software Design
Expert
Software Design
Expert
Web Projects
Expert
Web Projects
Expert
System Requirements
Expert
System Requirements
Expert
Keyboarding in English and Arabic
Expert
Keyboarding in English and Arabic
Expert
Communication skills
Expert
Communication skills
Expert
Office Work
Expert
Office Work
Expert
Requirement Management
Expert
Requirement Management
Expert
System Analysis
Expert
System Analysis
Expert
s.w Testing
Intermediate
s.w Testing
Intermediate
Software Design
Expert
Software Design
Expert
Quality Management
Intermediate
Quality Management
Intermediate
Leadership
Expert
Leadership
Expert
Strong motivation skills and Performance-driven
Expert
Strong motivation skills and Performance-driven
Expert
Customer relation service
Expert
Customer relation service
Expert
Project Management
Expert
Project Management
Expert
Demonstration and Presentation skills
Expert
Demonstration and Presentation skills
Expert
Planning/Organizing Skills
Expert
Planning/Organizing Skills
Expert
Excellent brainstorming abilities
Expert
Excellent brainstorming abilities
Expert
IT Service Desk
Expert
IT Service Desk
Expert
IT Service Management
Expert
IT Service Management
Expert
System Configuration
Expert
System Configuration
Expert
Web Projects
Expert
Web Projects
Expert
System Requirements
Expert
System Requirements
Expert

Languages

Arabic
Expert
English
Intermediate

Training and Certifications

Certifications
ITIL V3
Jan 2019
Oracle 10g – Oracle Developer
Oct 2016
Google Certified Educator
Apr 2018

Training
Digital Marketing Practitioner
Henly Acadmey , Jordan
Aug 2017
Dale Carnegie Jordan, Soft Skills Diploma
Dale Carnegie Jordan
Jan 2017