IT Engineer
Sharjah Research Technology and Innovation Park (CO2MENA)
Total years of experience :3 years, 10 Months
• Prioritized critical issues and maintained efficient ticket resolution (Jira).
• Successfully resolved 80% of remote support requests without on-site visits.
• Achieved a first-call resolution of 85%, resolving technical issues during the initial contact.
• Reduced escalations, improved user experience, and reduced system downtime by 30%.
• Minimized business disruptions and enhanced productivity.
• Conducted training sessions for end users on software best practices (Mircosoft Teams).
• Managed an average of 44 tickets per day with an 85% closure rate within the Service Level Agreement (SLA).
• Developed comprehensive user manuals, resulting in 25% fewer repeat inquiries.
• Identified and resolved critical issues promptly (Jira, Python).
• Worked on an 83% decrease in error rate within three months.
• Logged and managed incidents using a tracking system (Jira).
• Resolved errors and issues to ensure the smooth operation of the system.
• Improved the performance of the existing system.
• Provided top-tier support to the clients (stores) using a support ticketing system.
• Reduced average incident resolution time by 20% through efficient troubleshooting and prioritisation (Jira).
• Improved collaboration between development and Quality Assurance teams (Jira).
• Reduced defects before the deployment of three software systems on local servers using Linux OS (Ubuntu).
• Improved the performance of existing systems for a wide range of users.
• Developed comprehensive user manuals.
• Developed and maintained the client side of the company's website.
• Collaborated with developers, designers, and stakeholders.
• Ensured the delivery of high‑quality and user‑friendly website pages.
• Tested, debugged, and troubleshot the website across browsers and devices.
• Implemented performance optimisation best practices.
• Documented and updated web development processes and standards.
• Worked on technical reports and measured the completion and success of each software component.