Omar Alqahwaji

+ Trained new employees on technical support processesand
procedures; answered questions as needed.
+ Researched new technologies to improve customer service
procedures; implemented solutionsas needed.
« Referred major hardware and softwareproblems and
defectiveproducts to vendors and technicians for service.
+ Configured and tested new hardware and software.
« Provided technical support for customers via phone, email and
chat; responded to customer inquiries promptlyand
professionally.
« Set up equipment for employee use, performed and ensured
proper installation
+ of cables, operating systems, and appropriate software.
+ Provided customers with overview of installation activity, site
specific information, and access to technical contacts.

head of technical support team in Execution building

• Embedded on-site at the Supreme Judiciary Council (SJC) as part of a Meeza managed services engagement,
delivering IT support within a high-security government environment and adhering to strict operational and
confidentiality protocols.
• Provided end-to-end technical support for 350+ end-users across the organisation, maintaining high satisfaction and
SLA compliance.
• Managed an average of 250+ support tickets annually, ensuring timely resolution of hardware, software, and network
incidents.
• Trained and onboarded 100+ employees on IT systems, support processes, and ticketing procedures, reducing
resolution times significantly.
• Led hardware/software deployment projects including OS imaging, cabling, and application installation across 200+
endpoints.
• Managed SCCM, Active Directory, and ManageEngine workflows to automate patch deployment and user
provisioning.
• Researched emerging technologies and implemented solutions that improved team efficiency by 20%.
• Installed and maintained CCTV systems, Cisco phones, and Office 365 applications (SharePoint, OneDrive,
PowerApps).
• Designed and deployed an internal ticketing system using PowerApps and SharePoint Lists, a booking system via
Microsoft Bookings, and Microsoft Forms solutions for both internal and external use — eliminating manual processes
and improving request tracking across departments.

• Monitored weather conditions closely prior to takeoffs or landings;.
Coordinated with other departments within an organization
regarding scheduling needs associated with air transportation
operations;.
• Assisted senior management team in developing strategies aimed at
improving
« overall efficiency within the department.
« Received and prepared work orders in alignment with established
procedures. Provided guidance to subordinates on the proper
handling of hazardous materials while adhering to FAA regulations.
• Monitored personnel and equipment locations and utilization to
coordinate service.

• Managed logistics and IT coordination for transportation operations during a major sporting event.
• Supervised staff scheduling and ensured compliance with operational protocols and safety regulations.
• Coordinated cross-departmentally to optimize service delivery and personnel deployment.

Technical support engineer + Functional support engineer for Supreme Judiciary Council Systems

• Diagnosed and resolved hardware/software issues using structured troubleshooting methodologies.
• Analyzed system logs to proactively identify and mitigate recurring technical issues.
• Configured and tested new workstations, ensuring systems met deployment standards before rollout.
• Developed internal knowledge base articles to reduce repeat incidents and improve first-call resolution.

• Diagnosed issues through process of elimination by asking
probing questions. Configured and tested new hardware and
software.
• Analyzed system logs regularly to identify any potential
problems or areas for improvement.
• Identified trends in user errors; developed strategies to
minimize or eliminate future occurrences.
• Assisted internal teams with setting up new computers for staff
members; tested systems prior to deployment.

Training

• Provided on-site technical support for broadcast production lines, minimising operational downtime.
• Installed and configured broadcast software and hardware for newsroom operations.
• Documented all maintenance activities and prepared equipment for user delivery.

• Created detailed documentation of all maintenance activities.
• Assisted in the installation of new production lines by providing
technical support during commissioning activities.
• Inspected equipment and read order sheets to prepare for
delivery to users.