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Ayman Tahlil, IT Support Specialist

Ayman Tahlil

IT Support Specialist·Gfk

Saudi Arabia

High school or equivalent, General Studies

Work experience

Total years of experience: 9 years, 2 months

IT Support Specialist

September 2021 - October 2023

Gfk

Riyadh, Saudi Arabia

September 2021 - October 2023

Performed IT support and resolved technical issues, both software and hardware, contributing to a 20% increase in efficiency.
Supported over 50+ employees help desk issues on a daily basis, ensuring minimal downtime.
Maintained IT systems with a 100% resolution rate within 24 hours.
Modernized the IT infrastructure and increased its availability; virtualized workloads by 50%.
Implemented IT systems redundancy across the network, reducing system errors by 25%.
Collaborated with other IT staff to ensure smooth operation of systems and networks.
Performed remote troubleshooting using diagnostic techniques.
Ensured proper recording, documentation, and closure.
Worked with vendors to reduce equipment cost by over 20%.
Maintained an inventory of all IT equipment, software, and license users.
Company industry:
IT Services
Job role:
Information Technology

Customer Service Representative

June 2018 - August 2021

Saadeddin Pastry

Riyadh, Saudi Arabia

June 2018 - August 2021

Managed over 300 inbound/outbound calls per day in a timely manner.
Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Improved sales abilities and product knowledge on continuous basis to provide optimal service.
Resolved 90% of customer complaints within the first call, improving first-call resolution rates.
Met and maintained company quotas with a 97% call average for excellent customer service.
Friendly demeanour, increased regular customer loyalty by 25%.
Coordinated solutions for over 80 customer inquiries per day while meeting and exceeding performance quotas.
Attracted customers by promoting the product and company positively, answering questions and addressing concerns as they arise.
Company industry:
Catering, Food Service, & Restaurant
Job role:
Customer Service and Call Center

Employee Service Representative

June 2016 - May 2018

Fawaz Abdullaziz Al Hokair & Co

Riyadh, Saudi Arabia

June 2016 - May 2018

Processed over 100 inbound/outbound calls per day and accurately assisted employees.
Used customer relationship management (CRM) to acquire employee database information to produce monthly reports.
Managed a work load of over 100 service request per day.
Transcribed information provided by employees using CRM to verify data integrity and completeness for recordkeeping accuracy.
Rated 5/5 on over 40 surveys when asked how was the service.
Provided consistent, reliable information to employees and team members.
Coordinated structural repairs to maintenance for store issues and/or renovations.
Reported employee feedback and concerns to brand managers to formulate solutions.
Company industry:
Retail & Wholesale
Job role:
Customer Service and Call Center

Customer Service Representative

July 2014 - March 2016

Flynas

Riyadh, Saudi Arabia

July 2014 - March 2016

Handled over 200 inbound/outbound calls per day and booked travel arrangements for customers.
Responded to customer inquiries regarding the airline, flight, and travel information.
Demonstrated excellent knowledge of airline policies and procedures, resulting in a reduction of customer complaints.
Reduced average call handling time by 15% without compromising on service quality.
Demonstrated exemplary service to customers with an outcome of increased customer retention by 13%.
Monitored customer feedback and provided management with insights on customer sentiment.
Worked well with a team to address challenges and solve problems collaboratively.
Maintained up-to-date knowledge of destination facilities and events to provide customers with reliable answers to specific inquiries.
Company industry:
Airlines
Job role:
Customer Service and Call Center

Education

Pakistan international school

July 2013

July 2013

High school or equivalent, General Studies

Saudi Arabia

Skills

Network Security
Expert
Network Security
Expert
Network Troubleshooting
Expert
Network Troubleshooting
Expert
CCNA Certified
Expert
CCNA Certified
Expert
IT Technical Support
Expert
IT Technical Support
Expert
Network Administration
Expert
Network Administration
Expert
QoS
Beginner
QoS
Beginner
Load Balancers
Intermediate
Load Balancers
Intermediate
System Administration
Intermediate
System Administration
Intermediate
Windows Powershell
Intermediate
Windows Powershell
Intermediate
Python
Beginner
Python
Beginner
FHRP
Intermediate
FHRP
Intermediate
Communication
Expert
Communication
Expert
Multitasking
Expert
Multitasking
Expert
Teamwork
Expert
Teamwork
Expert
Network Troubleshooting
Intermediate
Network Troubleshooting
Intermediate
Always Learning
Expert
Always Learning
Expert
Routing Protocols
Expert
Routing Protocols
Expert
Cisco CLI
Intermediate
Cisco CLI
Intermediate
VLAN Configuration
Expert
VLAN Configuration
Expert
Critical Thinking
Expert
Critical Thinking
Expert
Problem Solving
Expert
Problem Solving
Expert
Hardware Maintenance
Intermediate
Hardware Maintenance
Intermediate
Work Ethic
Expert
Work Ethic
Expert
Network Administration
Intermediate
Network Administration
Intermediate
Network Security
Intermediate
Network Security
Intermediate
Wireless Configuration
Intermediate
Wireless Configuration
Intermediate
Network Automation
Intermediate
Network Automation
Intermediate
Linux Bash
Intermediate
Linux Bash
Intermediate
VMWare
Beginner
VMWare
Beginner
VPN/MPLS
Beginner
VPN/MPLS
Beginner
TCP/IP
Expert
TCP/IP
Expert
LAN/WAN Configuration
Intermediate
LAN/WAN Configuration
Intermediate
Active Directories
Intermediate
Active Directories
Intermediate
Syslog/SNMP
Intermediate
Syslog/SNMP
Intermediate
NAT
Intermediate
NAT
Intermediate
Wireless Security
Intermediate
Wireless Security
Intermediate
IPv4/IPv6
Expert
IPv4/IPv6
Expert
Cloud Computing
Beginner
Cloud Computing
Beginner
ACL
Intermediate
ACL
Intermediate
DHCP
Expert
DHCP
Expert
DNS
Intermediate
DNS
Intermediate
Telnet/SSH
Intermediate
Telnet/SSH
Intermediate
Time Management
Expert
Time Management
Expert
Easily Adaptable
Expert
Easily Adaptable
Expert
Attention to Detail
Expert
Attention to Detail
Expert
NTP
Intermediate
NTP
Intermediate
Pressure Handling
Expert
Pressure Handling
Expert
Zendesk
Intermediate
Zendesk
Intermediate
Remote Desktop Protocol
Intermediate
Remote Desktop Protocol
Intermediate

Languages

Arabic
Expert
English
Expert

Training and Certifications

Certifications
Google IT Support Professional
Jan 2023
Cisco Certified Network Associate (CCNA)
Oct 2023 - Oct 2026
Show credentials