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Shahd Abubaker, IT Specialist

Shahd Abubaker

IT Specialist·TDM Group

Jordan

Bachelor's degree, Computer Software Engineering

Work experience

Total years of experience: 9 years, 9 months

IT Specialist

August 2022 - Present

TDM Group

Amman, Jordan

August 2022 - Present

- Providing 1st and 2nd line technical support.
- Worked with customers based in Europe, UK, USA, Canada, Singapore, Spain, Jordan, Japan, France and UAE in a 24/7 in-bound call center environment.
- Handle customer support calls in a timely and accurate manner.
- Managing hundreds of user’s accounts through Microsoft Active Directory and Microsoft Exchange.
- Support, troubleshoot and identify network connectivity issues and remote access problems.
- Providing telephone support (desk phones and mobiles).
- Working with different desktop environments such as Citrix.
Company industry:
IT Services
Job role:
Information Technology

Customer Care Technical Support Officer

October 2020 - February 2022

Umniah

Amman, Jordan

October 2020 - February 2022

-Responsible of solving customer complains on a next level
-Handling inbound calls from Umniah shops via hotline to answer their inquires and solving problems
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Presales Support

January 2020 - April 2020

Umniah

Amman, Jordan

January 2020 - April 2020

-Handling each proposal into the approved technical and financial templets for the sales team in the enterprise department
-Handling basic requests from the sales team such as on-the-shelf products
-Coordination tasks with the engineering and sales teams related to preparing proposals
-Follow with the sales team on regular basis to update the submitted projects status
Company industry:
Telecommunications
Job role:
Sales

Social Media Agent

October 2019 - April 2020

Umniah

Amman, Jordan

October 2019 - April 2020

-Adapt the Umniah voice and communicate with social media followers and customers over channels
including Facebook, Instagram, Twitter, Umniah app and website
-Provide excellent customer service with a high attention to detail in writing/editing
Presales Support
Umniah
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Customer Care Representative

March 2018 - April 2019

Umniah

Amman, Jordan

March 2018 - April 2019

-Using the knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems
-Speak with customers, listen to them gain a better understanding of their needs, and offer possible solutions
Company industry:
Telecommunications
Job role:
Customer Service and Call Center

Assistant Store Manager

July 2017 - November 2017

Subway

Amman, Jordan

July 2017 - November 2017

-Supervises daily operations to ensure food safety, product preparation, cleanliness and inventory control are maintained. Responsibilities include scheduling and supervising staffs
-The ability to provide an exceptional in-store customer experience for guests is expected
Company industry:
Catering, Food Service, & Restaurant
Job role:
Administration

IT System Administrator and Technical Support Officer

December 2015 - April 2017

Philadelphia Pharmaceuticals

Jordan

December 2015 - April 2017

-Monitoring and maintaining the computer, server systems and networks for HQ and factory organization
-Monitoring and maintaining as a application manager for the ERP system
Company industry:
Pharmaceutical Manufacturing
Job role:
Information Technology

IT Technical Support Specialist

January 2015 - November 2015

Grand IT

Amman, Jordan

January 2015 - November 2015

-Monitoring and maintaining the computer, server systems and networks for enterprise organizations
-Installing and configuring computer systems, diagnosing hardware and software faults and solving technical and applications problems, either over the phone or in person
Company industry:
IT Services
Job role:
Information Technology

Education

Al Ahliyya Amman University

October 2022

October 2022

Bachelor's degree, Computer Software Engineering

Jordan

Skills

Analytical Skills
Intermediate
Analytical Skills
Intermediate
Help Desk Support
Expert
Help Desk Support
Expert
IT Operations
Expert
IT Operations
Expert
Communication
Expert
Communication
Expert
Problem Solving
Expert
Problem Solving
Expert
Computer Repair
Expert
Computer Repair
Expert
Social Media
Intermediate
Social Media
Intermediate

Languages

Arabic

Expert

English

Expert