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Yousef Abushammalla, Technical support engineer

Yousef Abushammalla

Technical support engineer ·ABYAT MEGASTORE

Kuwait

Bachelor's degree, computer Sciences

Work experience

Total years of experience: 18 years, 6 months

Technical support engineer

January 2011 - Present

ABYAT MEGASTORE

Kuwait

January 2011 - Present

• Delivered exceptional customer support by efficiently managing and logging incoming calls for 1st Line IT issues.
• Provided technical assistance for Servers, Desktops, Laptops, and peripherals, ensuring quick resolution of user inquiries.
• Supported a diverse user base of over 900 individuals, enhancing overall user satisfaction and productivity.
• Demonstrated strong problem-solving skills by consistently answering an average of 100 IT calls daily, prioritizing urgent issues.
• Collaborated with team members to improve support processes and reduce response times, contributing to a more streamlined workflow.
• Developed a keen understanding of IT systems and user needs, positioning myself for advancement to IT Senior Support roles.
Company industry:
Retail & Wholesale
Job role:
Administration

IT HELPDESK SUPPORT

January 2008 - January 2011

AGILITY LOGISTIC

January 2008 - January 2011

• Responsible for managing and logging incoming calls while delivering exceptional customer support for 1st line issues related to servers, desktops, laptops, and peripherals.
• Supported a user base of over 300, efficiently answering an average of 40 IT calls daily.
• Provided comprehensive technical support over the phone, ensuring user satisfaction and quick resolution of issues.
• Handled incoming incidents via phone and email with promptness and effectiveness, improving response times.
• Diagnosed and resolved a diverse range of technical issues, enhancing overall service quality.
• Successfully transitioned from 'IT Helpdesk Support' to the target role of 'IT Senior Support, ' demonstrating growth and commitment to professional development.
Company industry:
Distribution, Supply Chain & Logistics
Job role:
Other

Education

European global university - usa

February 2019

February 2019

Bachelor's degree, computer Sciences

Kuwait

AL- Azhar University

January 2002

January 2002

Bachelor's degree, Computer Maintenance and Communication

Kuwait

Bachelor's degree, computer Sciences

courses: CCNA: Cisco Certified Networking Associate •MCSE •EXCHANGE2010: Microsoft Email Exchange 2010

Skills

CUSTOMER SUPPORT
Expert
CUSTOMER SUPPORT
Expert
DESKTOP PC
Expert
DESKTOP PC
Expert
LAPTOP COMPUTERS
Expert
LAPTOP COMPUTERS
Expert
PERIPHERALS
Expert
PERIPHERALS
Expert
SERVERS
Expert
SERVERS
Expert
outlook
Expert
outlook
Expert
operating systems
Expert
operating systems
Expert
computer hardware troubleshooting
Expert
computer hardware troubleshooting
Expert
windows server
Intermediate
windows server
Intermediate
system administration
Beginner
system administration
Beginner
CCNA
Intermediate
CCNA
Intermediate
Installation
Expert
Installation
Expert
Technical Support
Expert
Technical Support
Expert
IT Technical Support
Expert
IT Technical Support
Expert
Desktop Support
Expert
Desktop Support
Expert
Customer Service
Expert
Customer Service
Expert
Troubleshooting
Expert
Troubleshooting
Expert
Sales
Intermediate
Sales
Intermediate
Management
Intermediate
Management
Intermediate
Science
Intermediate
Science
Intermediate
Marketing
Intermediate
Marketing
Intermediate
Project Management
Intermediate
Project Management
Intermediate
Microsoft Excel
Intermediate
Microsoft Excel
Intermediate
Training
Intermediate
Training
Intermediate
Computer Engineering
Expert
Computer Engineering
Expert
IT
Expert
IT
Expert
Computer Science
Expert
Computer Science
Expert
Networks
Intermediate
Networks
Intermediate
Computer Maintenance
Expert
Computer Maintenance
Expert
ADSL
Expert
ADSL
Expert
ADMINISTRATION
Intermediate
ADMINISTRATION
Intermediate
Microsoft Office
Expert
Microsoft Office
Expert
ANTI VIRUS
Expert
ANTI VIRUS
Expert
ACTIVE DIRECTORY
Expert
ACTIVE DIRECTORY
Expert
MICROSOFT WINDOWS
Expert
MICROSOFT WINDOWS
Expert