Call Centre Agent - IT Service Desk
Resume:
MUJAHED AHMED ALI AHMED
C O N T A C T M E A
United Arab Emirates
*.**********@*****.***
UAE Driving License
ITIL V4 Foundation
Certificate in IT Service
Management
Nationality: Sudanese
Courses & Training
ITIL V4
CCNA
MCSA
MS office 365
Oracle Forms 6i
Oracle 10g DBA
Linux OS course
Languages
Arabic (Native)
English
Skills
Handling ticketing system to resolve
user incident with SLA.
Assisting users over phone and
remotely with Application issue-related
concerns.
Utilizing technical training to resolve
concerns related to software
functionality.
Highly motivated IT Service Desk looking for a position where i can apply my knowledge and experience. I assure you that I will discharge my duties to the best of my abilities. With experience handling ticketing system. Onsite & Remote troubleshoot &, install software, drivers and addressing user concerns. Strong organizational skills to think strategically and react quickly to internal and external needs. Experience
Communication Administrative at Dubai Municipality (DM) Sep 2022 – Until now.
Taking inbound calls, from customers about incidents related to health and safety or food safety matters and general inquiries related to permits and circulars of Dubai Municipality.
Receiving companies calls to assist them through required permits and related trade license renewal.
Forwarding cases that needs technical consultation between departments for best resolution.
Reporting any issues through the system notifications to the technical department.
Follow up with our customers if they are facing any delay with our services in other departments via E-mail.
EXPO 2020 Operation Center Oct 2021 - Mar 2022
Increased productivity and revenue streams through effective change management practices.
Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
Led employee relations through effective communication, coaching, training and development.
Coordinating with Dubai police and DCAS in accident cases urgently.
Administrative Assistant
Dubai Health Authority (DHA) 2020 - 2022.
Communicated with supervisor regarding issues related to case management, resourcing, service collaboration and development of new resources.
Served as case coordinator, assuming responsibility for complex, high-volume assignments and guiding endeavors to successful completion.
Provided safety planning, crisis intervention, and case management to clients.
Education
MSc in Computer Science Gezira University 2014.
BSc in Computer Science Gezira University 2010.
ITIL V4 Foundation Certificate in IT Service Management.
Contact this candidate