Technical Support Analyst
Resume:
CORE QUALIFICATIONS
EDUCATION
AMA International University
Isa Town
Bachelor's: business
informatics
Its a combination of Business
Studies & Information
Technologies
2002
Ahmed Al Imran School
Manama
Secondary: Commercial
Studies
INTERESTS
Interests and Activities,
Sports, football, swimming.
Internet and browsing. Cars
show. Modern Fashion. PC
assembling and support Social
Media and Video\Audio\Photo
editing.
CERTIFICATIONS
Oracle PL/SQL certified
Oracle Database SQL
certified
Muntadhar
Mohammed Redha
Atiya
37755669, 17693307
*********.********@*****.***
Northren Governorate, Banijamrah, Bahrain
EXPERIENCE
JUNE2023 -
TRMINATED DUE TO WORKFORCE REDUCTION
08/2019 – 06/2023
Sabre Travel Network Bahrain
Sabre Technical Support Analyst
Middle East
Spoke to customers in multiple languages to resolve problems and answer questions.
Receiving Customer calls 6 days a week / 2 shifts - 8AM to 4PM OR 11AM to 7PM
Handled 10 to 20 of inbound calls per day.
Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency.
Creating a case through a Salesforce web application with the user information to register, transfer, escalate, or for a future reference
Receiving online cases through sabre website or through Email
Actioning an online case by calling the customer and fixing his issue immediately or escalating the case to second level support for site visit if needed
Escalate the case to advanced second level support if more modifications if needed as per customer needs
Microsoft office 365 support and skills
Sabre Software Support Through Phone or remotely if needed
Installing, configuring, troubleshooting sabre application
Installing, configuring, troubleshooting sabre Java Printing Module for printing tickets
Installing, configuring, troubleshooting SCVPN
Networking and Internet security issues
Antivirus and firewall configuration for sabre application access
Hardware installation and troubleshooting, Printers, scanners, PC Peripherals …
Etc.
Built and maintained courteous and effective working relationships.
Customised customer experiences to build brand loyalty.
Troubleshot problems and diagnosed system faults. 05/2016 - 05/2018
Bahrain and Kuwait Restaurants Company, BKRC
AMERICANA
Management Information System in BKRC
Software / Hardware Support for offices and restaurants
Configuring NCR Printers/Cash drawers/POS/barcode scanners
Micros POS System Support and configuration
Micros POS Installation / POS/ Printers /KDS / Cash drawers
Micros Application Support and Maintenance
Configuring Cisco Routers, Networking and Desktop Support
Handling restaurants CCTV Project and give end user support
Store inventory controller and Documentation Controller
Maintaining IT equipment inventory
SQL Statement Calling when needed
Controlling the administrator server and exchange server
Configuring new user accounts and e-mails, resetting passwords
POS Application Support (Compri Technologies) - SQL Database.
10/2009 - 05/2016
IT Helpdesk & Hardware support Hamala
Batelco - Almoayyed Contractor
Almoaayed international group (Apple Center)
Join Bahrain telecommunication company (Batelco) as a contract staff for hardware & software installation & support
24\7 on call support for Batelco counters
Hardware maintenance
Network and software support
Crimping, cabling, networking
Formatting and installing windows 2000, XP, Vista, windows 7 and windows 10
Handling windows 7 migration project
Handling windows 10 migration project
A4 size printer support, thermal printer support, cash drawers, card readers, scanners, note readers, UPS
Active directory devices and hardware control
Supporting and installing Kiosk and Autopay machines
24\7 on call support for Batelco Kiosk and Autopay machines 10 Hardware support for Kiosk and Autopay machines
Repairing and Changing Printers, Barcode Scanners, Note readers, UPS for the Quick serve and Autopay machines
Supporting Quick serve and Autopay machine for 24\7
Checking and Installing UPS
Maintaining Hardware and store inventory
03/2008 - 10/2009
Jawad Business Group, JBG
IT Support Engineer
In JBG
Team leader for formula 1 support team
All IT support related to stores of JBG
24/7 on call support
Retail & Restaurant POS system support
Networking and desktop support
Maintaining IT equipment inventory
Hardware maintenance.
05/2005 - 02/2008
Key information Tech Manama
Micros POS System Support
Information Technology “Micros System dealer in Bahrain”
Micros POS installer and support engineer
24/ 7 on call support
Serving all 5 stars hotels in Bahrain
Serving around 30 five stars restaurants in Bahrain
Attended two Micros system training in Dubai, 2005, 2006
Skills & Strength
Micros POS system RES3700 experience, V 3.2 & V 4.0
Micros POS hardware maintenance experience, WS 2010, Eclipse, WS4
Micros POS system configuration and software maintenance
Attended Micros training in Dubai KIT, V 3.2, and V 4.0
Micros POS operation trainer for restaurant & hotels
Micros installation accomplished: Shawarma Express, Lamizon du café, café Italia, med café, crepe café, Nandos, etc…
Hard working, team work
Format & install windows 2000, XP, Vista & Windows 7
POS installations, Cash drawers, thermal printers, touch screen, etc..
Ready to train people on how to use POS in proper way
Good communication skills, dealing with different type of users
Networking, crimping, RJ45 termination, cabling, etc ACCOMPLISHMENTS
Maintaining and Supporting Batelco Quick serve Machines and Autopay machines
Repairing and Changing Printers, Barcode Scanners, Note readers, UPS for the Quick serve and Autopay machines
Supporting Quick serve and Autopay machine for 24\7
Checking and Installing UPS
Maintaining Hardware and store inventory
Certificates Oracle \ SQL Database Certified Associate - 2019 PL\SQL Developer certified Associate - 2019
LANGUAGES
Arabic (speaking and writing)
English (speaking and writing)
ADDITIONAL INFORMATION
Ready to work in GCC Countries
.
Contact this candidate