Information Technology Help Desk Support
Highly experienced IT professional offering an array of skills in data analytics, trouble shooting, user training administration and customer support satisfaction. Proven ability to analyze and resolve any IT related issue in a timely manner. Convey and translate highly technical information into terms and concepts that the end users can easily grasp.
Technical Issue Resolution
Customer Support Satisfaction
Microsoft Office Technical Support / Customer Service and Sales Representative (Sutherland Global Services Inc.)
April 2014 to December 2015; Sept 2018 to April 2019
Provide technical problem resolution to Microsoft Office end-users by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
Information Technology Technical Support (Dr. Bakhsh Hospital Group – Jeddah KSA)
March 2016 to March 2018
Responsible for monitoring and maintaining the hospital's computer systems and networks. Providing diagnosis for any hardware or software faults with these systems and will solve the issues either in person or over the phone.
Working with end users to identify computer problems and advising on the solution
Logging and keeping records of the end users queries
Installations and upgrades for computer hardware/software
Setup and installation of devices such as printers and scanners
Analyzing call logs to spot common trends and underlying problems
Updating self-help documents so end users can try to fix problems themselves
Testing and fixing faulty equipments
Equipment Maintenance Engineer (Texas Instruments Phil Inc.)
October 2009 to March 2012
Responsible for evaluating, selecting, and ordering equipment that is more appropriate and cost effective for the manufacture of company products.
Oversees the installation, modification, upgrade and maintenance of manufacturing equipment.
Keeps current on equipment manufacturers' technical notices, upgrades and safety issues.
Studies equipment performance and reliability.
Establishes programs and solutions for increasing uptime and for equipment problems that affect the manufacturing process.
Provides technical support to the manufacturing equipment repair and process engineering organizations.
Defines and writes preventative maintenance schedules.
Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
Conducts engineering evaluations and Root Cause Analysis
Conducts training for the operators
Bachelor of Science in Electronics and Communications Engineering
Angeles University Foundation, Angeles City, Philippines 06/2004 – 04/2009
Software Proficiencies: MS Office and Windows OS
Mohamed El Naggar
Information Technology Director, Dr. Bakhsh Hospital Jeddah KSA
Contact info: +966*******
Microsoft Office Senior Team Leader, Sutherland Global Services Inc.
Contact info: +639*********
Armando Carrera II Senior Equipment Engineering Manager, Texas Instruments Phil Inc.
Contact info: +639*********
SUMMARY OF QUALIFICATIONS
EDUCATION AND TECHNOLOGY