Support Specialist Customer Service

MOHAMED NIFLAS NISAR

IT Operations, Management Support Specialist, Customer Service

Moose Jaw, SK S6H 3P1 306-***-**** *********@*****.*** LinkedIn: linkedin.com/in/mohamed-niflas-nisar-286720b6 Professional Summary

IT professional with diverse experience in analyzing and optimizing IT systems to enhance performance. Proven ability to achieve impactful results through team collaboration and adaptability to changing needs. Known for strong analytical skills and effective communication. Passionate about learning new technologies and staying updated on the latest trends and developments in the IT sector.

Work History

IT Support & Customer Service Representative 11/2023 to Current Past Times Antique Style Photography and Gift Shop – Moose Jaw, SK

• Maintained and troubleshooting office PCs, networks and mobile devices

• Established, repaired and optimized networks by installing wiring, cabling and devices

• Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems

• Provided remote technical support, resolving issues quickly and In-person visit as well

• Managed E-commerce platform by accepting online orders and timely deliveries, tracking shipments and handling return of goods

• Documented interactions and feedback in CRM system for continuous improvement

• Handled the photoshoot work

Management Support Specialist 05/2022 to 12/2023

AL ULA Services – Doha, Qatar

• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

• Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.

• Managed multiple high-priority tasks simultaneously, ensuring timely completion and quality results.

• Handled sensitive information discreetly while maintaining confidentiality at all times throughout my tenure as a Management Support Specialist.

• Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.

• Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.

• Provide daily administrative management of the project, including drafting notes, minutes, correspondence and necessary follow-up.

Customer Service Excutive 01/2020 to 05/2022

AL ULA Services – Doha, Qatar

• Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.

• Responded to customer requests for products, services, and company information. Answered customer telephone calls promptly to avoid on-hold wait times.

• Opened customer accounts by recording account information. Maintains customer records by updating account information.

• Resolves product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to resolve the problem, expediting correction or adjustment, and following up to ensure resolution.

• Facilitated seamless transactions by accurately processing payments, returns, exchanges, or other account adjustments using internal systems.

• Managed high call volume while maintaining a professional demeanor, ensuring timely assistance for all customers.

Technical Support Help Desk 11/2019 to 04/2021

Amadeus (Qatar Airways) – Doha, Qatar

• Configured Cisco Routers, Installed Firewalls and maintained computer systems, including desktop PCs, laptops, printers, mobile devices and network equipment..

• Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.

• Assisted customers during software releases, including answering questions and general systems support when necessary. Coordinated with other support specialists to assist with calls and take over when dealing with a challenging customer concern or request.

• Provided remote support with Amadeus GDS Software, enhanced customer satisfaction by resolving complex technical issues promptly and effectively.

• Provided remote as well as In-person assistance to clients, ensuring timely resolution of software and hardware concerns and visited in-person to the client's office.

• Optimized network performance, regularly monitoring and adjusting configurations to meet changing demands.

• Installation and support of POS systems, desktops, laptops, servers, and network equipment, Familiarity with general networking protocols. Technical Support Executive 02/2016 to 11/2019

Amadeus (Qatar Airways) – Doha, Qatar

• Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.

• Hardware such as servers/personal computers/laptops/printers, etc. has installed, reinstalled, de-installed, shifted and maintained (troubleshooting, restore, etc.) with proper care.

• Software installation, reinstallation, de-installation and maintenance.

• Provides excellent technical support for clients.

• Manage network issues Onsite and Remotely

Technical Support Assistant 07/2015 to 02/2016

Amadeus (Qatar Airways) – Doha, Qatar

• Installed, configured, tested and maintained operating systems, application software, and system management tools.

• Provided remote assistance using screen-sharing tools, facilitating faster resolutions with providing onsite visit assistance.

• Provided support in connecting/supporting POS systems, desktops, servers, and network equipment.

• Professional behavior and attention to detail in client interactions.

• Maintained communication with project managers and external clients effectively. Technical Skill

• Installation and Configuration Data Analysis

• Help Desk Support Operating Systems

• Network administration Hardware Troubleshooting

• Emotional Intelligence Adobe Photoshop

Education

Bachelor of Engineering: Information Technology 05/2016 to 07/2019 Supershine University – Zambia

Languages

English

Full Professional

Certifications

• IATA

• Cyber Security

• CCNA

• Amadeus GDS System

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