Technical Support It Technician

Nasser Said

Senior Technical Support IT Technician

Address: Kuwait, Jordan Phone: +965-********

Email: *******@*******.*** Nationality: Jordanian

Summary

A dedicated and detail-oriented IT technician with 21+ years of experience in the IT and computer science industries. Proven record of providing administrative rights and installing third-party applications for end-users and outstations, addressing requests from the helpdesk to enhance operational efficiency and user experience. Effective leader who performs well in collaborative environment with clients, co-workers and leaders. Adept at installing and maintaining security camera systems, ensuring the correct positioning of CCTV as required by management and verifying that all systems were in good working condition. Seeking to work in an environment that is conductive to my intellectual, professional, and personal growth, where I can contribute significantly to the growth of the team/organization with strong experience and expertise leading to success.

Experience

Senior Technical Support – 09/2015 to Present

Automated Systems Company, Kuwait (Infrastructure for Kuwait airways project) :

Provide first call resolution for customer trouble tickets and escalated more difficult calls to the relevant operational subject matter experts.

Troubleshoot on network connectivity, desktop configuration, printer’s connectivity, and network access issues regarding permissions.

Follow up with clients in various outstations to ensure proper maintenance and configuration of software systems.

Provide administrative rights and install third-party applications for end-users and outstations, addressing requests from the helpdesk to enhance operational efficiency and user experience.

Install and maintain security camera systems, ensuring the correct positioning of CCTV as required by management and verifying that all systems were in good working condition.

Provide admin rights and install third-party applications for end-users and outstations based on helpdesk requests.

Infrastructure Technician for Kuwait Airways, Helpdesk – 04/2006 to 08/2015

Hasibat Information Tech. Co., Kuwait

Worked with a team of five engineers, demonstrating strong skills in installation, configuration, and troubleshooting of Mainframe connections to Videcom Dump terminals for access to the old building and reservation systems with the help of SITA.

Installed, configured, and troubleshooted various printers, including OKI, TELXES message/document, and ticket printers.

Collaborated with the LAN section and workshop to install IOS on routers and switches, participated in configuring them according to environmental and user-specific needs, creating VLANs based on departmental requirements, installing equipment in proper locations, and verifying connectivity through testing.

Possessed strong knowledge of TCP/IP, IP sub-netting, implementing the appropriate subnet concepts, and creating the required number of subnets.

Coordinated with a team of five co-engineers to design and implement structured cabling for the entire old building and newly renovated areas.

Investigated missing PCs and network areas to ensure all equipment was accounted for and properly connected.

Computer Engineer – 06/1998 to 03/2006

Hussain AL-Jadi E.S.T, Kuwait

Installed and maintained network hardware for Windows 2000/XP PCs, providing card-level servicing.

Worked as a Network and Support Technician in a Help Desk environment, as part of a team contracted to a large organization, ensuring seamless network and hardware support.

Installed and provided technical support for a variety of workstations and servers, ensuring they were set up correctly and operating smoothly.

Played a direct role in deploying and supporting LANs and Internet environments using TCP/IP and NETBIOS protocols, ensuring network connectivity and functionality.

Oversaw the daily support and troubleshooting activities for LAN systems, both within the organization and for external customers, addressing any issues promptly to minimize downtime and ensure uninterrupted network services.

Education

Professional Certificate in Computing and Programming – 1997 to 1998

IPETQ, Kuwait City, Salmiya

Final Secondary Class Certificate – 1992 to 1993

Al-Shaheen High School, Kuwait City

Certifications

Supporting & Troubleshooting windows 10 – 2017

Microsoft Certified Systems Engineer (MCSE) – 2008

Microsoft Certified Systems Administrator (MCSA )

Microsoft certified Technology specialist (MCTS)

Microsoft Certified Professional (MCP)

Skills & Expertise

Customer Service

Communication Skills

Multitask

Leadership

Collaboration

Adaptability

Problem Solving

Attention to Detail

Windows 10

Windows 11

Symantec Ghost Solution Suite

Terminal clients Rumba

Amadeus system

Amos & Citrix workspace troubleshoot

Oracle Web Client JDE

Troubleshooting

Microsoft Office PowerPoint

Microsoft Office Word

Microsoft Office Excel

Microsoft Office access

Languages

Arabic: Native English: Intermediate

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