Professional Summary
IT Technical Support Specialist with 2 years of hands-on experience resolving technical issues and delivering exceptional customer service. CompTIA A+ and ITIL 4 Foundation certified. Skilled in troubleshooting Windows and macOS systems, managing Active Directory, and supporting Microsoft 365 environments. Consistently maintain 95%+ customer satisfaction while managing 50-80 support tickets daily.
Professional Experience
Technical Support Specialist
Pixilated
Riyadh, Saudi Arabia
January 2024 – Present
- Resolve 50-80 technical support tickets daily via phone, email, and live chat maintaining 96% customer satisfaction
- Troubleshoot Windows 10/11, macOS, Microsoft 365, and Adobe Creative Suite reducing average resolution time by 35%
- Manage Active Directory accounts and permissions for 500+ users while creating knowledge base documentation
Technical Support Engineer
Orchidex Solutions
Riyadh, Saudi Arabia
February 2023 – December 2023
- Provided tier 1 and tier 2 technical support for 40-60 daily cases achieving 94% first-call resolution rate
- Diagnosed hardware, network, and software issues including VPN, DNS, and DHCP configurations
- Administered Zendesk ticketing system, implemented ITIL processes, and deployed software packages via SCCM
Education & Certifications
Bachelor of Technology and Development
UOWM University | Malaysia | 2021
Certifications
CompTIA A+ Certified Professional (2024)ITIL 4 Foundation Certified (2023)
Technical Skills
Technical Support
Help Desk OperationsIncident ManagementRemote Desktop SupportHardware TroubleshootingSoftware TroubleshootingPackage DeploymentPatch ManagementSystem MonitoringPassword ResetsMulti-Factor Authentication
Operating Systems & Applications
Windows 10Windows 11Windows ServermacOSMicrosoft 365Active DirectoryAdobe Creative Suite
Tools & Platforms
ZendeskServiceNowJira Service DeskFreshserviceTeamViewerAnyDeskRemote Desktop ProtocolSCCMChocolatey
Soft Skills
Customer ServiceActive ListeningProblem SolvingTechnical DocumentationCommunicationTime Management
Languages
ArabicEnglish