ADEL JABER ALSHEHRI

IT Help Desk Specialist | Technical Support | Customer Service | Problem Solving

Riyadh, SA.

About

Results-driven IT Help Desk professional with over 3 years of experience in technical troubleshooting and customer support within fast-paced environments. Proven ability to diagnose and resolve complex hardware, software, and network issues, significantly reducing support resolution time by 30% and efficiently managing over 500 tickets monthly. Committed to enhancing IT operations and ensuring exceptional user satisfaction through effective problem-solving and clear communication.

Work

Saudi electricity company "outsource"

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IT Help Desk Analyst

Riyadh, Riyadh, Saudi Arabia

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Summary

Provided comprehensive onsite and remote IT support, resolving hardware, software, and network issues to ensure seamless operations and high user satisfaction.

Highlights

Reduced support resolution time by 30%, significantly improving client satisfaction through efficient troubleshooting and problem-solving.

Managed a high volume of 500+ IT support tickets monthly, consistently ensuring efficient issue resolution and operational continuity.

Configured and deployed over 150 workstations monthly for new employees, ensuring timely setup and readiness for productivity.

Diagnosed and replaced faulty components in desktops, laptops, printers, and network devices, restoring functionality and minimizing downtime for end-users.

Performed regular hardware maintenance, inventory tracking, and equipment upgrades, ensuring optimal performance and asset management.

Shawarmer

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Call center agent

Riyadh, Riyadh, Saudi Arabia

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Summary

Managed inbound and outbound customer communications, providing accurate information and resolving issues while maintaining high service standards.

Highlights

Handled high volumes of inbound and outbound customer calls, effectively providing accurate information and support to diverse clientele.

Resolved customer issues promptly and efficiently, consistently maintaining a professional and friendly attitude to enhance customer satisfaction.

Accurately logged all customer interactions and updated records within the CRM system, ensuring data integrity and comprehensive service history.

Education

Riyadh College of Technology

Riyadh, Saudi Arabia, Saudi Arabia
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Diploma IT Support

Languages

English

Arabic

Skills

Technical Support & Operations

Hardware installation, repair, and troubleshooting, Desktop and laptop imaging and configuration, Windows and macOS operating systems, Computer Networking - Wired and Wireless Networks and Protocols.

Customer Service & Communication

Strong customer service and communication skills, Poised under pressure, Problem Solving, Customer Support, Technical Documentation, User Account Management, Ticketing Systems, Remote Support.

Certifications & IT Service Management

CompTIA A+, ITIL 4 Foundation, CompTIA Cloud+ Basic, Inventory Tracking, Equipment Upgrades, Time Management.