Mohamed Hussein

Technical Support Team Leader

Emirates National Bank of Dubai

Sep 2019 - Dec 2019 (4 months)

• Configured hardware, devices, and software to set up workstations for Approx. 2000 Users. • Analyzed windows issues to identify troubleshooting methods needed for quick remediation.

Senior Cluster Lead

AbbVie

Jun 2018 - Oct 2024 (6 years 5 months)

• Lead a team of technicians in providing support for company hardware and software products. • Monitor team performance and ensure adherence to quality standards. • Investigate and resolve customer issues in a promptly. • Coordinate with other teams to resolve complex customer issues. • Provide feedback and recommendations to management on team performance and customer satisfaction. • Chair meetings to discuss product development progress. • Test product to ensure it met customer requirements. • Work closely with internal stakeholders to ensure that vendor. relationships are aligned with company objectives and requirements. • Manage vendor compliance with company policies and procedures, data security, and confidentiality requirem

Technical Support Specialist

AbbVie

May 2016 - May 2018 (2 years 1 month)

• Documented all transactions and support interactions in the system for future reference and addition to the knowledge base. • Followed up with Users to verify optimal customer satisfaction following support engagement and problem resolution. • Submitted service tickets for equipment maintenance requests. Explained technical information in clear terms to non-technical individuals to promote better understanding.• Assisted customers in identifying issues and explained solutions to restore service and functionality. • Collaborated with vendors to locate replacement components and resolve advanced problems. • Resolved Multiple technical support inquiries per day. • Managed approximately 30 incoming calls and emails per day from customer

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Help Desk Technician

Juhayna

Feb 2015 - May 2016 (1 year 4 months)

• Patched software and installed new versions to eliminate security problems and protect data. • Removed malware, viruses and other threats from laptops and desktop systems. • Built and provided basic end-user troubleshooting and desktop support on Windows systems. • Installed, modified and repaired software and hardware to resolve technical issues. • Provided Tier 1 IT support to non-technical internal users through desk side support services. • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks. • Managed customers expectations of support and technology functionality in order to provide positive user experience.

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Backup Technical Support Engineer

Qsource Global Outsourcing

Nov 2014 - Feb 2015 (4 months)

• Increased customer satisfaction by resolving Users issues at Different locations like • Dar Al-Mimar for Construction, DMC, Eli-Lilly, P-Fizer, Nissan Backup IT Technical Support). • Maintained excellent attendance record, consistently arriving to work on time. • Handled Around 60 calls per day to address customer inquiries and concerns.

Customer Service Representative

Xceed

Mar 2014 - Sep 2014 (7 months)

• Answered customer telephone calls promptly to avoid on-hold wait times. • Handled over 70 calls per shift resolving all issues regarding internet and cabling. • Delivered excellent customer service, resulting in consistent 80% customer satisfaction rating. • Collected customer feedback and made process changes to exceed customer satisfaction goals 70% .

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