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Nada Fadlalla

IT Support

Languages: Native Arabic & Fluent English
Installation, Upgrades, Communication
Team working, Customer service
Troubleshooting, First point of contact
Available driving license
Home Experiences Education Skills
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Nada Fadlalla
United Arab Emirates
Contact me
Professional Status
Available soon
Available
About Me
Diligent. Detail focused. Reliable. A solution oriented IT professional who benefits from extensive knowledge of various computer operating systems, applications and hardware, honed through the performance of numerous diverse support roles.
Excels in profession of 1st and 2nd line support; liaising directly with external customers and internal colleagues of all disciplines in a positive problem solving skills required to investigate and resolve queries swiftly; prioritizing a complex workload effectively and ensuring strict deadlines are adhered to at all times. A flexible and adaptable individual who works efficiency with minimum supervision and guidance.
Resume created on DoYouBuzz
Experiences
  • Responsibilities:
    1. To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone and email.
    2. Offering advice to end users and customers on all areas of IT, troubleshooting and ensuring Trust standards are met.
    3. Provide help desk support and resolve problems to end user's satisfaction.
    4. Report issues to service desk manager for escalation.
    5. Lead, coordinate and allocate incidents and requests
    6. Be an escalation point and provide coordination and support for the Service Desk during high severity/major incidents
    7. Manage Active Directory users and computers.
  • Responsibilities:
    1. Serving as the first point of contact for customers seeking technical assistance over the phone or email.
    2. Performing remote troubleshooting through diagnostic techniques and pertinent questions.
    3. Determining the best solution based on the issue and details provided by customers.
    4. Walk the customer through the problem-solving process.
    5. Direct unresolved issues to the next level of support personnel.
    6. Follow-up and update customer status and information.
    7. Follow ITIL process for incident, problem and change management by updating and resolving as per Manage Engine Service Desk Software.
    8. Provide reporting on call volumes and incident trending within the Service Desk and IT operations team
  • Responsibilities:
  • 1.Installation & configuration of a company’s computer hardware operating systems and applications.
    2. Maintenance and monitoring of computer networks and systems.
    3. Diagnosing and solving hardware or software faults.
    4. Responding to call-outs in a timely fashion.
    5. Conducting preliminary investigations and problem solving to IT manager.
    6. Repairing and replacing equipment as necessary.
    7. Provide helpdesk support and resolve problems to the end user’s satisfaction.
  • IT Technician:
    Responsibilities:
    1. Held responsibility for performing installations and providing high quality technical support, troubleshooting and maintenance services.
    2. Regularly installed and upgraded both software and hardware equipment.
    3. Liaised directly with staff to deliver robust technical support in response to any issues with PCs, resetting passwords, solving printer problems, installing applications and email configuration.
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Resume created on DoYouBuzz