Dana Alkabra Email & Phone Number

Dubai, United Arab Emirates

Dubai, United Arab Emirates

Skilled IT Support professional with extensive experience in Level 1 and Level 2 service desk roles. Proficient in troubleshooting, problem resolution, and delivering excellent customer service.•Worked on BitLocker encryption for ET devices, ensuring data security and compliance with company policies.•Level 1 Support: Acted as the first point of contact for technical issues, resolving basic hardware, software, and network problems. Logged and tracked service requests through various ticketing systems.•Level 2 Support: Managed escalated issues, performed advanced troubleshooting, and collaborated with IT teams for complex problem resolution.•Experienced in managing hardware and software issues, addressing security tickets, and providing comprehensive user support.•Contacted users, reset passwords, and unlocked/locked accounts using AD Manager, Active Directory, and SCCM.•Formatted devices, installed Windows, and connected them to the company domain for seamless integration with the organization’s infrastructure.•Recorded the IVR message in both Arabic and English with my own voice to welcome users for IT Support, contributing to an enhanced customer experience.

-Providing integrated services with exceptional customer support.-Collaborating via email for monitoring, inquiries, and reports.-Working across departments (Collections, Legal Affairs, Engineering) for client cases.-Engaging in direct customer interaction, including daily calls, for feedback and suggestions.-Ensuring thorough fulfillment of client requirements and procedures.-Direct communication via email, WhatsApp, landline, and mobile.-Sharing regular reports with management.-Identifying customer needs and maintaining CRM accuracy.-Sharing project updates through SLACK.-Completing assigned tasks from the direct supervisor.

-Addressed inquiries about products and services and provided relevant information.Processed an average of 150+ weekly orders for customers, distributors, and agents, including order placement and cancellation.-Managed a customer account database, handling tasks like updating and canceling customer accounts.-Generated monthly reports tracking customer satisfaction levels.

Bachelor'S Degree, Information Technology || Network And Security, B

Activities and Societies: -Peer Leader/office of student life -Member of the Information Technology Club -Member of the AU Google Club.

High School

Overall Grade: A Percentage: 96.1%

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