I am an experienced IT specialist with a diverse background in technical support, team leadership, and IT solutions. Over the past 8 years, I have honed my skills in providing technical support, managing teams, and driving IT improvements across various projects, especially in insurance, call center and customer service environments.

• Spearhead system bug testing and resolution efforts, improving system stability by implementing a development plan that increased operational efficiency by 25%.• Collaborate with cross-functional teams to design and execute solutions that address critical system issues, ensuring seamless functionality across Windows OS, Exchange, and Microsoft 365 tools for over 500 end users.• Provide ongoing technical support for operations teams, swiftly troubleshooting and resolving issues related to operating systems, email servers, and essential software tools, reducing downtime by 30%.• Lead quality assurance (QA) efforts for web development, enhancing customer service and call center platforms through comprehensive testing and optimization.• Ensure smooth systems integration and network performance, strengthening security protocols and improving overall system uptime.

The ALX AiCE program is designed to equip with essential AI skills and knowledge through an engaging and practical curriculum

• Managed a team of 18 across 3 major projects, driving improvements in customer service response time by 20% through strategic process optimization and workflow automation.• Implemented VoIP systems and enhanced IVR workflows, reducing call handling time and improving the customer experience.• Led incident management and troubleshooting, resolving technical issues in network support, ensuring continuous system availability and minimizing service disruptions.• Successfully managed CRM system optimizations, leading to a 15% increase in customer satisfaction scores by streamlining call center operations and data management processes.

• Led two teams supporting Etisalat UAE projects, improving customer resolution rates by 30% through effective team coordination and technical support strategy.• Oversaw end-user support and provided solutions for complex technical issues, enhancing call center optimization using tools such as Avaya and VoIP systems.• Developed and implemented new process improvements, reducing operational bottlenecks and increasing team productivity by 25%.• Conducted regular performance reviews and training sessions, team quality monitoring, elevating team skill sets and reducing error rates by 20%.

• Delivered front-line technical support to over 80+ customers daily, resolving issues related to Home services, Internet, IPTV and Land line with a 90% first-call resolution rate.• Collaborated with team leaders to implement workflow automation, reducing average call time by 15% while maintaining high customer satisfaction.• Played a key role in help desk support by creating an efficient ticketing system that improved response times by 20%.