- Provided troubleshooting services across multiple countries (UAE, KSA, JOR, EGY, PAK, GER), achieving a 95% user satisfaction rate.- Managed Slack accounts to improve communication, enhancing response times by 25%.- Utilized Oracle tools for tracking 500+ hardware and software assets, streamlining processes by 30%.- Implemented a threat intelligence framework with CrowdStrike, increasing threat mitigation by 30%.- Enhanced compliance by enforcing security protocols, resulting in a 20% increase in adherence to regulations.- Configured Windows and Mac systems for new hires, ensuring 100% immediate access to tools.- Monitored JumpCloud for device security, maintaining a 95% compliance rate.- Controlled Jira for IT tracking, reducing average resolution time by 15%.- Oversaw Okta IAM for user access management, improving security with SSO and MFA.- Optimized collaboration with Google Workspace, increasing team productivity by 20%.- Installed Zscaler for advanced threat protection, preventing potential security breaches.

- Provided technical expertise for complex issues, managing projects that enhanced service delivery and user satisfaction.- Oversaw vendor relationships and enforced IT policies, achieving a 20% reduction in non-compliance incidents.- Monitored system performance and emergencies, leading to a 15% decrease in system outages through data analysis.- Maintained availability for emergency IT support, ensuring a 100% incident response rate outside regular hours.- Managed Active Directory (AD) and Domain Controller, implementing group policies to enhance security and user management.- Administered G-Suite for over 200 users, managing accounts and security policies for streamlined access and communication.- Ensured uninterrupted connectivity through robust network infrastructure, achieving 99.9% uptime.- Oversaw call center telephony systems (PBX and VoIP), increasing call handling efficiency by 20%.- Installed and configured hardware, resolving 90% of tech support issues on the first call.- Managed call systems and routing, improving response times by 25%.- Maintained backups of file servers and Synology, achieving a 100% data recovery success rate during testing.

- Relocated and configured desktop computers and phones for office moves, ensuring smooth transitions for new employee workstations.- Removed malware and other threats from systems, enhancing security and reducing incidents by 30%.- Completed two major projects for Daraz, migrating 11,875 users to G-Suite and iDingTalk, resulting in a 45% productivity increase.- Configured hardware and software for new employees, achieving 100% readiness before start dates.- Analyzed technical issues for quick remediation, reducing average resolution time by 20%.- Assisted end-users with conference room equipment setup, achieving a 95% user satisfaction rate.- Responded to support requests, guiding users through troubleshooting with a 90% first-call resolution rate.- Implemented remote desktop solutions to manage over 50 regional hubs, improving system responsiveness by 25%.

Developed and implemented lesson plans that reinforced learning concepts, resulting in a 20% improvement in student retention rates.Monitored student progress and adjusted instructional strategies, enhancing individualized learning experiences and meeting specific needs more efficiently.Delivered new employee onboarding and training sessions, ensuring all new hires were fully prepared to contribute to the team from day one.Managed the new employee orientation training process for over 500 employees each year, streamlining onboarding procedures and reducing training time by 15%.Developed and executed promotional campaigns that increased brand awareness by 30% and boosted sales figures by 25% within six months.Created and edited technical video media using Camtasia, Filmora, and Articulate 360, enhancing learner engagement and satisfaction.Utilized Articulate 360 and PowerPoint to design software simulations, interactive templates, and game templates, promoting interactive learning and improving course completion rates by 35%.

- Logged call information and solutions provided into the internal database.- Resolved concerns with products or services to help with retention and drive sales.- Assisted call-in customers with questions and orders.- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.- Managed over 70 customer calls per day.- Resolved concerns with products or services to help with retention and drive sales.- Processed customer service orders promptly to increase customer satisfaction.