Salah Saeed Email and Phone Number

At the Community Development Authority, I designed, built, deployed, and maintained IT infrastructure using the latest technology. I ensured efficient operation of IT systems supporting various businesses, assisted clients with daily operations, configured and maintained complex software systems, resolved issues promptly, and communicated effectively with customers to address their requests.

-Oversee the day-to-day operations of the Technical SupportTeam.-Act as a senior agent who will drive customer satisfactionthrough customer support.-Provide direct supervision of the technical support staff,which may include recruitment, evaluations, anddisciplinary actions.-Act as a mentor and provide oversight, coaching, andtraining to technical support staff.-Be the point of contact when it comes to technicalescalations.-Record and track team SLA's and workflows.-Provide support where needed for both internal andexternal customers.-Clearly, communicate escalated issues to Tier 3 and productmanagers as needed.-Manage and report on all incoming technical supportinquiries.-On-board all new technical support team members.-Monitor team performance and report on metrics.-Ensure that all customer inquiries and issues are solvedcorrectly and in a prompt and professional manner.-Work to create any relevant support material for the team.-Provide a feedback loop for wider staff and customers onresolving and in progress problems and incidents.-Assist in the creation and implementation of customer selfservice equipment and tools.-Review all technical support related processes anddocumentation for continuous improvement.

-Provided technical support for over 500 customers in a fastpaced corporate environment.-Demonstrated expertise in resolving complex customerinquiries and network issues.-Developed and maintained technical documentation forcustomers and staff.-Developed and implemented technical support processesand procedures.-Utilized a variety of software and hardware tools to diagnoseand resolve customer issues.-Administrate network printers via Uni-flow product.

-Developed and implemented a successful infrastructureupgrade plan to increase system speed and reliability.-Managed the backup, recovery, and archiving of data.Collaborated with other IT teams to ensure smoothoperations.-Assisted in the design and implementation of new systemsand applications.-Monitored system performance and addressed any potentialissues.

-Provided desktop support to over 500 users in a largecorporate environment.-Developed and maintained documentation for software andhardware systems.-Troubleshot hardware and software issues on a variety ofoperating systems.-Resolved user account, printing and network connectivityissues.-Supported users in utilizing Microsoft Office Suiteapplications.

-Provided technical support for software and hardwareapplications to customers over the phone and throughemail.-Utilized knowledge and experience in computers andnetworks to diagnose, troubleshoot and repair technicalissues.