Abdulla Al Shamsi
Technical Support Officer
Al Ain City
Work Preference
Summary
Professional technical support expert with strong focus on delivering efficient solutions and enhancing user experiences. Adept at identifying and resolving complex technical issues, ensuring operational continuity. Recognized for collaborative teamwork, adaptability, and maintaining high standards in fast-paced environments.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
10
10
Certifications
2
2
Languages
Work History
Technical Support Officer
Alpha Data
03.2025 - Current
- Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
- Improved customer satisfaction by resolving technical issues in a timely manner.
- Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
- Provided comprehensive support for various software and hardware, enhancing overall user experience.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Ability to serve more than 100 employees to solve issues
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Delivered remote support services to clients across multiple locations, enabling swift issue resolution without the need for on-site visits.
- Participated in IT projects supporting infrastructure improvements or new product launches.
- Conducted regular system maintenance, ensuring optimal performance and minimizing disruptions.
- Mentored junior team members, fostering professional growth and improving team dynamics.
- Streamlined ticket resolution process, increasing productivity and reducing average response time.
- Served as a liaison between IT departments and end-users, translating complex technical concepts into easily understandable terms.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices, and software to set up work stations for employees.
Senior IT Technician
Global Aerospace Logistics
09.2015 - 02.2025
- Maintained office PCs, networks and mobile devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured systems according to prescribed software and hardware frameworks.
- Monitored systems in operation and quickly troubleshot errors.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Assisted in development of system security protocols.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Offered assistance in implementing and developing training programs.
- Installed and configured network printers and other peripheral devices.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and Laptops.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Fostered culture of cybersecurity awareness, organizing monthly workshops on security best practices and emerging threats.
- Ensured compliance with industry standards, meticulously auditing IT practices and making necessary adjustments.
- Elevated customer service standards by implementing prioritization system for IT issues based on urgency and impact.
- Supported seamless remote work transitions by setting up and troubleshooting VPN connections for employees.
- Reduced downtime, meticulously maintaining and monitoring network infrastructure and server health.
- Optimized help desk operations, effectively managing incoming requests to ensure timely and accurate support.
- Increased user satisfaction through development and implementation of user feedback system for IT services.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Enhanced system security and minimized vulnerabilities with regular updates and patches to software.
- Researched and identified solutions to technical problems.
- Format more than 100 computers by using Image system
IT Technician
Global Aerospace Logistics
12.2012 - 08.2015
- Performed tests of functionality, security, and performance of different workstations and devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices, and software to set up work stations for employees.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Promoted efficiency among departments with prompt resolution of system issues.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
- Managed high levels of call flow and responded to clients technical support needs.
- Maintained office PCs, networks and mobile devices.
SAT IT Development Specialist III
Specter Training And Evaluation
01.2010 - 09.2012
- Responsible for the maintenance and management of SAT Wing main system server
- Establishing and maintaining a network of over 100 Personnel
- Manage all laptops and desktop in the SOC
- Responsible for the archiving and storage of all data files on the main system server and the periodic back up of the main frame to prevent any loss of data
- Responsible to ensure the peripheral computer devices such as scanners, printers and projectors are compatible and efficiently with the main system server
- Configured hardware and granted system permissions to new employees.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Managed backup and recovery of data assets to safeguard system availability.
- Delivered onsite technical support for 500 employees.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Connected to computer of client using remote link to install programs and applications.
- Upgraded operating systems and computer software to perform compatibility with programs.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Collaborated with cross-functional teams to ensure alignment between fundraising goals and program delivery expectations.
Education
Associate of Applied Science - Network And System Administration
Higher Colleges of Technology
Al Ain, UAE 09.2006 - 06.2009
Bachelor of Science - Information Technology
Higher Colleges of Technology
Al Ain, UAE 01.2012 - 06.2016
Skills
Help Desk Operations Desktop Technical Support Wireless Networking Helpdesk services Data recovery Technical issues analysis TCP/IP Staff education and training Maintenance and Repair Hardware upgrades Network diagnostics Issue troubleshooting Networking protocol expertise LAN switching technologies Networking and routing protocol expertise Training and mentoring
Certification
CCNA Routing and Switching
Additional Information
I am studying for my MSCS (Master of Science in Cyber Security), with a specialization in Incident Management and Business Continuity. I am going to finish my studies on March 1-3-2026.
I am studying at EC-Council University. All my studies are online.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Arabic
Bilingual or Proficient (C2)
Interests
Football
Cybersecurity
Networking
Timeline
Technical Support Officer
Alpha Data
03.2025 - Current
Certified Cybersecurity Technician
03-2025
Udacity: Introduction to Cybersecurity
03-2024
Certified in Data Protection
07-2022
CCNP R&S SWITCH: Implementing IP Switching
06-2016
CCNP R&S ROUTE: Implementing IP Routing
12-2015
Senior IT Technician
Global Aerospace Logistics
09.2015 - 02.2025
CCNA Exploration: Accessing the WAN
06-2015
ICDL Certificate
08-2014
The successful Completion of ICDL
08-2014
CCNA Routing and Switching
07-2014
CCNA Exploration: Network Fundamentals
06-2013
IT Technician
Global Aerospace Logistics
12.2012 - 08.2015
Bachelor of Science - Information Technology
Higher Colleges of Technology
01.2012 - 06.2016
SAT IT Development Specialist III
Specter Training And Evaluation
01.2010 - 09.2012
Associate of Applied Science - Network And System Administration
Higher Colleges of Technology
09.2006 - 06.2009