SALEH AWDALI

Quality-focused IT Technical Support Specialist Professional with solid technical professional experience highly skilled in configuring & installing software & hardware and at diagnosing & troubleshooting equipment-related & connectivity issues. Track record with each employer due to performance, work ethic, multi-tasking ability, ability to work under pressure to meet deadlines and team leader morale- building skills. Professionally certified by CompTIA, Microsoft and Exin (ITIL Expert).

• Provide step-by-step instructions to fix technological issues Offer service and customer assistance during site visits Manage the workflow as per the given schedule Manage the entire on-site fitting, repair, and maintenance Diagnose faults or technical issues and find proper solutions Produce detailed service reports for the field visits Technicians should perform the document procedures Follow organizational filed processes and protocols Follow up with technical crew and share data across the business Comprehend customer needs and make suitable suggestions Build confident relationships with customers with better work protocol Responsible for computer hardware and maintenance Assisted in planning and executing several large-scale computer hardware upgrades. Travelling to client sites to help with installs, deployment, and troubleshooting Complete Migration of Windows and MS Office Suite, Responsibility to check in and check out all resources while on site Each team member is responsible for their work orders and filling out the entire work order clearly. Follow up with the command centre to give the feedback while on site Working with team members to ensure all the software is kept current and that Desktop Support Technicians are keeping all software licensing updated Other duties and projects as assigned platform Android and Apple.
• 5/5e/6/6e & Fiber optics BROWSERS: Chrome, Safari, Firefox, MS Edge, IE
• Responsible for supporting the company's SME clients at all levels as part of a helpdesk team. Delivering effective andsecure desktop services to the firm’s users. Monitor the Helpdesk ticketing system ensuring all tickets are being picked upand handled in a timely manner within the firm’s set out SLA. Yemen Masila Operations Install all new technology for the company, including computer operating systems, software programs and applications, new desktops, and other computer hardware Demonstrate new and innovative ways to improve or to create and deliver on Service Level Agreements (SLA’s) Perform regular maintenance for our phone systems, computer systems, computers, printers, network systems, and any other technical equipment Ensure our computers are backed up so all files are saved in case the system crashes Run security checks on all of our systems to ensure we are protected from cybersecurity threats Troubleshoot technological issues and solve problems quickly to ensure our business operations run smoothly Travelling to client sites to help with installs, deployment, and troubleshooting Ability to use industry ITIL “Best Practices” guidelines of compliance Monitor corporate ticketing system to ensure timely resolution of issues within (SLA) Communicate with clients to diagnose technical issue Demonstrate new and innovative ways to improve or to create and deliver on Service Level Agreements (SLA’s) Prepare monthly metric reports and share them with the whole IT staff to show how well the team is doing and also to identify gaps. Manage communications related to system outages and incidents Monitor day to day ticket activity and proactively identify & resolve problem areas and look for tickets that become trends Other duties and projects as assigned