Qais Al Hassni
Muscat
Summary
I am a passionate individual who wants to be part of the success of any organization that I'm a part of. Moreover, I'm a self-taught IT Support Technician, I have been learning IT techniques for several years which have improved my skills in the field and helped me implement them along with my corporate communication skills
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Support Technician
ROYAL HOSPITAL
01.2020 - Current
- Configured hardware, devices, and software to set up workstations for employees
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings
- Responded to telephone, email and in-person inquiries regarding [Item] operation, use and repair
- Performed root cause analysis on complex technical problems, developing long-term solutions that improved system stability
- Walked individuals through basic troubleshooting tasks
- Supported remote employees by setting up virtual desktop environments and providing necessary access to company resources, ensuring seamless integration into the workplace
- Maintained up-to-date knowledge on industry trends and emerging technologies, ensuring prompt resolution of complex issues
- Trained junior technicians to improve their technical skills and increase overall team productivity
- Explained technical information in clear terms to promote better understanding for non-technical users
- Served as a key point of contact for end-users experiencing technical difficulties, providing clear communication throughout the resolution process
- Coordinated with vendors to resolve equipment malfunctions quickly and efficiently, reducing downtime costs
- Monitored systems in operation and quickly troubleshot errors
- Rolled out software updates and applied server patches to thwart threats from penetrating networks
- Managed inventory of hardware components for timely replacement or repair as needed
- Collaborated with cross-functional teams to implement new technology solutions, improving overall support capabilities
- Troubleshoot and diagnosed problems to resolve wide range of technical issues accurately
- Reduced response time for support requests by prioritizing tasks and managing workload effectively
- Conducted regular systems maintenance to optimize performance and minimize downtime
- Completed inventory counts and organized supplies
- Trained users on how to operate components and systems
- Participated in ongoing professional development opportunities to stay current with industry best practices and latest technology advancements
- Contributed to the development of internal tools for monitoring system health, increasing visibility into potential areas of concern
- Enhanced system performance by diagnosing and resolving hardware and software issues
- Evaluated system logs to identify patterns of issues, recommending improvements to prevent recurring problems
- Updated documentation and produced reports
- Developed comprehensive documentation for support processes, enabling faster issue resolution for team members
- Streamlined troubleshooting processes for increased efficiency and reduced downtime
- Secured network infrastructure through the implementation of updated security protocols, mitigating therisk of data breaches or cyberattacks
- Implemented proactive measures to identify potential issues before they escalated, minimizing system disruptions
- Assisted users with software installation and configuration, ensuring optimal functionality across the organization.
Customer Service Department
OMAN POST OFFICE
01.2019 - 01.2019
- Planned routes and service updates to improve customer satisfaction
- Assisted customers in completing and submitting forms to update addresses or report lost and stolen mail
- Used automated mail processing equipment to sort and collate mail
- Provided service and sales to walk-in customers
- Weighed letters and packages and calculated costs based on classification, weight, and destination
- Send mail such as parcels and registered messages to the central mail
- Contact the customer to receive their parcel
- Respond to customer contact.
Web Editor and Social Media Specialist
MUSCAT MEDIA GROUP- AL SHABIBA NEWSPAPER
01.2013 - 01.2017
- Build and execute social media strategy through competitive research, platform determination, and messaging and audience identification
- Create editorial calendars and schedules
- Continuously improve by capturing and analyzing the appropriate social data, insights and best practices, and then acting on the information
- Collaborate with other departments to manage reputation
- Producing new content and writing it in an interesting and appealing manner
- Coordinate with clients and internal departments
- Update and monitor the content and images on a website.
- Developed social media calendar, which included scheduling email blasts, social media posts, marketing campaigns, and website updates
- Increased customer engagement through social media
- Improved page content, keyword relevancy, and branding to achieve search engine optimization goals
- Increased brand awareness by developing and implementing targeted social media campaigns
CUSTOMER SERVICES EXECUTIVE
ATLAS HOSPITAL
01.2012 - 01.2013
- Employed comprehensive benchmarks to establish and monitor customer service standards
- Resolved customer billing errors by researching issues in the system, asking open-ended questions, and determining the root causes of problems
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and cancelled policies
- Developed working relationships with internal and external customers while assisting with account management duties
- Described product and service details to customers to provide information on benefits and advantages
- Informed customers of upcoming promotions and deals to boost sales
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided
- Corresponded with delinquent customers to collect payments and make billing arrangements
- Evaluated interactions between associates and customers to assess personnel performance
- Collaborated with cross-functional teams to improve overall customer experience within the company
- Asked open-ended questions and researched issues in the system to resolve various customer billing errors
University team Support
ARAB OPEN UNIVERSITY
01.2008 - 01.2012
- Utilized various communication channels – including phone calls, emails, live chats –adaptively based on the needs of each individual client interaction
- Implemented proactive measures to identify potential issues before they escalated into larger problems for customers
- Improved first-call resolution rates by providing accurate and timely information to customers
- Participated in ongoing professional development, staying current on industry trends and best practices for delivering exceptional customer support
- Developed training materials and conducted training sessions for new team members, ensuring a smooth onboarding process
- Coordinated efforts with other departments such as engineering or product management when necessary to address more complex customer concerns
Education
Bachelor of Science - Computer Science
ARAB OPEN UNIVERSITY, MUSCAT OMAN
Oman,Muscat01.2014
Skills
- Training
- Help Desk Operations
- Support Techniques
- Customer Service
- System Maintenance
- Diagnostics
- Component Repair
- Microsoft Office
Certification
- CCNA Preparatory Course Certicate
- Virtual Reality Developer Certicate
- Introduction to Cyber Attacks Certificate
- Technical Support Fundamentals Certificate
- Windows Server Management and Security Certificate
- Project Management Fundamentals Certificate
- Microsoft Excel Essentials Certificate
- Internet of Things and applications Certificate
- Effective Teamwork Certificate
Personal Information
Title: IT Support Technician
References
+968 94443688, qaisnasseralhassni@gmail.com
Languages
Arabic, English
Native language
Timeline
IT Support Technician
ROYAL HOSPITAL
01.2020 - Current
Customer Service Department
OMAN POST OFFICE
01.2019 - 01.2019
Web Editor and Social Media Specialist
MUSCAT MEDIA GROUP- AL SHABIBA NEWSPAPER
01.2013 - 01.2017
CUSTOMER SERVICES EXECUTIVE
ATLAS HOSPITAL
01.2012 - 01.2013
University team Support
ARAB OPEN UNIVERSITY
01.2008 - 01.2012
Bachelor of Science - Computer Science
ARAB OPEN UNIVERSITY, MUSCAT OMAN
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