Mohamed Hassan

Technical Support Engineer with 13+ years of experience managing technical services & support operations onshore as well as offshore. 

Sr. Technical Support Specialist – L2, Part-Time             Jan 2022 – Present

Penstash, Abu Dhabi, UAE.

• Facilitated the resolution of difficult technical issues requiring a greater level of personalized care and in greater length.
• Escalated support tickets to Level 3 in the most crucial circumstances and after considerable time spent on a single ticket.
• Conducted workload assessments and devised new operational processes that led to a 40% increase in productivity.

Sr.  Technical Support Specialist                       Apr 2012 – Dec 2021

Waves-Technology, Khartoum, Sudan.

• Developed and maintained end-user self-service trouble-shooting reference manual allowing users quick solutions to common issues which resulted in a 25% reduction in service desk requests.
• Managed the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including telecommunications, email, pcs, operating systems, hardware, software, mobile devices, peripherals, and office equipment.
• Explored VMware vSphere client including remote support with desktop and servers.

IT Support Engineer                                             Jul 2009 – Feb 2012

Khartoum Academy of Aviation & Technology, Khartoum, Sudan.                     

• Monitor and maintain computer systems and networks
• Troubleshoot system and network problems, diagnosing, and solving hardware or software faults 
• Active directory and office 365 account administration, such as creating an account, permissions, resetting passwords or creating group accounts.

City and Guilds of London Institute

Diploma of Software Development 

London, UK — Apr 2011

The Future University 

B.Se. of Information Technology 

Khartoum, Sudan — Feb 2013