تميل أنا للحوار—غالباً أسرع وفيه أقل افتراضات. إن أردت سيراً أكثر لمحة سريعة وترتيباً من أسفله.
باختصاري
IT Support Technician
Eyad Osman is a results-driven IT Support Technician with over 3 years of experience providing application support, service desk operations, and end-user technical assistance in UAE and international environments. He has demonstrated success in reducing issue resolution times and supporting digital services in fast-paced, public-sector settings. Bilingual in Arabic and English, he excels in delivering exceptional customer satisfaction and technical support.
ملخّص سيرتي كنقاطأستخلص هذه النقاط مما كان في ملفي—مجرد بديل لو فضّلت السرعة بحكّ أكثر من الحوار معي.
المهارات
Application & Service Desk SupportWeb & Mobile Application TroubleshootingITIL Incident & Request ManagementActive Directory Administration
Ticketing Systems (Jira, Zendesk)
Remote Support Tools (TeamViewer, AnyDesk)
Browser & Device Compatibility
User Training & Documentation
System Performance Monitoring
Vendor & Escalation Coordination
Arabic & English Bilingual Communication
الخبرة
IT Support Technician
Arak LLC
Delivered first-line application and technical support for end-users across hardware, software, and network issues, achieving a 30% reduction in average resolution time through structured ITIL-aligned workflows.
Monitored system performance and proactively reported application outages and incidents to senior engineers, minimizing service downtime and ensuring business continuity.
Administered Active Directory user accounts, permissions, group policies, and password resets for 50+ users, supporting secure and efficient digital service access.
Managed and resolved support tickets end-to-end using service desk platforms (Jira, Zendesk), maintaining complete incident logs and performance reports.
Developed and maintained technical documentation including user guides, FAQs, and troubleshooting procedures to reduce repeat incidents and empower self-service.
Collaborated with Level 2/Level 3 teams on root cause analysis for complex application and network issues, escalating unresolved cases and contributing to permanent resolutions.
Configured and maintained Microsoft 365 applications, email systems (Outlook/Exchange), and business software across client environments.
IT Help Desk Technician
Alhdatha Foundation
Provided first-line support for hardware, software, network, and application issues via phone, email, and ticketing systems, maintaining high customer satisfaction scores.
Supported web and application users with login, navigation, authentication, and connectivity troubleshooting, communicating solutions clearly in both Arabic and English.
Delivered remote technical assistance using TeamViewer and AnyDesk, resolving issues for distributed users across multiple locations without on-site visits.
Conducted user training sessions and contributed to FAQs and how-to guides that improved digital service adoption and reduced repeat support ticket volume.
Managed Active Directory accounts, email setup, and permissions; created, updated, and closed tickets following ITIL best practices for incident and request management.
Participated in system testing activities and gathered user feedback to assist in identifying application bugs and service improvement areas.
Call Center Agent
Zain Sudan
Handled high volumes of inbound and outbound calls, delivering consistent service quality and achieving outstanding customer satisfaction ratings through one-call resolutions.
Identified and resolved customer issues related to digital services and accounts by researching problems, clarifying information, and providing effective technical solutions.
Documented all customer interactions accurately in the company CRM system, ensuring data integrity for trend analysis and escalation tracking.
Applied strong Arabic and English bilingual communication skills to serve a diverse customer base, consistently meeting and exceeding service KPIs.