Mohammed Alneil

With over 5 years of experience across Service Desk, IT support, and customer service roles, I have developed a strong technical foundation in end-user support, incident management, and IT operations. My expertise includes Windows and macOS support, account administration in Active Directory, Office 365 management, and handling ticketing systems in line with ITIL practices. I am skilled in troubleshooting hardware, software, and network connectivity issues, supporting printers and peripherals, and delivering remote and on-site technical assistance.

I also have hands-on experience with remote desktop tools, system configuration, user onboarding/offboarding, and ensuring high levels of user satisfaction through efficient issue resolution.

Service Desk Agent at Tech Mahindra/RTA Project (2020-02 – Present)

• Delivered first-level technical support to end-users, resolving hardware and software issues via phone, email, and remote assistance tools.
• Employed remote assistance tools to diagnose and fix IT-related problems.
• Managed and prioritized service requests through the IT service management (ITSM) system, consistently meeting or surpassing service level agreements (SLAs).
• Maintained detailed records of user interactions, solutions provided, and escalation procedures to build a comprehensive knowledge base.
• Worked with cross-functional teams to escalate and address complex issues.
• Led user training sessions on new technologies and software applications to improve user proficiency and reduce future support requests.
• Identified recurring issues and suggested process improvements. Assisted with the installation, configuration, and maintenance of hardware and software systems for a diverse user base.

IT Support Engineer at Al watanya Investment (2018-07 – 2020-01)

• Provide first-line technical support to end-users, addressing hardware and software issues promptly and efficiently.
• Diagnose and resolve hardware and software problems, ensuring minimal downtime and optimal system performance.
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Collaborate with cross-functional teams to implement IT solutions and improvements.
• Conduct user training sessions to enhance IT literacy and minimize recurring issues.
• Provides the necessary advice to the Site Manager on site health and safety issues.
• Responded to IT support requests via phone, email, and in-person, ensuring timely resolution of issues.

Bachelor of Science (Honors) in Communication Systems Engineering – University of Science & Technology (2018-05)