Rabab Ahmed

Detail-oriented IT Support professional with hands-on experience providing first-line technical and on-site support. Proven ability to troubleshoot hardware, software, operating systems, web applications, and basic network issues while managing user accounts, access provisioning, and permissions through Active Directory in line with IT security policies. Experienced in resolving incidents within defined SLAs while maintaining high levels of user satisfaction.

Strong customer service background with the ability to communicate technical solutions clearly to technical and non-technical users.

IT Support / Help Desk at Radiance Clinics (2025-01 – Present)

• Provided Level 1 IT support via phone, email, remote tools, and on-site, resolving daily user issues efficiently while maintaining a high service standard.
• Resolved hardware/software/OS/network incidents within defined SLAs, improving response speed and resolution consistency across end-user support requests.
• Troubleshot and fixed frequent issues such as connectivity, login/access problems, printer/scanner failures, and Windows errors, reducing repeated user downtime.
• Installed, configured, and supported desktops, laptops, printers, scanners, and peripherals, ensuring smooth daily operations for clinical staff.
• Prepared and deployed PCs by installing Windows OS, configuring devices, and setting up licensed applications, enabling faster workstation readiness for employees.
• Managed Active Directory tasks including user account provisioning, access control, and permissions, ensuring access aligned with IT security policies.
• Maintained accurate ticket documentation by recording issue analysis, troubleshooting steps, and final resolutions, supporting future faster fixes and knowledge sharing.
• Escalated complex issues to internal IT teams/vendors with clear technical findings, improving escalation quality and speeding up second-line resolution.
• Collaborated with internal teams to support process improvement and service quality, contributing to higher user satisfaction and smoother support workflows.

Customer Service Specialist at Radiance Clinics (2025-01 – Present)

• Served as the first point of contact for customers via phone, email, and in-person, ensuring fast handling of inquiries and service support needs.
• Coordinated with IT, billing, and operations to resolve service-related issues efficiently and reduce repeated complaints.
• Maintained accurate customer records and documentation, improving service tracking and follow-up quality.
• Identified recurring service gaps and suggested improvements that supported smoother customer experience and better internal coordination.

Client Coordinator at Kaya Skin Clinic (2023-05 – 2025-01)

• Coordinated cross-department communication to improve client experience and reduce delays in service delivery.
• Managed scheduling, documentation, and service reporting with strong attention to detail, supporting efficient daily operations.
• Delivered high-quality client support through calls and in-person assistance, ensuring professional handling of client needs.

Bachelor of Computer Studies in Information Technology & Computing – Arab Open University (2020-01)