Tayeba Jabeen
IT Support Engineer
Dubai,U.A.E
Summary
Skilled Technologist with experience in configuring computers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
IT Support Specialist
Robert Bosch Middle East
Dubai, U.A.E
11.2021 - Current
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Remote support to 4 office locations in different countries in the Middle East.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Updated software to safeguard against security flaws.
- Answered questions and provided information to customers about new software or hardware.
- Managed backup and recovery of data assets to safeguard system availability.
- Delivered onsite technical support for 80-90 employees.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Researched product and issue resolution tactics to address customer concerns.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware and granted system permissions to new employees.
- Assisted with updating technical support best practices for use by team.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Submitted service tickets for equipment maintenance requests.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
- Ordering and receiving CI equipment (recording and sending out reminders and notifications to the concerned person(s) )
- Liaise with contractors and suppliers and clearly communicate technical issues and Bosch standards
- Providing technical support/input to site and team projects and initiatives
- Managed Inventory (assets management and tracking)
Intern
Solutions Middle East
Dubai
08.2019 - 10.2022
- Reported on new IT products in the market, Marketing products, presentation of contract renewal proposals, follow up with clients, implement marketing strategies, design posters and draft emails for promotion.
- Managed over 30 customer calls per day which contributed to the growth of the company contacts
- Sorted, organized and maintained files.
- Liaised with clients to assess needs and responded to inquiries.
- Collected, arranged and input information into database system.
- Generated reports detailing findings and recommendations.
- Took meeting notes and compiled paperwork to support department.
- Produced high-quality communications for internal and external use.
Education
Bachelor of Engineering (Honors) - Electrical Engineering
University of Wollongong
Dubai, DU 09.2015 - 10.2019
High School Diploma -
English Language School
Dubai, U.A.E 09.2011 - 06.2013
Skills
C ,C, Assembly
MATLAB and AutoCAD
Cisco Packet Tracer and GNS 3
Onfiguration of Cisco switches and routersC
VLAN,VTP,STP,DTP,TCP/IP
Microsoft 365
Desktop support
Technical documents comprehension
Network diagnostics
Adobe and Adobe Flash
Power BI
Python
Java
Certification
Cisco Certified Network Professional
Cisco Certified Network Professional
Well versed in Implementing, maintaining and resolving issues relating to local and wide area networks at the enterprise level. Able to work in collaboration with specialists in areas such as advanced security, voice, wireless, and video solutions.
Additional Information
UAE Driving License holder
Timeline
IT Support Specialist
Robert Bosch Middle East
11.2021 - Current
Cisco Certified Network Professional
08-2021
Intern
Solutions Middle East
08.2019 - 10.2022
Bachelor of Engineering (Honors) - Electrical Engineering
University of Wollongong
09.2015 - 10.2019
High School Diploma -
English Language School
09.2011 - 06.2013