Ibrahim Osman

Background

About Ibrahim Osman

Dear Sir / madam I am submitting my resume to be considered for the advertised position of IT Support Engineer / Service Desk Engineer. I have a solid background in IT Support from past work experience and an education that will allow me to greatly contribute to the company in this role. My degree in Computer Science provided me with the strong foundation to pursue work in of IT Support / Service Desk. I served as an IT Support / Service Desk Engineer at: • ITQAN ALKHALEEJ COMPUTER (Ministry of Education MOE -Schools Project). • Smart Technology Services-DWC (ADEC Schools Project). • Estemarat Services LLC. where I provided desktop software and hardware support to a wide range of clients and products, including support for Windows 2003/2008 Server and Active Directory, Windows OS, Microsoft Office Suite and MFD’s. The following are some additional highlights of my qualifications and experience: • Provided support for phone and email requests in a professional and courteous manner • Experience in using CRM/ITSM/ticketing tools • Maintained detailed records of support provided in an incident management system • Experience in IT Service Management and ITIL framework/processes • Experience in handling and managing SLAs • Installed and Configured mail clients on mobile devices • Resolved faults as soon as they occurred and escalated critical problems to the necessary authority to be resolved immediately. My 12 years of experience in IT Support Engineer / Service Desk Engineer have prepared me well to exceed in the position of IT Support Engineer. I am inspired by the work being done by your company and am excited by the opportunity to join the team. Thank you for your consideration, I look forward to hearing from you. Yours faithfully Ibrahim Osman 0551843340