Abubaker Ali
Customer Service Representative | IT Support
Profile summary
IT Support Engineer | Customer Service Representative | Technical Support Engineer with 7 years of experience in technical support and client-facing roles. Managed 40–60 daily inquiries while maintaining 95% SLA compliance and 90% first-contact resolution rates. Uses technical troubleshooting, Active Directory, and O365 administration to resolve complex customer issues within GCC markets.
Career highlights
Technical Support Operations: Provided on-site and remote IT support to over 250 employees at Nano Pharma, increasing first-call resolution rates to 90% through effective incident management.
Customer Service Excellence: Managed 40–60 daily inquiries at Zadna International, closing 95% of cases within SLA timelines and resolving 90% of customer issues on first contact.
Infrastructure and Maintenance: Deployed business servers and user devices while reducing recurring technical issues by 25% through root-cause analysis and preventive maintenance at Nano Pharma.
Professional Certification: Completed the Google IT Support Professional Certificate and ITIL Foundation training to formalize expertise in incident management, network troubleshooting, and service desk operations.
Key skills
Professional experience
Led customer support and technical assistance operations at Emirates Transport, directing service delivery for GPS, CCTV, and fleet tracking systems. Managed end-to-end resolution of service requests for school bus fleets while ensuring adherence to safety and technical standards.
- Provided technical support for GPS, CCTV, and tracking systems to maintain continuous service operations for school bus fleets.
- Managed customer inquiries and coordinated with technical teams to resolve service requests within established SLA targets.
- Performed troubleshooting and guided users through issue resolution to ensure compliance with safety and technical standards.
- Documented service requests, incidents, and resolutions to maintain accurate records and support high customer satisfaction levels.
Led customer support operations at Zadna International Investment Company Ltd, managing daily inquiries across phone, email, and internal channels. Directed case resolution workflows and coordinated with technical teams to maintain service continuity and documentation standards.
- Resolved 90% of customer issues on first contact by applying troubleshooting and service guidance.
- Managed 40–60 daily inquiries, closing 95% of cases within agreed SLA timelines through ticketing systems.
- Reduced repeated service issues by 30% by assisting customers with account access and system-related requests, while maintaining a 95% customer satisfaction rate.
Led IT support operations at Nano Pharma Medical Agencies, directing technical services for over 250 employees. Managed the deployment of business servers and user devices while overseeing incident management processes to maintain enterprise application availability.
- Provided on-site and remote IT support to 250+ employees, increasing first-call resolution rates to 90%.
- Supervised incident management processes, reducing recurring technical issues by 25% through root-cause analysis and preventive maintenance.
- Deployed and maintained business servers and user devices as part of company-wide infrastructure upgrade projects.
Led IT technical support operations at the University of Gezira, directing the resolution of daily hardware and software incidents for staff and students. Managed the end-to-end ticketing lifecycle and maintained technical documentation to support system stability.
- Managed 20–30 daily support tickets by prioritizing incidents based on impact and urgency within a structured ticketing system.
- Provided technical support for Windows operating systems, network connectivity, email services, and virtual server environments.
- Developed documentation and knowledge base articles, which reduced resolution time for recurring technical issues.
Education
Software & Systems Engineering