Certified IT Support Specialist with a strong foundation in diagnosing technical issues and providing efficient solutions. Eager to apply my knowledge in customer service and technical troubleshooting to contribute effectively to support team while further developing my expertise.

• **Technical Skills for Technical Support**  

  1. Hardware Support – Diagnosing and repairing desktops

• laptops
• printers
• and peripherals.  

  2. Software Support – Installing

• configuring
• and troubleshooting OS (Windows
• macOS
• Linux) and applications.  

  3. Network Troubleshooting – Resolving connectivity issues (TCP/IP

• DNS
• DHCP
• VPN
• Wi-Fi).  

  4. Remote Support Tools – TeamViewer

• AnyDesk
• Remote Desktop
• Zendesk.  

  5. Ticketing Systems – Managing support requests via Jira

• ServiceNow
• Freshdesk
• or Zendesk.  

  6. Basic Cybersecurity Knowledge – Malware removal

• password security
• phishing awareness.  

  7. Active Directory & User Management – Password resets

• account creation
• group policies.  

  8. Cloud Support – Basic knowledge of Microsoft 365

• Google Workspace
• AWS
• or Azure.  

  9. Mobile Device Support – Troubleshooting iOS/Android devices and MDM solutions.  

  10. Scripting/Automation Basics – PowerShell

• Bash
• or Python for repetitive tasks (optional but valuable).  

  *Soft Skills for Technical Support*

  ✔ Problem-Solving – Quickly identifying and fixing technical issues.  

  ✔ Customer Service – Patience

• empathy
• and clear communication with non-technical users.  

  ✔ Time Management – Handling multiple tickets efficiently.  

  ✔ Active Listening – Understanding user problems accurately.  

  ✔ Documentation – Creating clear guides and knowledge base articles.  

  ✔ Team Collaboration – Working with IT teams to escalate complex issues.  

  **Technical Skills**  

  - Hardware & Software Troubleshooting | Windows/macOS/Linux Support | Network Diagnostics  

  - Remote Desktop Tools (TeamViewer

• AnyDesk) | Ticketing Systems (Zendesk
• ServiceNow)  

  - Active Directory & User Management | Microsoft 365 & Google Workspace Administration  

  **Soft Skills:**  

  - Customer-Centric Problem Solving | Effective Communication | Multitasking & Prioritization. 

** Google cyber security **

Coursera 2025 

** Google Technical Support **

Coursera 2025

** Social Media Admin **

Organization of care for widows and orphans ( Volunteer) 20/10/2023 - 10/06/2024 

** IT Assistant **

National Organization for Sustainable Rural Development 14/10/2024 - 01/04/2025 

** IT Deploma **

Univarsity of omdurman Alahlia (2017 - 2020)