Mohamed El Airou
Leicester
Summary
Driven Support Technician with keen interest in providing technical assistance and solving problems. Proficient in troubleshooting hardware issues and offering exceptional customer service. Committed to enhancing operational efficiency and ensuring seamless user experiences. I bring attention to detail and a dedication to technical improvement to each job. I'm also working on my CompTIA Sec+ certification.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
2nd line Support Technician
VenturEd Solutions
Leicester, United Kindom
10.2023 - Current
- Applied SQL skills to investigate complex software issues
- Provided technical support for enhanced customer satisfaction.
- Resolved technical issues to maintain smooth workflow.
- Assisted clients with software installation for improved user experience.
- Created detailed reports on resolved issues for future reference.
- Handled an average of 15+ customer calls daily, providing effective resolutions and ensuring customer satisfaction.
- Prioritised tasks effectively, ensuring high productivity levels.
- Handled sensitive data with utmost confidentiality whilst adhering to company policies.
- Adhered strictly to SLAs when resolving client issues.
- Took ownership of personal queue, seeing issues through to resolution or escalation as appropriate.
Partner Support Agent
Community Brands
Leicester
12.2022 - 11.2024
- Investigating, diagnosing, troubleshooting, and solving environmental/network issues
- Walking customers through a series of actions to help resolve issues or providing remote assistance
- Install relevant software in relation to onboarding or configuring software for existing customers where needed
- Supporting multiple SaaS products, onboarding new customers, and troubleshooting problems raised both over the phone and via email/web-form
- Answering phone calls from customers, schools, trusts and local authorities and assisting them with troubleshooting the company's software
- Delivered excellent customer service by troubleshooting and resolving technical issues.
- Assisted end-users to enhance their understanding of software applications.
- Installed, maintained, and repaired hardware components, ensuring optimal functionality.
Health care assistant
Prime Life
Leicester
08.2022 - 12.2022
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-day-day duties accurately and efficiently
- Help people to move around
- Help and assist with medication
Health Care Assistant
Pearson Anderson Solution
Leicester
07.2021 - 07.2022
- Help and assist with medication
- Serving meals and helping to feed patients
- Monitoring patients' conditions by taking temperatures, pulse, respirations and weight
System Administrator / Data entry
Tétouan
07.2020 - 12.2021
- Compiled, sorted and verified the accuracy of data before it was entered Compared data with source documents, or re-entered data in verification format to detect errors Stored completed documents in appropriate locations Located and corrected data entry errors, or reported them to supervisors
- Software and hardware management
- Customer support services
- Software installation, configuration and upgrades
- Data loss mitigation
- System backup/Recovery
Remote Chat Support (Customer Service)
Tétouan
05.2018 - 07.2018
- Profound knowledge of all chatting modes
- Excellent knowledge of principles and processes of giving the best customer and personal service
- Ability to maintain a positive attitude in high-stress and fast-paced work environment
- Adaptive and flexible to changing technologies, process and environments
- Ability to work and make decisions with minimal supervision
- Strong interpersonal and communication skills
- Well organized and attentive to detail
Education
Master's Degree - Intercultural Communication
Anglia Ruskin University
01.2021 - 05.2022
Bachelor's degree - Business Communication, English literature
Université Abdelmalek Essadi
01.2014 - 01.2016
Skills
- Troubleshooting network concerns
- Onsite and remote technical support
- DHCP
- DNS
- Ethernet
- TCP/IP network environment
- Hardware systems and components
- IT diagnostics and solutions
- LAN administration
- Windows
- Apple
- ISO
- Linux
Timeline
2nd line Support Technician
VenturEd Solutions
10.2023 - Current
Partner Support Agent
Community Brands
12.2022 - 11.2024
Health care assistant
Prime Life
08.2022 - 12.2022
Health Care Assistant
Pearson Anderson Solution
07.2021 - 07.2022
Master's Degree - Intercultural Communication
Anglia Ruskin University
01.2021 - 05.2022
System Administrator / Data entry
07.2020 - 12.2021
Remote Chat Support (Customer Service)
05.2018 - 07.2018
Bachelor's degree - Business Communication, English literature
Université Abdelmalek Essadi
01.2014 - 01.2016
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