Ali Mohamed Moalem
Thornton Heath,Croydon
Summary
Dedicated and detail-oriented Service Desk Analyst with a solid foundation in IT support and customer service. Proficient in troubleshooting hardware and software issues, with a strong understanding of networking concepts and operating systems. Adept at delivering timely and effective solutions to enhance user productivity and satisfaction. Committed to continuous learning and professional development
Overview
1
1
year of professional experience
6
6
years of post-secondary education
Work History
IT Service Desk Analyst
Globalnet
Stonebridge, Brent
11.2023 - 06.2024
- Effectively communicated complex technical concepts to customers with varying levels of technical understanding in a clear, non-patronizing manner, ensuring customer satisfaction and enhancing user experience.
- Answered user questions about hardware and software operation to help resolve problems.
- Escalated complex problems to senior IT staff for swift resolution.
- Participated in on-call duties outside business hours that ensured 24 and 7 support availability.
- Delivered complete set-up assistance for networking systems, IP phone equiment and related IT gear.
- Increased customer satisfaction by resolving issues.
Education
Bachelor of Arts - Communication Studies
Verona University
ITALY 09.2012 - 07.2018
Skills
- Troubleshooting: Ability to diagnose and resolve technical issues efficiently
- Communication: Clear and concise communication with users to understand and resolve their issues
Computer Hardware : Proficient in diagnosing, assembling, and maintaining computer hardware components, including CPUs, RAM, storage devices, and peripherals, ensuring optimal system performance and reliability
Networking Basics: Understand the fundamentals of networking, including IP addressing, DNS, and DHCP
- Problem-Solving: Strong analytical skills to identify the root cause of issues and implement effective solutions
- Interpersonal Skills: Building good working relationships with colleagues and users
- Conflict de-escalation: Effectively de-escalate conflicts by staying calm, listening actively, and using positive, non-confrontational language Set clear boundaries, seek common ground, and offer solutions to encourage collaboration and resolution
Languages
Italian
Intermediate
Arabic
Elementary
Somali
Intermediate
Timeline
IT Service Desk Analyst
Globalnet
11.2023 - 06.2024
Bachelor of Arts - Communication Studies
Verona University
09.2012 - 07.2018
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