Summary
Overview
Work history
Education
Skills
Timeline
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Mohamed Ibrahim

Birmingham

Summary

I possess strong analytical and problem-solving abilities that contribute to organizational success. My skills in communicating technical concepts clearly foster collaboration across diverse teams. I have a knack for diagnosing issues and developing actionable solutions, ensuring reliability and user empowerment. With a proactive mindset and keen attention to detail, I am dedicated to delivering exceptional support and driving continuous improvement.

Overview

3
3
years of professional experience

Work history

System support analyst

Jaama LTD
05.2024 - Current
  • Replicate and Diagnose Issues: Systematically replicate customer-reported issues in a controlled testing environment to identify root causes and develop effective solutions.
  • Provide Step-by-Step Guidance: Deliver clear, detailed instructions to customers for resolving issues, ensuring they can successfully navigate and rectify problems independently.
  • Collaborate with Development Teams: Document and escalate unresolved issues to the development team, providing comprehensive replication steps and utilizing the latest test system versions to facilitate efficient troubleshooting.
  • Execute SQL Scripts for Data Integrity: Perform SQL scripts to address data inconsistencies and bugs identified by customers, ensuring system reliability and optimal performance.
  • Manage Upgrades and Customer Communication: Oversee system upgrades by adhering to a stringent checklist for backups and upgrades, while maintaining direct communication with customers and development teams to ensure timely resolution and alignment with service level agreements (SLAs).

Customer service advisor ( Adult social care)

Lynx Employment Service LTD
06.2023 - 02.2024
  • Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
  • Followed company policy and procedures to ensure the correct placement of hospital equipment.
  • Liaised with medical professionals and drivers to ensure service users' needs were met.
  • Managed workload distribution among staff members efficiently.
  • Handled inbound and outbound calls, liaising with service users, their families, and prescribers within agreed KPIs.
  • Maintained records and documentation accurately and efficiently.

First line support analyst ( Work Experience)

The Recruitment Agency Ltd
01.2022 - 04.2022
  • Provided exceptional customer service for corporate and retail inquiries, ranging from IT queries to equipment problems.
  • Installed and configured operating systems and software, ensuring compliance with company standards.
  • Demonstrated strong problem-solving skills in addressing various technical issues.
  • Effectively communicated technical information to non-technical users, enhancing overall customer satisfaction.
  • Monitored computer system performance and intervened in identified problems.
  • Maintained and repaired peripheral equipment connected to laptops and desktops.
  • Backed up servers regularly to reduce data loss.
  • Investigated reports of system errors to try to reproduce problems and trace faults.

Education

Bachelor of Science - Cyber Security

De Montfort University
Leicester

GCSEs -

Moseley School and Sixth Form
Birmingham

Level 3 Extended Diploma - Information Technology

Solihull College and University Centre
Solihull

Skills

  • Commitment to Support: Dedicated to assisting others and guiding them through problem resolution effectively
  • Analytical Skills: Exceptional problem-solving abilities complemented by a keen attention to detail
  • Change Management: Understanding of change control processes with practical experience in managing transitions smoothly
  • Proactive Initiative: Self-motivated and capable of taking initiative, requiring minimal direction to achieve goals
  • Rapid Learner: Demonstrated ability to quickly understand and adopt new concepts and technologies
  • Adaptability: Flexible and open-minded, eager to learn and tackle new challenges as they arise
  • Effective Communication: Strong verbal and written communication skills, adept at conveying complex technical information clearly and concisely
  • Technical Troubleshooting: Analytical thinker skilled in efficiently identifying and resolving technical issues

Timeline

System support analyst

Jaama LTD
05.2024 - Current

Customer service advisor ( Adult social care)

Lynx Employment Service LTD
06.2023 - 02.2024

First line support analyst ( Work Experience)

The Recruitment Agency Ltd
01.2022 - 04.2022

Bachelor of Science - Cyber Security

De Montfort University

GCSEs -

Moseley School and Sixth Form

Level 3 Extended Diploma - Information Technology

Solihull College and University Centre

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Mohamed Ibrahim