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Technical Support Manager
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Last seen: 25 June 2025 9:29 PM

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Web Design Graphic Design Figma UI/UX Web design analytical Skills Management Cross-functional Collaboration ● Problem Solving & Troubleshooting html css

Profile Details

Experience 9 Years

U.A.E Experience 2 Years

Industry Information Technology

Nationality ---

Visa Status Not Applicable

Qualification Bachelor - Bachelor’s Degree in Computer Science

Driving License ---

Industry Titles

Information Technology

Engineering

Summary of Career

Managed a team of 20+ technical support specialists, using ITIL processes to improve Service Level Agreement (SLA) compliance by 10%.
Coordinate with cross-functional teams to optimize product features and resolve complex technical issues.
Enhanced customer satisfaction by 15% through process optimizations, first-call resolution (FCR) improvements, and better escalation handling.
Monitor and analyze team performance metrics, providing coaching and training to achieve set goals and improve efficiency.
Reduced average response times by 20% by implementing a new ticket escalation system and improving process documentation.
Played a key role in enhancing service quality by identifying inefficiencies in support processes and implementing targeted improvements that reduced resolution times by 15%.
Actively engaged with high-profile customers to ensure smooth issue resolution and anticipate potential problems, leading to a 12% improvement in customer satisfaction scores.
Delivered expert-level technical support for computer, printer, and router-related issues, ensuring fast and accurate issue resolution.
Assisted management in creating and enforcing new policies and procedures to improve team efficiency.
Worked closely with upper management and various departments to resolve technical issues, ensuring customers’ needs were met.

Resume / CV

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Achievements

No achievements available.

Work Experience

Technical Support Manager (Telecom & Remote Support)

vodafone UK

02 January 2023 — To date

● Leadership & Team Management: Managed a team of 20+ technical support specialists, using ITIL

processes to improve Service Level Agreement (SLA) compliance by 10%.

● Customer Satisfaction & Operational Efficiency: Enhanced customer satisfaction by 15% through

Senior Technical Support Engineer (Team Lead & Escalations)

Vodafone Group

01 January 2022 — 01 December 2022

● Team Leadership & Mentorship: Supervised a team of technical support agents, offering expert guidance

on resolving advanced technical issues and ensuring team members’ professional growth through ongoing

mentorship and targeted training programs.

Technical Support Engineer

Vodafone Group

01 July 2020 — 01 January 2022

● Customer Support: Delivered expert-level technical support for computer, printer, and router-related

issues, ensuring fast and accurate issue resolution.

● Policy Implementation: Assisted management in creating and enforcing new policies and procedures to

Technical Support Representative

01 November 2016 — 01 December 2019

● Tiered Support: Coordinated with Level 1 support teams to handle escalated customer issues, ensuring

quick and effective resolutions.

● High-Pressure Support: Resolved complex technical issues that required escalation to Level 3,

Academic Qualification

Bachelor

01 July 2015

Bachelor’s Degree in Computer Science

Certifications

Name: Language

Duration: 4 years

Description:
Has studied for more than 4 years in English

Name: Bachelor of Information technology

Duration: 4 years

Description:
Bachelor

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Help Shaimaa to find matching jobs

Post Nov 12, 2024

*Immediate Hiring* We are hiring below positions at Abu Dhabi/ Dubai, UAE in Oil & Gas Detailed/feed/design experience
*Immediate Hiring*

We are hiring below positions at Abu Dhabi/ Dubai, UAE in Oil & Gas Detailed/feed/design experience:

1. Lead Electrical Engineer
2. Instrument Designer
Immediate Joiners can share their CVs on hr@petroka.com
[11/11, 5:41 PM] null: Job Opening in Saudi Arabia, Jubail
See more

Arfa Jamshad

Post Nov 12, 2024

We are hiring below positions at Abu Dhabi/ Dubai, UAE in Oil & Gas Detailed/feed/design experience: 1. Lead Electrical We are hiring below positions at Abu Dhabi/ Dubai, UAE in Oil & Gas Detailed/feed/design experience:

1. Lead Electrical Engineer
2. Instrument Designer
Immediate Joiners can share their CVs on hr@petroka.com
[11/11, 5:41 PM] null: Job Opening in Saudi Arabia, Jubail

Job Title: RELIABILITY CENTER MAINTENANCE , RCM Engineer

Qualifications: Bachelor’s degree in mechanical engineering.
Experience: +9 Years of related experience.
Experienced in implementation of RCM methodology in any industry of experience in the field of Rotating equipment maintenance/reliability.

Interested Candidates, share your profiles with job title at Njb@jaddarah.com
[11/11, 5:43 PM] null: #hiring for below positions.
Saudi Arabia.

▪️ Operator PP.
▪️ Operator HDPE.
▪️ Operator LDPE.

Qualification & Experience.
Bachelors degree in chemical.
Minimum 8 years of experience in desired plants preferred chemical industry.

Interested applicants may reach at nasir.wanie0923@gmail.com
Please specify your plant experience in email subject line. See more

Arfa Jamshad

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