1. AMAL MOHAMMED Al SAFWANI
Kingdom of Saudi Arabia – Dhahran
CONTACT ▼
E-mail : tolymoon14@gmail.com
Mobile No. : 00966 5606 44444
Marital status : Married
Nationality : Saudi
Career Objective ▼
Looking for Challenging environment with potential growth that uncover my capabilities and
skills; which helps me define a clear vision and execute an ambitious plans to achieve
company’s goals.
SUMMARY OF QUALIFICATIONS▼
Experienced and knowledgeable Information Technology Professional seeking to contribute
training and acquired skills within a Help Desk support role. Works well independently, or in
a group setting providing all facets of computer help desk support such as troubleshooting,
installations, and maintenance. I’m In-depth knowledge and understanding of numerous
software packages and operating systems. I’m Skilled in providing Customer and End-User
Help Desk Support. Easily identify and resolve technical issues and concerns. Last but not the
least; I’m excellent in communication and presentation capabilities.
Education & Courses ▼
 Bachelor of Science in information Technology and Computing at Arab Open
University GPA 3.63 out of 4 Second Class Honours (1st Division).
 English Language level 2 & 3 from Georgia Southern University _ USA
 English language level 4, 5 & 6 from Ball State University _ USA
 IELTS exams United States (Listening, Reading, Writing & Speaking) grade score 5.
 Microsoft Courses
New Horizon
 Microsoft Windows (98, NT, 2000, XP, and Vista)
 Microsoft Office (Excel, Access, Word, PowerPoint and Outlook)
 Java and Typing
New Horizon

2. WORK EXPERIENCE▼
MENA BUSINESS SERVICES Company (Oct. 2010 – Present).
CONTRACTOR IN SAUDI ARAMCO OIL COMPANY
March 2014 – Present - IT analyst (E-Support)
Computer and Communication analyst: Provides prompt and accurate support to
users, employing a high degree of customer service and technical expertise
Uses various techniques for resolving problems; escalates trouble tickets as necessary
to specialized staff for resolution
Develops support methods and attends training sessions on an ongoing basis to keep
skills sharp
Participates in team projects that enhance the quality of service
Has constant interaction with customers; therefore, must be effective in interpersonal
communications and problem solving.
September 2013 – February 2014 - Saudi Aramco IT Help Desk & E-Support
 I’m responsible for IVR (interact voice responds) on daily basis. I check IVR excel
sheet which is connected and updated by the service department for any poor rating
given by customers to our agents. I contact unsatisfied clients by email or phone to
understand their concerns and find the reasons behind our poor ratings.
 I’m part of E-support. I’m responsible to follow CRM requests with concerned group
for their action to either expedite or advice the solution.
October 2012 – August 2013 - IT Helpdesk
MULTI-FUNCTION IT HELP DESK
 Provided computer help desk support via telephone communications with end-users.
 Proven success working in high-volume, 24x7 technical call centres.
 Performed diagnostics and troubleshooting of system issues, documented help desk
tickets/resolutions.
 Provided computer help desk support and technical training on hardware/software to
end users.
 Consistently praised for communicating effectively with both technical and
nontechnical users.
 Known for excellent problem-solving skills and patience in dealing with frustrated
users.
 Performed set-up, break-down, and transport of agency equipment on an as-needed
basis.
 Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above
quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes --
well below 7-minute goal.
 Diagnose, troubleshoot and resolve a range of software, hardware and connectivity
issues.
 Excel in asking probing questions and researching, analysing and rectifying problems.
 Received "outstanding" ratings on performance reviews till now, with top marks in
teamwork, customer service, communication skills and technical problem-solving.

3. INTERESTS▼
Music, Reading, Painting
REFERENCES▼
Mr. Mustafa Mubarak
Email: mustafa.mubarak@aramco.com
Phone: 00966 13 8623033
SKILLS▼
 Excellent Communication, Influencing & Leadership skills.
 Ability to work as a part of teamwork as well as individual.
 Ability to work with a multi-cultural environment.
 Good in writing and verbal communication skills.
 Flexibility to work under pressure.
 Ability to learn any knowledge and tools to develop my career.
 Good communication skill in Arabic and English
 Computer knowledge in most common programs.
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