Mohammed Zubair
Junior IT Support / Help Desk Support Agent
Profile summary
Dedicated Junior IT Support professional of technical support experience across insurance and logistics sectors. Proficient in Windows and Linux troubleshooting, Active Directory administration, Office 365 configuration, and help desk ticketing systems. Resolved system errors, connectivity failures, and software malfunctions through systematic remote support and documented incident management. Holds Google IT Support Professional Certificate and Cisco Certified Network Associate credential. Committed to delivering responsive user support and maintaining service level agreements while building expertise in IT infrastructure and network operations.
Career highlights
Technical Support Delivery: Resolved Windows and Linux system errors, connectivity failures, and software malfunctions through systematic troubleshooting and remote guidance at insurance organization.
IT Infrastructure Certification: Earned Google IT Support Professional Certificate and Cisco Certified Network Associate credential, validating foundational help desk and network support competencies.
Support Operations & Documentation: Tracked ticket status through closure across two organizations, documented incidents with technical details, and escalated unresolved cases to senior staff.
User Access & System Configuration: Processed user access requests, password resets, and desktop configurations to enable staff system access; coordinated printer connectivity issues with network resources.
Key skills
Professional experience
Contributed to first-line technical support at The Sudanese Insurance & Reinsurance Co. LTD, resolving hardware, software, and system issues for end users. Handled Windows and Linux troubleshooting, connectivity diagnostics, user access provisioning, and printer support while maintaining incident documentation and escalation protocols.
- Resolved Windows and Linux system errors, connectivity failures, and software malfunctions through systematic troubleshooting and remote guidance.
- Processed user access requests, password resets, and desktop configurations to enable new and existing staff system access.
- Investigated printer connectivity and functionality issues, coordinating with network resources when required.
- Documented all support incidents with technical details and resolution steps, escalating unresolved cases to senior technical staff.
- Tracked ticket status through closure, confirming user satisfaction and preventing recurring issues.
Contributed to customer support operations at Belek Sea Cargo Services LLC, handling inbound inquiries and complaints across phone and email channels. Managed case documentation, prioritized escalations, and developed foundational service recovery skills in a fast-paced logistics environment.
- Processed customer inquiries and complaints via phone and email, documenting case details and routing urgent issues to appropriate teams.
- Maintained accurate case notes and follow-up records, ensuring continuity of service and timely resolution tracking.
- Built front-line support competencies in customer follow-up and service recovery during initial role tenure.