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abood_alnajjar

Abedalhaleem A

@abood_alnajjar

TechOps Engineer Technical Support Specialist

Jordanien
Arabisch, Englisch
Einige Informationen werden in englischer Sprache angezeigt.
Über mich
I am a results-driven technical support professional with over 3 years of experience in Tier 2/3 application support and team leadership. I specialize in API diagnostics, incident management, and platform stability using tools like Grafana and Datadog. I am ITIL 4 certified and actively developing expertise in Linux administration.... Mehr lesen

Kompetenzen

a
abood_alnajjar
Abedalhaleem A
offline • 
Durchschnittliche Antwortzeit: 1 Stunde

Meine Dienstleistungen

Technische Texte
I will write clear standard operating procedures and user manuals
Ab30 $ / ProjektWeitere Details

Arbeitserfahrung

LinkedIn

Technical Support Specialist

LinkedIn • Vollzeit

May 2024 - Present • 2 yrs 3 mos

• Managed and provided Tier 2/3 technical support for the ESPO CRM platform, ensuring smooth user adoption and maintaining system efficiency. • Authored and maintained comprehensive feature-level documentation for three core web portals (Admin, Partner, Doctor), streamlining internal onboarding processes. • Developed detailed user and technical guides for proprietary 3D Viewer and File Converter tools, reducing support queries from technical and non-technical stakeholders by 75%. • Collaborated cross-functionally with Development and Product teams to ensure accuracy and consistency of all software documentation and knowledge-base articles. • Utilized Swagger for API testing and rapid issue diagnosis; produced post-incident summaries and resolution reports to prevent recurrence and ensure platform stability. • Informally led a 3-member unit, consistently exceeding weekly productivity targets by 30–45% through strategic task distribution and formal performance tracking. • Conducted root cause analysis on recurring support escalations, identifying systemic gaps and implementing process improvements that reduced repeat incidents. • Engineered and optimized shift scheduling processes using AI tools, reducing swap-related delays by 30% and improving overall team operational efficiency. • Instituted structured feedback loops to proactively improve team morale, enhance cross-functional communication, and foster employee ownership among team members.