Timeline
Summary
Work History
Education
Skills
Languages
Certification
Overview
Work Availability
Additional Information
Hi, I’m

Amr Naser

Tech Solutions Specialist
Krakow,Poland
Amr Naser

Timeline

User Support Technician

Global Solutions
05.2025 - Current

Lateral Leadership certificate

09-2024

Global User Support Coordinator

QIAGEN Wrocław
04.2024 - 05.2025

IT Manager Academy II certification

04-2024

MANAGEMENT 3.0 certification

03-2024

ITIL 4 FOUNDATION certification

06-2023

IT Consultant, Infrastructure Architecture

QIAGEN Wrocław
02.2023 - 03.2024

Learning Management System Administrator

QIAGEN Wrocław
12.2022 - 02.2023

HR Technology Specialist

Al Muntasser Contracting & Trading
07.2014 - 10.2022

Hotel Reservations Agent

Amer Group
03.2013 - 07.2014

Electronic Parts Salesperson

Mobile Shop Egypt
10.2012 - 03.2013

WSB University

BBA from Engineering of Management
04.2001

Mansoura University

BBA from Law
04.2001

Summary

Dynamic technology professional with extensive experience in user support and technical troubleshooting. Skilled at resolving complex issues, collaborating with cross-functional teams, and adapting to evolving technologies. Known for clear communication, strong interpersonal skills, and a customer-focused approach that drives efficiency and enhances user satisfaction.

Work History

Global Solutions
Wrocław, Lower Silesia

User Support Technician
05.2025 - Current

Job overview

  • Enhanced user experience by addressing and resolving technical issues promptly and efficiently.
  • Proactively identified opportunities for system improvements based on analysis of recurring patterns in help desk tickets.
  • Maintained master RMS list of users across various platforms, and direct and remote access points.
  • Served as a trusted liaison between users and IT management, effectively communicating needs on both sides for optimal collaboration.

QIAGEN Wrocław
Wrocław, Lower Silesia

Global User Support Coordinator
04.2024 - 05.2025

Job overview

  • Delivered high-quality user support, ensuring prompt resolution of technical and non-technical issues via email, chat, and ticketing systems.
  • Escalated complex cases to appropriate teams, tracked progress, and ensured timely resolution.
  • Maintained and updated support documentation, FAQs, and knowledge bases to enhance self-service options.
  • Monitored support trends, generated reports on issues/response times, and proposed process improvements.
  • Analyses customer feedback to refine support strategies, enhance engagement, and improve satisfaction.
  • Assisted in onboarding and training new team members, sharing knowledge and best practices.
  • Performed general administrative tasks including mailing/shipping, maintaining legal postings, and publishing employee communications.
  • Ensured compliance with policies and regulatory guidelines by maintaining accurate records and audit-ready documentation.

QIAGEN Wrocław
Wrocław, Lower Silesia

IT Consultant, Infrastructure Architecture
02.2023 - 03.2024

Job overview

  • Inspected and maintained IT equipment, optimized system controls, and ensured operational availability of end-user services.
  • Increased client satisfaction by delivering timely troubleshooting and reducing downtime through proactive maintenance and updates.
  • Enhanced efficiency by implementing IT solutions, optimizing processes, and ensuring compliance with security policies.
  • Managed and secured mobile devices using Microsoft Intune (MDM), including application deployment, security configuration, and compliance enforcement.
  • Supported onboarding by preparing IT starter packages, setting up mobile devices, and providing end-user training.
  • Deployed software, executed asset changes, and maintained accurate records in ServiceNow (hardware lifecycle management & inventory auditing – 95% accuracy).
  • Supported video conferencing systems, meeting room technology, and general IT infrastructure.
  • Contributed to documentation, procedures, and process updates, and communicated IT updates within the department.

QIAGEN Wrocław
Wrocław, Lower Silesia

Learning Management System Administrator
12.2022 - 02.2023

Job overview

  • Led a global data migration project, validating training content for accuracy and consistency.
  • Collaborated with international teams (US, Poland, UK, Germany) to standardize learning initiatives.
  • Gained hands-on experience in LMS administration, training programs, and content development.

Al Muntasser Contracting & Trading
Doha, Qatar

HR Technology Specialist
07.2014 - 10.2022

Job overview

  • Managed support tickets by logging updates, tracking progress, and ensuring clear communication with users and managers.
  • Integrated and implemented HR technologies, including payroll software, applicant tracking systems, and performance management tools.

Amer Group
Cairo, Egypt

Hotel Reservations Agent
03.2013 - 07.2014

Job overview

  • Monitored competitor pricing strategies, adjusting rates accordingly to remain competitive within the market.
  • Assisted guests in selecting suitable accommodations based on their preferences and budget.

Mobile Shop Egypt
Cairo

Electronic Parts Salesperson
10.2012 - 03.2013

Job overview

  • Boosted sales by consistently engaging with customers and addressing their needs effectively.
  • Developed relationships with clients for increased loyalty and repeat business.

Education

WSB University
Kraków

BBA from Engineering of Management
04.2001

Mansoura University
Egypt

BBA from Law
04.2001

Skills

Languages

Arabic
Arabic
Native or Bilingual
English
Full Professional
Polish
Elementary

Certification

IT Manager Academy II certification

Overview

13
years of professional experience
4
Certificates
Availability
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Additional Information

Driving Licence: AM/B1/B categories
Residence Permit: Holder of Karta Pobytu (TRC) in Poland

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Amr NaserTech Solutions Specialist