User Support Technician
Global Solutions
05.2025 - Current
Hi, I’m
Amr Naser
Tech Solutions Specialist
Krakow,Poland
Timeline
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 SolutionsWrocław, 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 WrocławWrocław, 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 WrocławWrocław, 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 WrocławWrocław, 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 & TradingDoha, 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 GroupCairo, 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 EgyptCairo
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 UniversityKraków
BBA from Engineering of Management
04.2001
Mansoura UniversityEgypt
BBA from Law
04.2001
Skills
IT Support & Administration: IT Support & Administration, Global User Support & Helpdesk, Remote Desktop Support, Hardware & Software Troubleshooting, User Onboarding & Training, Incident Management, Ticketing Systems (ServiceNow, Jira, Zendesk), IT Asset Management & Lifecycle, Technical Troubleshooting
Networking & Security: Network Administration (IP, DNS, DHCP, TCP/IP), Wi-Fi & LAN Troubleshooting, VPN Configuration & Support, Firewall Management, Cybersecurity Frameworks Knowledge, IT Risk Management, Data Protection & Access Control
Systems, Cloud & Virtualization: Microsoft Intune & MDM, VMware, Microsoft Azure, Office 365 Administration, Windows & MacOS Support, Active Directory (AD) Management, Linux OS, Virtualization Technologies, IT Infrastructure Strategy
Tools & Platforms: SAP, Salesforce, Google Ads Management, APIs, Postman, E-commerce Platforms, Documentation & Knowledge Base Management
Business, Process & Project Management: Process Improvement & Optimization, ITIL 4 Framework, IT Service Management (ITSM), IT Change Management, IT Governance & Compliance, IT Vendor Management, Enterprise Architecture, Project Management, Business Analysis, Root-Cause Analysis, Operational Efficiency Optimization, Software Deployment & Patch Management, Software Development
Data, Analytics & Emerging Tech: SQL, Data Analytics, Machine Learning
Office & Administrative Skills: Time Management, Document Management, Meeting & Appointment Coordination, Inventory Management, Training Delivery, Content Development
Tools & Platforms: SAP, Salesforce, Google Ads Management, APIs, Postman, E-commerce Platforms, Documentation & Knowledge Base Management
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
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Additional Information
Driving Licence: AM/B1/B categories
Residence Permit: Holder of Karta Pobytu (TRC) in Poland