Mohamed Ali Yousif Ibrahim
Mount Wellington,AUK
Summary
Since my immigration into New Zealand in 1994 I have spent almost 2 decades in customer focussed work and honed my skills as a dedicated and passionate support agent. From working across a range of Kiwi businesses I am now motivated towards developing my career within the IT and support industry. I am an experienced technical lead, administrator and project manager with excellent attention to detail and years of team leadership experience.
Diligent [Desired Position] with background in providing exceptional support and resolving technical issues. Demonstrated ability to streamline processes, enhancing user satisfaction and operational efficiency. Proven skills in troubleshooting and customer service, ensuring seamless user experiences.
Support professional with robust background in providing comprehensive support and resolving technical issues efficiently. Known for strong collaboration and delivering results in team-oriented environment. Known for troubleshooting capabilities and effective communication, adapting to evolving needs to maintain high service standards.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Support Specialist
Digital Island
- Current
Senior Technical Analyst
Konica Minolta CSG Ltd.
09.2015 - 09.2020
- Company Overview: New Zealand
- Meeting exemplary expectations for service quality
- Collaborating with other teams in order to achieve customer issue resolution
- Developing and administrating processes and procedures
- Maintaining critical customer service systems
- Maintaining technical knowledge databases
- Delivering team leadership responsibilities
- Managing customer support projects
- Managing advanced technical issues
- New Zealand
Technical Analyst
Konica Minolta CSG Ltd.
07.2010 - 08.2015
- Company Overview: New Zealand
- Meeting exemplary expectations for service quality
- Collaborating with other teams in order to achieve customer issue resolution
- Developing and administrating processes and procedures
- Maintaining critical customer service systems
- Maintaining technical knowledge databases
- Delivering team leadership responsibilities
- Managing customer support projects
- Managing advanced technical issues
- New Zealand
Call Centre Representative
Compass Communications Ltd.
03.2008 - 06.2010
- Company Overview: New Zealand
- Managed inbound and outbound calls as assigned
- Managed technical enquiries and troubleshooting as assigned
- Worked in customer support with the team
- Created faults tickets and escalated them to the right channels
- Created new customer accounts
- Provisioned new customers’ phone, network, and VOIP equipment
- New Zealand
Education
MSCA, CCNA, CCNP, Network+, Hardware+, Security+, Help desk support level 1 and 2
AMES IT Academy
7th Form Bursary - class of 2001
Howick College
Skills
- Project Management
- Systems Management
- Team leader
- Effective team player
- Ability to work under pressure
- Advanced problem-solving skills
- Effective communication skills
- Critical thinking and analysis
- Proficient Administrator
- Training others
- Experienced in setting and managing KPI'S
- Innovative when it comes to applying new technology
- Strong work ethic
- Customer Services experience
- Customer service
- Remote support
- Support services
- Customer relationship management
Languages
Fluent in English
Fluent in Arabic
Personal Information
Citizenship: New Zealand
Hobbies and Interests
- Martial arts
- Playing football
- Socialising with friends
- Animal lover
Certification
- CompTIA Security+ - Computing Technology Industry Association.
- CompTIA Network+ - Computing Technology Industry Association.
Timeline
Senior Technical Analyst
Konica Minolta CSG Ltd.
09.2015 - 09.2020
Technical Analyst
Konica Minolta CSG Ltd.
07.2010 - 08.2015
Call Centre Representative
Compass Communications Ltd.
03.2008 - 06.2010
7th Form Bursary - class of 2001
Howick College
Support Specialist
Digital Island
- Current
MSCA, CCNA, CCNP, Network+, Hardware+, Security+, Help desk support level 1 and 2
AMES IT Academy
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