IT Support & Service Desk Analyst
Delivering seamless IT support, troubleshooting, and customer service to enhance business efficiency and user experience.
About Me
I’m an IT support and customer service professional skilled in troubleshooting, problem-solving, and technical guidance. I deliver high-quality service desk support that improves system efficiency and enhances user experience, while building positive relationships with clients and colleagues.
Highlights
- Etihad Airways (via Kyndryl) — Service Desk Analyst
- Decagon Engineering — IT & Document Controller
- Game Town Electronics — IT Support Specialist
- Klickz Digital Solution — IT Support Specialist
Open to roles in IT support, service desk, and systems administration.
Resume
Experience
Service Desk Analyst — Kyndryl (Contract with Etihad Airways), Abu Dhabi (Dec 2023 – Present)
- Coordinated with cross-functional teams to resolve complex IT issues.
- Minimized disruptions by implementing effective troubleshooting.
- Managed tickets and improved response times and continuity.
IT cum Document Controller — Decagon Scaffolding Engineering Co LLC, Dubai (Jun 2023 – Nov 2023)
- Streamlined document control procedures, reducing errors and improving efficiency.
IT Support Specialist — Game Town Electronics Games LLC, Dubai (May 2022 – May 2023)
- Provided hands-on hardware/software support for Windows devices and peripherals.
IT Support Specialist — Klickz Digital Solution Pvt Ltd., India (Nov 2017 – Aug 2020)
- Delivered technical support, deployments, and planned upgrades with minimal disruption.
Education & Certifications
B.Sc. Computer Science — Annamalai University, Chennai
Diploma in Computer Engineering — Central Polytechnic College, Trivandrum
- Certification in Computer Hardware & Networking
- Advanced Diploma in Web & Graphic Designing
Portfolio
Etihad Airways IT Service Desk
Resolved critical incidents, implemented troubleshooting workflows, and ensured uninterrupted operations for end-users.
Documentation System Overhaul
Reduced documentation errors and improved organizational efficiency at Decagon Engineering.
End-User Device Support
Hands-on troubleshooting of Windows devices, peripherals, and deployments at Game Town & Klickz.
Let’s Connect
Location: Hamdan Street, Abu Dhabi, UAE
Phone: +971 50 311 6468
Email: shaheenbs@gmail.com
LinkedIn: linkedin.com/in/shaheenbs