AMMAR ERSHAIDAT
Amman
Summary
Highly skilled and experienced Senior Technical Support professional with over7 years of expertise in providing exceptional technical assistance and problem resolution. Proven track record of effectively managing complex technical issues, streamlining processes, and delivering superior customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
Abdali Medical Center
05.2019 - Current
- - Delivered24/7 support to troubleshoot and resolve technical problems by analyzing logs, databases, and code, coordinating with cross-functional support teams
- - Suggested and implemented improvements in application architecture to enhance system efficiency
- - Managed ticketing systems and tools, including Manage Engine Service Desk, Kace System, and Active Directory
- - Administered Citrix Workspace, including machine creation and support
- - Handled Dragon Medical Direct as an admin (user creation, troubleshooting)
- - Collaborated with DBAs for SAP-related tasks, such as:
- - User creation and role assignment
- - Role modification and authorization troubleshooting
- - Worklist creation for specialties
- - Provided application support for Cerner i.s.h.med & SAP ISH, including query reports
- - Created insurance providers, schemes, and mappings between them
- - Designed and assigned new services to insurance companies
- - Fixed invoice discrepancies for insurance companies
- - Developed documentation and procedures for various scenarios
Technical Support Engineer
Optimizia Solutions
06.2017 - 05.2019
- - Provided technical support for clients, ensuring quick issue resolution and maintaining high customer satisfaction
- - Assisted in troubleshooting hardware and software issues
Education
Bachelor's Degree - Software Engineering
Zarqa University
Zarqa, Jordan12.2016
Skills
- Technical Skills
- - SAP Administration and Support
- - Citrix Workspace Management
- - SQL Database Management
- - Active Directory Administration
- - Ticketing Systems: Manage Engine, Kace System
- - Cloud Computing Security Knowledge
- Soft Skills
- - Fast learner with strong self-teaching ability
- - Effective communication and collaboration
- - Project management, planning, and documentation
- - Reporting and stakeholder communication
- Remote support
- Customer support
- Hardware diagnostics
- IT infrastructure planning
Certification
- MCSA (Microsoft Certified Solutions Associate)
- SQL
- SAP Administration
- Cloud Computing Security
Languages
English: Fluent
Arabic: Native
Timeline
Senior Technical Support Engineer
Abdali Medical Center
05.2019 - Current
Technical Support Engineer
Optimizia Solutions
06.2017 - 05.2019
Bachelor's Degree - Software Engineering
Zarqa University
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