Omar Mankal

An initiative-taking and inspirational person who is willing to roll up his sleeves and provide customers with the highest level of service possible. I can interpret senior leadership direction and successfully implement strategies that will take a company to the next level of its growth plan. I am a determined analytical person with a keen eye for details and a customer-centric attitude.

March-2021 Till April-2024       Systems Support Engineer at Alshaya Group - Manama - Bahrain

Oct-2010  Till  March-2021      Technical Support Engineer & Assistant IT Manager at Alshaya Group - Beirut - Lebanon

Leveraging over 13 years of experience as a Systems and Technical Support Engineer with ALSHAYA Group (Lebanon & Bahrain), I possess a well-rounded skillset that bridges the gap between technical knowledge and exceptional client interaction. I successfully increased customer satisfaction ratings for IT support by 15% through implementing new troubleshooting protocols. I spearheaded a project to migrate to a new cloud-based ticketing system, resulting in a 20% reduction in average resolution time for technical issues. I mentored junior engineers, fostering a collaborative team environment that consistently met or exceeded performance goals. I am proficient in troubleshooting hardware and software problems, network administration, and user support. I have exceptional communication skills, adept at tailoring technical explanations for diverse audiences and management levels. I thrive in fast-paced environments, excelling at multitasking and prioritizing tasks to ensure timely resolution of critical IT issues.

Bachelor’s Degree in Information Technology _ Arab Open University Lebanon