Malek Baalawi
Summary
Service professional with a strong foundation in IT tech support, travel and hotel managements. Demonstrated ability to troubleshoot technical issues and facilitate platform integrations. Successfully planned and executed travel arrangements, managing hotel and spa bookings to enhance client experiences. Known for clear communication skills and a detail-oriented, calm approach to problem-solving.
Overview
6
6
years of professional experience
1
1
Certification
Work history
Technical Support Specialist
Tech Solutions Inc. (Remote)
11.2022 - 12.2024
- Resolved diverse hardware and software issues, including network connectivity and application errors, via chat, email, and calls.
- Diagnosed and rectified problems on MacOS, Windows 10/11, iOS, and Android systems.
- Assisted users with software installations, configurations, and updates for optimal performance.
- Managed support tickets using Zendesk and other platforms, documenting issues and resolutions clearly.
- Educated users on best practices for system maintenance and data security.
- Collaborated with IT and development teams to escalate complex issues effectively.
- Maintained high customer satisfaction through professional communication and efficient problem-solving.
Travel Agent & Hotel Reservation Agent
Holiday INN Express / Aspire Lifestyle (Hybrid)
07.2019 - 09.2022
- Exhibited comprehensive understanding of travel and hotel booking processes and policies.
- Handled inquiries through multiple channels regarding reservations, schedule changes, and cancellations.
- Addressed customer issues and complaints positively to enhance satisfaction.
- Facilitated bookings for flights, hotels, spas, and vehicle rentals.
- Guaranteed compliance with regulations throughout the travel arrangement process.
- Operated proficiently in a remote setting to support guests throughout their experience.
- Navigated high volumes of calls under pressure while multitasking efficiently.
- Cultivated positive relationships with guests to foster long-term loyalty.
Technical Support Intern
Self-employed (Remote)
12.2024 - Current
- Facilitated technical support for users of Windows, macOS, iOS, Android systems, and printers.
- Addressed hardware and software issues across networks and applications.
- Contributed to diagnosing and resolving customer technical concerns.
- Engaged with skilled technicians on real-time support tickets.
- Authored documentation for frequent problems and effective solutions.
Skills
- Tech Support: Troubleshooting hardware/software, setting up devices, system updates
- Remote Tools: TeamViewer, Zendesk Zoom, Microsoft Teams, Slack
- Customer Service: Clear communication, empathy, active listening
- Teamwork: Works well with others, especially in remote or hybrid environments
Certification
- High School Diploma : 2019
- CompTIA IT Fundamentals (ITF+) : 2018
- Windows & macOS Fundamentals (Certified) – 2018
- CompTIA A+ currently enrolled
- CompTIA B+ currently enrolled
Tech Knowledge
- Operating Systems: Windows 10/11, macOS
- Software: Microsoft Office, Google Workspace
- Tools: Zoom, TeamViewer, Zendesk, Slack, MS Teams
- Devices: laptops, PCs, Printers and cell phones [ IOS/Android ]
Timeline
Technical Support Intern
Self-employed (Remote)
12.2024 - Current
Technical Support Specialist
Tech Solutions Inc. (Remote)
11.2022 - 12.2024
Travel Agent & Hotel Reservation Agent
Holiday INN Express / Aspire Lifestyle (Hybrid)
07.2019 - 09.2022