Mohamed Alnakeeb

Principal Technical Support Engineer @Sectigo

Kanata, ON, CA

Collaborate closely with Sectigo’s customer base and sales department. Address and resolve issues escalated from Technical Support, Tier 1/Tier 2, taking full ownership of customerissues from reporting to resolution. Research, diagnose, troubleshoot, and identify solutions for reported issues. Ask targeted questions to customers to quickly understand the root of the problem. Assist customers via phone, email, chat, or remote sessions until their technical issues are resolved. Provide prompt and accurate feedback to customers. Follow up with customers who are unresponsive. Refer to internal databases or external resources to provide accurate technical solutions. Follow standard procedures for escalating unresolved issues to the Shift Lead, Team Lead, or appropriate internalteams. Communicate clearly and effectively with end users, colleagues, and management to swiftly resolve issues andensure customer satisfaction. Prioritize and manage multiple open issues simultaneously. Ensure all reported system issues are properly logged and documented. Contribute to the creation of a Knowledge Base of known issues and their fixes. Other duties as assigned and related to the nature of this role and company initiatives.

Herzing College

Diploma

Al-Ahliyya Amman University

B.Sc degree