Mohammed Hilal

With over 15 years of experience in IT, I have successfully led helpdesk teams and ensured seamless operations across large organizations. My transition into data analysis over the last 5 years has allowed me to specialize in automation and actionable insights, primarily using Excel and Power BI. I excel at managing large datasets and streamlining workflows to enhance efficiency and support decision-making in complex environments.

In my role as Helpdesk Team Lead at Asiacell Telecommunications, I directed a multi-regional IT helpdesk team serving over 2,600 users. I implemented ticketing systems that reduced resolution times by 35% and developed training programs to enhance team efficiency. My key achievements include designing an automated incident reporting system that improved report accuracy and reduced preparation time by 40%, significantly boosting user satisfaction scores.

Currently, as a Data Analyst, I leverage my expertise to analyze and automate workflows, providing actionable insights for management. I have designed interactive dashboards to track KPIs and automated reporting processes, reducing manual work by 50%. My ability to identify patterns in user support requests has led to process improvements that decreased repeat incidents by 20%, demonstrating my commitment to driving operational efficiency.