Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Layla Abdi Dahir

Layla Abdi Dahir

Hargeisa

Summary

Detail-oriented IT Specialist with proven experience in system support, hardware/software troubleshooting, network setup, and user training. Skilled in deploying and maintaining IT infrastructure, ensuring data security, and delivering reliable technical support in both office and field environments. Strong problem-solving abilities, and a proactive approach to optimizing IT operations.

Overview

10
10
years of professional experience

Work History

IT OPERATION ASSISTANT

World Food Programme
Hargeisa
02.2023 - Current
  • Offered end-to-end technical support for SCOPE delivery projects, such as relief, livelihood, SNHCP, and IK nutrition, through robust analysis of beneficiaries' data, resolution of registration issues, and effective SSD team coordination, with a 100% resolution rate and enhanced efficiency of the program.
  • Directed strategic improvements in SCOPE and RTBI operations by ensuring the absolute configuration and operation of registration devices (laptops, fingerprint scanners, and webcams), simplifying MPOS terminal configurations to reduce beneficiary transaction times to below three minutes, and ensuring over 95% availability of RTBI machines, thereby improving the efficiency of operations and improving service delivery.
  • Carried out biometric verification exercises in collaboration with Cooperating Partners (CPs), CBT, IDM, PLME, and Activity Leads to guarantee the rigorous application of WFP's Global Assurance Guidelines and a 100% verification completion rate among the targeted beneficiaries.
  • Integrated and implemented comprehensive training workshops on SCOPE equipment and software for WFP personnel and cooperating partners, enhancing user proficiency and system adoption.
  • Conducted and facilitated practical, in-person training classes in registration operations, biometric management, and troubleshooting to reach operational competency.
  • Established and executed on-site field mission plans, delivering direct training and technical support to facilitate smooth program implementation.
  • Provided remote diagnostic assistance and technical guidance to cooperating partners and retailers to facilitate efficient operations in dispersed locations.
  • Managed SCOPE card printing processing to ensure timely and accurate provision of entitlements to newly registered beneficiaries, without compromising program integrity.
  • Assisted in maintaining WFP management retreats and workshops by assessing IT requirements, setting up, and testing IT equipment, like laptops, projectors, sound systems, and internet connections, to facilitate the efficient running of events.

TECHNICAL SUPPORT AND CUSTOMER CARE

SOMCABLE
08.2015 - 01.2023
  • Engaged with customers to provide high-quality support and service by addressing inquiries, resolving concerns, and fulfilling requests related to company products and services.
  • Ensured all customer interactions were conducted in a courteous, professional, and informative manner to enhance overall customer satisfaction.
  • Performed in-depth investigations of technical issues, including diagnosing and resolving both hardware and software faults, in line with service level agreements (SLAs).
  • Identified and escalated high-priority issues to appropriate departments or higher-level support teams, in accordance with established client protocols, to ensure timely resolution.
  • Proposed alternative solutions or recommendations, where applicable, to effectively resolve customer concerns, promoting client retention, and reducing customer churn.
  • Compiled and submitted accurate, timely, and comprehensive reports on customer interactions, technical issues, and resolutions to ensure ongoing service optimization.
  • Ensured all documentation—including financial reports, complaint resolution logs, and technical support records—was complete, clear, and compliant with organizational reporting standards.
  • Contributed to continuous service improvement through detailed reporting and collaboration with relevant stakeholders to enhance customer experience and operational efficiency.

LOGISTIC ASSISTANT- PART TIME

ZAYID CARGO
01.2019 - 08.2022
  • Receive and inspect deliveries to ensure correct quantity and item type.
  • Follow proper handling procedures, especially for fragile stock.
  • Unpack and organize items on shelves or in storage areas.
  • Pick and prepare client orders, ensuring accurate and timely loading.

Education

Bachelor of Science - Computer And Information Science

University of Gadarif
Sudan
02-2013

High School Diploma -

Al-Salihiya Secondary School
Saudi Arabia
02-2006

Skills

  • Problem solving
  • Quality control analysis
  • IT system maintenance
  • Process analysis
  • Software testing
  • IT hardware support
  • Equipment maintenance

Languages

  • Somali
  • Arabic
  • English

Timeline

IT OPERATION ASSISTANT

World Food Programme
02.2023 - Current

LOGISTIC ASSISTANT- PART TIME

ZAYID CARGO
01.2019 - 08.2022

TECHNICAL SUPPORT AND CUSTOMER CARE

SOMCABLE
08.2015 - 01.2023

Bachelor of Science - Computer And Information Science

University of Gadarif

High School Diploma -

Al-Salihiya Secondary School

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Layla Abdi Dahir