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Faris Khasawneh, Service Desk Support Associate

Faris Khasawneh

Service Desk Support Associate·UNRWA HQ (UNV) - (UN Agency)

Jordan

Bachelor's degree, Computer Science

Work experience

Total years of experience: 8 years, 7 months

Service Desk Support Associate

July 2024 - Present

UNRWA HQ (UNV) - (UN Agency)

Amman, Jordan

July 2024 - Present

• Handled 1, 940 IT support tickets over 21 months with a 95.9% resolution rate and 14-minute
median response time, supporting 470 unique staff
• Created a standardized Windows 11 image deployed to 300+ devices, adopted as the org-wide
provisioning standard — reducing setup time by 80-90%
• Built an AI-powered IT support agent (Microsoft Copilot Studio + Power Automate) for automated
first-line ticket intake and escalation
• Deployed fleet-wide Intune remediation packages (PowerShell) and led multi-site CCTV
modernization, printer LDAP rollout, and SAP fleet configuration
• Served as technical focal point for 40+ high-level UN meetings including UN Fifth Committee and
Commissioner-General sessions
Company industry:
Non-profit Organization
Job role:
Information Technology

Co-founder, CTO

July 2022 - December 2023

Praxilla GmbH

Linz, Austria

July 2022 - December 2023

Developed the concept of “Distributed Blockchain Rendering”

Secured 100k EUR in pre‑seed funding from KGG‑UBG

Maintained an active partnership with Tech2b incubator

Led front‑end product design, development, and maintenance

Contributed to back‑end system architecture and development

Participated in strategic and financial planning for the startup

Supported operations, marketing, and sales as needed
Company industry:
Software Development
Job role:
Information Technology

Technical Support and Digital Marketing Specialist

November 2022 - June 2023

Sehtak Fi Donya Restaurant

Amman, Jordan

November 2022 - June 2023

Set up and managed the POS system and stock inventory features

Configured multiple payment channels and customized sales reports

Managed user accounts, permissions, subscriptions, and discounts

Implemented the Kitchen Display System for smoother operations

Managed social media ad campaigns and automated responses/scheduling

Designed menus and marketing materials for online and offline use

Registered the business with food delivery platforms

Optimized the Google Maps location page to improve visibility
Company industry:
Catering, Food Service, & Restaurant
Job role:
Information Technology

Technical Support Engineer

August 2021 - May 2023

Optimum Corner Engineering

Amman, Jordan

August 2021 - May 2023

Designed and implemented LAN infrastructure for office operations

Managed ISP selection and supervised WAN installation

Configured infrastructure for secure remote access

Established Wi‑Fi networks for staff and guests

Built a budget file server with redundancy, permissions, and cloud backups

Installed and maintained UPS systems and custom DNS

Provisioned and managed workstations with ongoing support

Planned virtualization integration and roadmap for CCTV, VoIP, PBX, and firewall solutions
Company industry:
Architecture
Job role:
Information Technology

IT Technical Support Tier-2

September 2022 - November 2022

IOM - UN Agency

Amman, Jordan

September 2022 - November 2022

Provided end‑user IT support in line with service level agreements

Managed and resolved Tier 1 and Tier 2 technical support issues

Assisted with IT documentation and inventory management

Managed software license renewals and compliance

Analyzed and improved network and application performance

Contributed to disaster recovery plans and server backup processes

Monitored and maintained LAN/WAN, VPN, and VoIP systems

Implemented IOM IT standards, updates, and security protocols
Company industry:
Non-profit Organization
Job role:
Information Technology

IT Assistant

March 2018 - September 2019

USAID CITIES - Chemonics International

Amman, Jordan

March 2018 - September 2019

Installed and configured computer networks and systems

Maintained and troubleshot switches, firewalls, and connectivity

Resolved issues with wired and wireless network access

Maintained and upgraded existing software and hardware

Monitored networks and systems to improve performance

Provided IT troubleshooting and support for staff

Maintained and updated local IT inventory records

Coordinated repairs and maintenance of IT and communication equipment
Company industry:
Non-profit Organization
Job role:
Information Technology

Technical Support Engineer

July 2015 - March 2018

Tarawneh Architecture & Engineering Consultants

Amman, Jordan

July 2015 - March 2018

Conducted regular and urgent on‑site support visits

Troubleshot system and network problems for staff

Managed servers and workstations in a multi‑user environment

Developed a custom Windows image for standardized deployments

Prepared technical specifications and RFQs for IT equipment

Ensured network and systems security and access control

Onboarded new users, provisioned devices, and deployed CAD applications

Executed system and network upgrades and maintained printers/plotters
Company industry:
Architecture
Job role:
Information Technology

Education

Jordan University of Science and Technology

June 2015

June 2015

Bachelor's degree, Computer Science

Jordan

Skills

Computers
Expert
Computers
Expert
Administrative Assistance
Expert
Administrative Assistance
Expert
Technical Support
Expert
Technical Support
Expert
IT Technical Support
Expert
IT Technical Support
Expert
Network Administration
Expert
Network Administration
Expert
LINUX
Intermediate
LINUX
Intermediate
Scripting & Automation (PowerShell/Bash)
Expert
Scripting & Automation (PowerShell/Bash)
Expert
NETWORKING
Expert
NETWORKING
Expert
HYPER-V
Intermediate
HYPER-V
Intermediate
COMPUTER SECURITY
Intermediate
COMPUTER SECURITY
Intermediate
IT INFRASTRUCTURE
Intermediate
IT INFRASTRUCTURE
Intermediate
MAC OS
Intermediate
MAC OS
Intermediate
MICROSOFT 365
Expert
MICROSOFT 365
Expert
Windows (Client & Server)
Expert
Windows (Client & Server)
Expert
TECHNICAL SUPPORT
Expert
TECHNICAL SUPPORT
Expert
TROUBLESHOOTING (PROBLEM SOLVING)
Expert
TROUBLESHOOTING (PROBLEM SOLVING)
Expert
MICROSOFT AZURE
Expert
MICROSOFT AZURE
Expert
SYSTEM ADMINISTRATION
Expert
SYSTEM ADMINISTRATION
Expert
Computers
Expert
Computers
Expert
Administrative Assistance
Expert
Administrative Assistance
Expert
Technical Support
Expert
Technical Support
Expert
IT Technical Support
Expert
IT Technical Support
Expert
Network Administration
Expert
Network Administration
Expert
ARTIFICIAL INTELLIGENCE
Intermediate
ARTIFICIAL INTELLIGENCE
Intermediate
CONTAMINATION
Intermediate
CONTAMINATION
Intermediate
INFORMATION TECHNOLOGY
Intermediate
INFORMATION TECHNOLOGY
Intermediate
LIGHTWEIGHT DIRECTORY ACCESS PROTOCOLS
Intermediate
LIGHTWEIGHT DIRECTORY ACCESS PROTOCOLS
Intermediate
LINUX
Intermediate
LINUX
Intermediate
MAC OS
Intermediate
MAC OS
Intermediate
MICROSOFT POWER AUTOMATE FLOW
Intermediate
MICROSOFT POWER AUTOMATE FLOW
Intermediate
MICROSOFT WINDOWS
Intermediate
MICROSOFT WINDOWS
Intermediate
WINDOWS DEPLOYMENT SERVICES
Intermediate
WINDOWS DEPLOYMENT SERVICES
Intermediate
WINDOWS POWERSHELL
Intermediate
WINDOWS POWERSHELL
Intermediate
AUTOMATION
Intermediate
AUTOMATION
Intermediate
COMPONENT BASED SOFTWARE ENGINEERING
Intermediate
COMPONENT BASED SOFTWARE ENGINEERING
Intermediate
COMPUTER PROGRAMMING
Intermediate
COMPUTER PROGRAMMING
Intermediate
COMPUTER SCIENCE
Intermediate
COMPUTER SCIENCE
Intermediate
DIGITAL MARKETING
Intermediate
DIGITAL MARKETING
Intermediate
ENGINEERING ANALYSIS
Intermediate
ENGINEERING ANALYSIS
Intermediate
MICROSOFT ACCESS
Intermediate
MICROSOFT ACCESS
Intermediate
MICROSOFT WINDOWS
Intermediate
MICROSOFT WINDOWS
Intermediate
WINDOWS DEPLOYMENT SERVICES
Intermediate
WINDOWS DEPLOYMENT SERVICES
Intermediate
WINDOWS POWERSHELL
Intermediate
WINDOWS POWERSHELL
Intermediate
AUTOMATION
Intermediate
AUTOMATION
Intermediate
COMPONENT BASED SOFTWARE ENGINEERING
Intermediate
COMPONENT BASED SOFTWARE ENGINEERING
Intermediate
COMPUTER PROGRAMMING
Intermediate
COMPUTER PROGRAMMING
Intermediate
COMPUTER SCIENCE
Intermediate
COMPUTER SCIENCE
Intermediate
DIGITAL MARKETING
Intermediate
DIGITAL MARKETING
Intermediate
ENGINEERING ANALYSIS
Intermediate
ENGINEERING ANALYSIS
Intermediate
MICROSOFT ACCESS
Intermediate
MICROSOFT ACCESS
Intermediate
MICROSOFT WINDOWS
Intermediate
MICROSOFT WINDOWS
Intermediate
WINDOWS DEPLOYMENT SERVICES
Intermediate
WINDOWS DEPLOYMENT SERVICES
Intermediate
WINDOWS POWERSHELL
Intermediate
WINDOWS POWERSHELL
Intermediate

Languages

Arabic
Native Speaker
English
Expert

Memberships

Australian Computer Society

Member

December 2023

Training and Certifications

Certifications
CompTIA Security+ (SY0-701
CompTIA A+ (220-1101)
Microsoft Azure AI Fundamentals (AI-900)
Microsoft Azure Administrator (AZ-104)
Microsoft 365 Administrator Expert (MS-102)
Zendesk Customer Service Professional
ServiceNow IT Leadership Professional
Program Management for IT Professionals
IT Leadership & Service Management
Ubuntu Linux Professional (Canonical)
Linux Foundation Certified System Administrator (LFCS)
Microsoft Copilot and Agent Administration Fundamentals (AB-900)
Microsoft Security Essentials
Microsoft Entra ID for Administrators
PTE
CompTIA Security+ (SY0-701
CompTIA A+ (220-1101)
Microsoft Azure Administrator (AZ-104)
Microsoft 365 Administrator Expert (MS-102)
Zendesk Customer Service Professional
ServiceNow IT Leadership Professional
Program Management for IT Professionals
Service Management
Ubuntu Linux Professional (Canonical)
Linux Foundation Certified System Administrator (LFCS)
Microsoft Security Essentials
Microsoft Entra ID for Administrators
UN Language Proficiency Examination (LPE)
PTE Academic
CompTIA Security+ (SY0-701
CompTIA A+ (220-1101)
Microsoft Azure Administrator (AZ-104)
Microsoft 365 Administrator Expert (MS-102)
Zendesk Customer Service Professional
ServiceNow IT Leadership Professional
Program Management for IT Professionals
IT Leadership & Service Management
Ubuntu Linux Professional (Canonical)
Linux Foundation Certified System Administrator (LFCS)
Microsoft Security Essentials
Microsoft Entra ID for Administrators
UN Language Proficiency Examination (LPE)
CompTIA Security+ (SY0-701)
CompTIA A+ (220-1101)
Microsoft Azure Administrator (AZ-104)
Microsoft 365 Administrator Expert (MS-102)
Zendesk Customer Service Professional
ServiceNow IT Leadership Professional
Ubuntu Linux Professional (Canonical)
Foundation Certified System Administrator (LFCS)
Microsoft Security Essentials
Microsoft Entra ID for Administrators
PTE Academic
Nov 2023 - Nov 2025
EC-Council Disaster Recovery Professional
EC-Council Certified Incident Handler
EC-Council Certified Security Analyst
Certified Ethical Hacker
Training
LFCS & Ubuntu Linux; ServiceNow & Zendesk
LinkedIn Learning / Canonical
Jan 2025
Microsoft Entra ID & Security; M365/Azure/CompTIA exam preparation
LinkedIn Learning/Microsoft
Jan 2025
Career Essentials in System Administration, Cybersecurity, Generative AI, Project Management
LinkedIn Learning/Microsoft
Jan 2025