IT Support Specialist
APC Integrated
Total years of experience :14 years, 5 Months
Partner with senior leadership to guide short- and long-range technology planning. Plan, coordinate, and execute hardware and software upgrades. Serve as vital resource for Help Desk staff, overseeing daily support operations and provide help on complex trouble tickets. Cultivate and maintain relationships with IT vendors.
Selected projects…
Successfully directed the on-time, on-budget completion of company-wide upgrade to Windows 10
Setup Deep Freeze Enterprise on server to control group of 17 computers and configure remote access to server through RDP
Create script to force group of computers to reboot once every day at midnight to resynchronize connection with Deep freeze server
Create and setup automated tutorial on computers about how to use Windows 10 using visual basic .Net
Successfully Improve computers performance by upgrading hardware parts
Provide IT support for Harvard instructors and students at Charles View Community Center in Brighton
Repair computer’s hardware/software issues
Remove and Install computer parts
Repair printers
Remove viruses
Imaging/cloning OS for home and business users using Acronis enterprise and stand-alone versions
Install and upgrade OS
Install and configure anti-virus software
Troubleshoot network issues, install/configure routers and repeaters
Remote Support and remote maintenance using LogMeIn, Team Viewer and GoToMyPC
Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via help-desk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access.
Selected projects…
Successfully upgrade all company computers from windows XP to windows 7, re-configure driver for printers and resolve compatibility issues
Create application to perform maintenance and tune up on computers using visual basic .Net
Participate on domain migration project with IT team in head office and successfully migrate all users to the new domain
Relocation and installations of all electronic equipment during an office relocation
Install a replacement new server in rack cabinet and it’s UPS and remove the old one
Re-configure outlook email account for each user after company-wide upgrade from office 2010 to office 2016 and train all users on how to use the new outlook
Under the direction of the Control Room Supervisor, monitor operation of the systems. Inform all appropriate parties when problems affect normal operations and dispatch technicians to handle service calls.
Remote Support and remote maintenance using BOMGAR software
Manage service request tickets using SYSAID software
Utilizes, with ease, software such as: Excel, Word, Outlook and others Use Company integrated application to make/review/update service request.
Provide Help-desk support for all employees (Hardware, Software and cell phones)
Perform maintenance for work stations and Unix servers
Rest and unlock domain user password
Troubleshoot MS Outlook issues
Repair printers, IP Phones
Install and set up wireless connection, network Printers, and new computers
Generate computer image using ACRONIS software
Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony. Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues. Participated in large-scale upgrades and installations.
Selected Accomplishments…
Quickly learned and master proprietary applications.
Demonstrated outstanding customer services skills, consistently receiving high rating on client satisfaction surveys.
Gain extensive customer service experience by interacting with high volume of users with wide range of IT issues
Deep experience on troubleshooting various types of computer hardware issues
Repair and fix computer’s hardware/software issues
Remove and Install computer parts
Repair printers
Remove viruses
Imaging/cloning OS for home and business users
Install and upgrade OS
Install and configure anti-virus software
Troubleshoot network issues
Remote Support and remote maintenance
Completion of CompTIA A+, Network+, MCSA and Red Hat Linux Courses Install, configure and troubleshoot Windows. Setup and configure Windows 2000/2003 Server (DNS, DHCP). Able to build, test and troubleshoot computers from the motherboard up. Making and testing Cat 5 cables. Configure Windows 2000 and XP work-groups. Install and configure application and anti-virus software. Setup and configure Remote Desktop Support and Remote Assistance. Hard drive replication. Set up and configure RAID disk mirrors. Test security using security configurations and analysis. Set up file permissions and sharing. Set up and configure subnets. Help Desk and Customer Support.
Certificate in Arabic Law
Repair and fix computer’s hardware/software issues Remove and Install computer parts Repair printers Remove viruses Imaging/cloning OS for home and business users Install and upgrade OS Install and configure anti-virus software Troubleshoot network issues
Associate of Computer Science - Technician in Computing Management