Customer Service Manager

Joseph Khoury

* ****** ***** ****, ********* Manor, NY 10567

914-***-**** . ************@*******.***

Help Desk Administrator/IT Analyst

Versatile, team-oriented IT professional with wide range of expertise

supporting multiplatform computer systems for enterprise clients with large

user bases. Proven talents in network and systems administration; provide

service that boosts performance, strengthens security, and minimizes

downtime. Dedicated to meeting end user needs, improving service

capabilities, and keeping IT assets optimized for availability and cost-

efficiency. Bilingual (Arabic, English).

Areas of Expertise:

Enterprise Network Infrastructure Local & Remote Technical Support

Network Security & Computer Performance Monitoring & Tuning

Forensics Web Conferencing /

Systems & User Account Teleconferencing

Administration Purchasing & Inventory Management

Server Installation & Configuration

Project Management Methodology Documentation & End User Training

Technical Proficiencies

Platforms: Linux, Mac OS, Windows (XP, 7, 8), Windows Server (2003-2008),

Tools: Active Directory, Adobe Creative Suite, Airwatch, Blackberry

Enterprise Server (BES), Carbonite Backup, Checkpoint Endpoint

Security (VPN), Mimecast, Xerox, MaxLoad Pro, EPICOR, eVision,

GSX, Iron Mountain, McAfee Policy Orchestrator, MS Exchange, MS

Office Suite (Access, Excel, Outlook, PowerPoint, Word),

SalesLogix, SQL Server, Symantec Backup Exec, TeamViewer,

TrackIt, VIPRE Antivirus and Spyware, WebEx, Meraki

Professional Experience

Dorian Drake International, Inc., White Plains, NY

IT Analyst & Help Desk Administrator, 1/2010

Technical Scope: Windows Server, Active Directory, BES, Airwatch, EPICOR,

SalesLogix, GSX, WebEx, TeamViewer, McAfee Groupshield, Symantec,

Checkpoint, Iron Mountain, Autonomy, Carbonite, Skype Business Manager,

Optimum Lightpath, VIPRE, TrackIt

Deliver onsite and remote technical support to 75 end users, monitoring

and optimizing performance of servers, business-critical applications,

mobile devices, VoIP phones, virtual networks, office technologies, and

all related security protocols and solutions. Provide expert

troubleshooting and customer service; isolate, diagnose, troubleshoot, and

resolve technical issues quickly, minimizing downtime for end users.

Maintain relationships with vendors and drive joint projects to implement,

customize, and support IT solutions and services. Develop and coordinate

user training, create documentation, and research new ideas for improving

IT processes for presentation to senior management.

Key Achievements:

. Spearheaded implementations that enhanced computing environment and

business processes, including new ERP order entry system (EPICOR)

and CRM (SalesLogix):

. Built and configured servers, installed software, performed

testing and troubleshooting, set user accounts and permissions,

created databases and queries, prepared documentation, and

hosted user training.

. Administered WebEx, TeamViewer, Skype Business Manager, Optimum

Lightpath hosted VOIP, Blackberry Enterprise Server, and Airwatch

MDM for iPhone, boosting company's communication and messaging

capabilities.

. Strengthened IT security (virus / spyware protections) and data

backup / disaster recovery with McAfee, VIPRE, Iron Mountain,

Autonomy, and Carbonite software

. Leveraged Checkpoint to set up VPN clients, manage users and

traffic, and maintain top performance of virtual networks.

. Utilized GSX to review, transmit, and ensure data integrity during

electronic data interchange (EDI).

. Streamlined help desk ticketing, inventory and license management,

and end user computer auditing via TrackIt implementation,

significantly improving productivity of help desk staff.

NYK Enterprise, Cortlandt Manor, NY

Manager, 1/2007 - 1/2010

Technical Scope: Adobe Suite, Carbonite Backup, Mozy Backup, Active

Directory, Microsoft Exchange, Office 365, QuickBooks, Dropbox, Google

Apps for Business, SalesForce, TeamViewer, WebEx, GoToMeeting, Meraki Wi-

Fi/Switching, AirWatch, Maas360, Hosted VoIP, McAfee antivirus, security

camera systems,

Directed day-to-day technical operations for small-business clients using

cloud-based solutions. Supervised on-site and remote technical teams.

Consulted with prospective and established clients to assess current needs

and ensure satisfaction. Installed cabling in new and existing office

spaces. Carefully documented technical systems, network roadmaps, and

disaster recovery plans.

. Leveraged back-up/recovery and security software as well as key

adjustments to network permissions/settings to strengthen existing

IT infrastructure for key client.

. Maintained outstanding reputation for 24x7x365 support, ensuring

minimal disruption following outages, failures, and other technical

issues.

Education & Credentials

Master of Science in Cyber Security -2013

Bachelor of Science in Cyber Security - 2013

Mercy College, Dobbs Ferry, NY

National Science Foundation S-STEM Scholarship

Associate of Science in Information Systems Management - 2011

Berkeley College, White Plains, NY

Contact this candidate