Technical Support Engineer

Dear Hiring Manager,

First of all, I would like to thank you for reviewing my attached resume.

I am writing to apply for the Information Technology Associate position;

the employment opportunity is very interesting. I believe that my strong

technical experience and education will make me a very competitive

candidate for this position. The key strengths that I possess for success

in this position include experience in the computer industry for over 10

years and have technical expertise in both Mac and PC products.

In reviewing the attached resume, you will note that I have acquired

valuable experience in all facets of troubleshooting, installations, and

maintenance for various desktop operations, hardware, and software. I

possess a unique talent for delivering highly complex technical information

into terms and concepts that the end users can readily grasp. Furthermore,

I am multi-task oriented, and strive for continued excellence by staying

abreast of the latest advancements in the IT field.

I provide exceptional service for all customers. My work history includes

helping individuals via phone, email with setting up various products such

as routers, and wireless adaptors. I currently help professors with

installing and setting up new machines; I migrate data such as email and

documents from their existing machines to new ones. I help with post setup

questions as well to ensure the experience is as seamless as possible. I

also open and update tickets on the work that was performed; I am detail

oriented. Personally I have done consulting for home users as well and

have helped them with issues they might have.

I have a full understanding of the full life cycle of technical support and

troubleshooting. I also have experience in learning and excelling at new

technologies as needed.

Please see my resume for additional information on my experience.

Thank you for your time and consideration. I look forward to speaking with

you about this employment opportunity.

Sincerely,

Michael B. Kheder

Michael B. Kheder

515 3rd Ave . San Francisco, CA 94118

510-***-**** . *************@*****.***

Objective

Obtain a career opportunity as a Technology Specialist.

SUMMARY OF QUALIFICATIONS

* Over 10 years of experience assisting customers through phone and

email on setting up newly purchased high-tech products. Also

troubleshooting computers and dealing with customers directly face to

face.

* A team player with exceptional communication, interpersonal,

intuitive, technical, organizational and leadership skills.

* Experienced in customer and vendor relationships, able to work in

liaison with others to come up with solutions.

* Strong technical background along with troubleshooting skills, for

PC/Mac and Internet repair.

WORK EXPERIENCE

January 2011 - Present The University of San Francisco

Deployment Specialist

. Deploy newly imaged machines to clients and Transfer data from old

machines to new machines

. Install peripherals such as video cards, monitors, printers and memory

for clients

. Image multiple PC/Mac desktop and laptops

.

. Setup Outlook/Thunderbird mail client to work with IMAP email server

. Setup computer labs

. Work with an online ticketing system

. Assist with computer moves

. Troubleshoot computer issues

. Extensive experience and knowledge of Macintosh and PC, Windows

XP/Vista and Windows 7, and OS 10-10.7

March 2001 - July 2009 Macsense Connectivity, Inc. Burlingame, California

Technical Support Engineer/ RMA Department / Product Testing/ Customer

Service/Sales

. Assist customers with setting up wireless routers, switches, Ethernet

and wireless network cards

. Troubleshot network connectivity issues. Test, develop and revise

connectivity issues with routers under Mac and PC.

. Handle RMAs from end-users

. Maintain office computers, and ensure print servers workability.

. Routinely propose and implement new equipment and design procedures.

. Write FAQ's for the company knowledge base.

. Test beta firmware for bugs and improve it with better solutions for

the HomePod product line.

September 1999 - January 2001 CRU, Inc. Milpitas, California

Technical Support / RMA Department / Product Testing

. Tested prototype DataPorts and documented test results

. Assisted end-users via telephone and email with setting up DataPorts

(IDE and SCSI), enclosures such as the DAE-800 (Disk Array Enclosure)

and other SCSI RAID and IDE enclosures.

. Managed and operated various desktops, upgraded company computers,

hardware and software

. Handled RMAs from distributors and end-users.

TECHNICAL QUALIFICATIONS

. MS-DOS . DHCP .iPad . PC Assembly/Repair

. Google Docs . Router setup . Microsoft Outlook . iPhone

. Windows XP/Vista/Win7 . NAT . Writing FAQ's . Active Directory

. Macintosh OS X . TCP/IP Protocol . Norton Ghost . Document

test results

. MS Office . Adobe . HTML . Product testing

EDUCATION

A.A.S - Heald Institute of Technology, Hayward, California, graduated with

excellence, July 1998.

References

Furnished upon request

Contact this candidate