Customer Service Software

PC Tech/ Help DEsk (Silver Spring)

Date: ****-**-12, 10:07AM ****************@*****.***

Saadi Ali (US Citizen)

***** ********* **. ****** ******, MD 20904

Phone: 240-***-****

Email: ***********@*****.***

SUMMARY OF SKILLS

Over eight years of experience in Information Systems area specializing in Help Desk & Hardware Support

Expert knowledge in Peer-to-Peer User Group support and escalation Resolution.

Extensive experience in Internal/External Customer Service

Work well with group but can also work independently.

Excellent Communication and Technical Troubleshooting Skills

Expert in computer systems, PC's, remote software, conference room AV/Video Conf equipment and applications.

Experienced in monitoring and tracking tickets to ensure that service levels are met and high quality customer service is maintained.

Good organizational, analytical & multitasking skills in cross-functional teams.

Strong client focus.

Lead in technical projects to improve performance and business functionality.

EDUCATION

BS, Information Systems, Strayer University, Washington DC (June 2008)

TECHNICAL SKILLS

Operating Systems Microsoft Windows 98, 2000, 2003 Server, XP, Vista, Win 7

Application Software MS FrontPage 2000/2003, Norton Antivirus, Microsoft Office Suite 97/2000/2003, Adobe Products, Remote Desktop, Active Card Reader, Blackberry Software, Palm Software

Email Sytems Active Directory Microsoft Exchange 5.5/2000/2003, Outlook 97, 98, 2000/2003, Outlook Web Access

Protocols/Topologies VPN, DNS, TCP/IP, DHCP

Hardware Servers, Routers, switches

Certifications Dell Certified Systems Expert (DCSE), A+ course

WORK EXPERIENCE

IntellaPro LLC (Sep 2011- Present)

Provided desktop computer support.

Fixed computer related problems including networking (wireless and LAN).

Deintasll network Printers (Lexmark) and servers like HP G6 moels.

Installed new computer hardware and software.

HumanTouch LLC. (March 2010 -- Aug 2011)

Client: FDA

Network Specialist

Reimage or ghosting and upgrade New IBM, Dell Desktops and notebooks

Troubleshoot hardware/software/network issues

Install and implement Cisco routers and switches.

Install and configure Network Optical Circuits like OC3, OC12, OC48

Monitoring for FDA users, CISCO Network Access Control (NAC)

Encrypt data files for the FDA users

Set up bit locker security for FDA users (PointSec)

Optimizing the machines for better performance

Solve tickets by phone calls or emailing systems. (service center)

Backup files from outlook like .pst files and nk2 files and other important local document files.

Connect or activate Network ports for new user.

Create new account for user at Active Directory (Windows XP, 2007)

ALTA It Services, Rockville, MD (January 2010 -- March 2010)

Client: IT Solutions/FDA

PC Technician

Reimage or ghosting and upgrade New IBM, Dell Desktops and notebooks

Troubleshoot hardware/software/network issues

Encrypt data files for the FDA users (PointSec)

Optimizing the machines for better performance

Solve tickets by phone calls or emailing systems.

TEKSytems, Silver Spring, MD (August 2008 -- Aug 2009)

Client: American Society for Training & Development (Feb 2009 -- Aug 2009)

Helpdesk Specialist

Monitor Network Servers and folders.

Create user profiles at Active Directory and Microsoft Exchange Console.

Imaging (ghosting) PC and laptops.

Install/Uninstall programs like Norton Security, Office 2007 etc.

Upgrade memory(RAM) and hard drives (IDE, SATA)

Ping: network servers, printers to find IP addresses and testing

Track and solve tickets on Parature.com

Used toner for Phone System to locate telephone ports (Sx 2000).

Set up conference room with digital projector and cables like VGA, DVI.Design, fabrication and evaluation of ZnO nanosensors and nano UV photodetectors.

Setup wireless routers and hubs (Linksys, Netgear).

Client: Weather Bug (Aug 2008 -- Oct 2008)

Network Administrator

Monitor servers and reset services at MMC.

Update programs and software.

Ping websites and static IP address.

Trace web page, image files etc.

Ghosting and optimizing machines.

Create data backup files and sometimes restore files.

Sparks Personnel Services Inc. (April 2008 - Aug 2008)

Helpdesk Support,

Fix and upgrade computer hardware and software.

Keep track of tickets (OTRS).

Respond to clients with computer and network problems.

Monitor servers by remote desktop connections.

Install and remove software and programs.

Optimize and configure machines like Dell, Hp, Emachine etc.

Create and delete account through active directory (AD)

Setup wireless access points like Linksys routers.

NMR Consulting. (Nov 2007 to Feb 2008)

Client: U.S. Food and Drug Administration (FDA)

IT Support

Configured PCs.

Defined new users and user groups to the network OS.

Maintained Server files and server security.

Installed and maintained server-based applications.

Coordinated system upgrades with the Technology Service Desk.

Ensured that server configurations, service packs, patch levels, and security settings conformed to UCOP policies.

Maintained and updated Windows Server operating systems.

Configured server hardware configuration.

Server documentation.

Installed and configured network printers and customize network client software.

Administered LAN.

Disaster recovery.

Firedog - Circuit City (Jan 2006 - July 2007)

PC Technician

Provided desktop computer support.

Fixed computer related problems including networking (wireless and LAN).

Monitored network, windows server, PC optimization, data migration, installed software, upgraded operating systems, memory, and hard drives.

Coordinated the creation, modification, and removal of user accounts.

Installed new computer hardware and software.

Worked with server backup for tape, disk, NAS, hard drive, FTP or REV drive etc.

Coordinated virus protection software programs within departments and the assisted in the installation of software patches and upgrades.

References available upon request.

Contact this candidate