Technical Support Manager
Resume:
Abdulnaser Al Abbood
Chicago IL, 60647
Cell#: 832-***-**** - e-mail: **********.********@*******.***
Education:
1.Windows Server 2008 R2
Creating accounts, Group Polices and authorization
2.Cisco Certified Network Associate
CCNA1
3.Basrah University
Bachelor’s Degree in Computer Engineering
Professional Experience:
July 2016 till now, Chicago, IL
Title: IT Support Team Lead
Company: MBI IT Services LLC
Responsibilities:
-Maintain accuracy of database and ticketing system utilization of standard forms and adherence to policies, procedures, manuals and guides provided.
-Escalate appropriate issues to the responsible area managers.
-Provide assistance to all project teams.
-Perform IT related services, close service tickets, and input or send pertinent site data.
-Serve as a single point of contact with the client to facilitate problems resolution and services onsite.
-Ensure good practice and standards methodologies and processes are used to deliver and integrate solutions.
-Create and manage tickets in Autotask ticketing system.
-Support MS Office 365 Applications, OneDrive and MS Lync.
-Install and configure Symantec encryption server, GFI Max Antivirus and backups
-Install/Cerate images of Operating system by Acronis true image software for laptops, Desktops and Kiosk machines.
-Ensuring the customer needs are satisfied by providing specific deliverables.
September 2010 to December 2015, Basra Oil field, Iraq
Title: IT Support Engineer
Company: British Petroleum (BP)
Responsibilities:
-Worked with various IT Managers, Technical & Maintenance Managers & other site-based teams to identify optimal IT strategies.
-Monitor and response quickly and effectively to requests received through the IT helpdesk.
-Install/replace, test, configure and break/fix motherboards, RAMs, HDD, Screens, Power Supplies and maintain OS/BIOS for workstations (laptops and desktops), peripheral equipment, cellular and wireless devices using standard hardware, images and software.
-Support systems like Maximo, FileNet, control of work (COW), Sun, and softwares like Aspen, Vision, Fusion, Woksafe, Arriba and Etab.
-Install, commissioning and Support Telepresence, AV and Audio systems for meeting rooms.
-Create emails, Shared emails and Accounts in MS Exchange and link them with the MS Active Directory.
-Assign users and computers to proper groups in Active Directory (AD) and maintain all exchange mail accounts, distribution lists, mailbox access, reset password and Group policy.
-Remotely access to fix and install software for workstations on sites using LANDesk remote access system and update the LANDesk ticketing system.
-Support all issues for Windows OS (Vista, 7, 8) Linux OS and MAC, Microsoft applications (Outlook, Word, Excel, Viso, PowerPoint and Skype).
-Configure and support printers, scanners, Cisco VOIP phones, CCTVs, IPTVs and UPSs.
-Maintaining inventory of all hardware equipment, software, software licenses and Document internal procedures.
January 2009 to September 2010, US Army / Camp Bucca, Iraq
Title: IT Engineer and Network Administrator
Company: Meena Telecom.
Responsibilities:
-Provide on-site technical support for headquarter, and remote support for remote sites and managing crisis situations (Like: internet down, Fiber optics cut, Power down) which may involve complex technical hardware or software problems.
-Ensuring continuity of all IT systems, including anti-virus software licensing (Kaspersky, Symantec, Sophos and node), print services and company IT policies.
-Maintain current knowledge of trends and future direction in technology as it relates to area of responsibility, recommend and purchase technology equipment as needed.
-Diagnose local PCs and servers issues depending upon the severity of the issue, refer to technology vendor for assistance.
-Maintain and manage all network user accounts, telecommunications / phone system and extensions.
March 2007 to December 2008, Erbil, Iraq
Title: Data Communications Engineer
Company: Huawei Technologies Inc.
Responsibilities:
-Provide technical support for major projects in a 24/ 7 environment.
-Understand business requirements for customer base and be able to translate them into technical requirements.
-Contribute to organizational policy regarding quality standards and strategic planning.
-Create, present and document technical solutions to customers.
-Project implementation and technical supervision of subcontractors or service partners.
-Provide consultative support and mentor other Data Communication Engineers in assigned projects.
-Do designing work for data communication products (Routers, LAN – Switches, network systems, access points, wireless transmitters and receivers).
-Hardware installation for telecommunication products (UMG, BSC, BTS, HLR).
-Strong working knowledge of TCP, UDP, DHCP, DNS, VPN, OSPF, BGP, ARP, RARP, MTU and STP Protocols.
-Mapping and subletting IP address for network equipment.
-Run and punch cat5 and cat6 Ethernet cables, fiber optics, E1s and test connectivity signal.
-Software configuration and commissioning for Routers and switches.
-Implementation of acceptance test for product and technical solution.
-Level 1/ Level 2 technical support service for customers.
July 2005 to February 2007,Basra, Iraq
Title: Administration and Document Controller
Company: Bechtel Corporation
Responsibilities:
-Provide administrative support and other required assistance
-Maintain meeting calendar and schedule
-Draft and prepare various written communications; Prepare presentations and communication pieces for internal and external delivery
-Record, transcribe, and distribute minutes of meetings
-Record and arrange all data as softcopy and hardcopy
-Maintain the strictest level of confidence
-Participate in special projects as needed
References:
-Ivan Jokanovic, MBI Asst. Enterprise Service Manager, ****@***********.** +1-416-***-****
-Scott Reider, BP IT Service Delivery Manager, *****.******@***.**.***
-Fraz Anjom, BP Service Desk Manager, ****.*****@**.***, +1-647-***-****
-Eric Petrevich, US Army CPT, ****.*********@**.****.*** +1-908-***-****
-Mohammed Abdulhusain, Huawei Data Service Team Lead, ********.***********@***********.***, +1-313-***-****
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