Technical Support/Network Specialist

Hatim Abdurrahman

**** ***** ** ** ********, WA *8087

Phone: 206-***-**** *******@*****.***

Technical Support Specialist

Resourceful Computer Support Specialist with several years of experience providing comprehensive support to ensure that all relevant hardware and software is operating efficiently. Adept at maintaining key systems and correcting issues. Specialize in cost-effective preventative maintenance and system monitoring.

Professional Summary

Customer service focused Technical Support Specialist with over 4 years’ career experience in help desk environments. Highly adept in systems analysis diagnostics and troubleshooting and conflict resolution. Exhibits excellent organizational and problem-solving skills. Works well in team environments as well as independent and displays strong work ethic.

Core Qualifications

Customer service-oriented

Product and service expertise

Systems Analysis

Excellent communicator

PC & MS Office proficient

Software testing and training

Help Desk

Quality assurance

Conflict resolution

Analytical and diagnostic skills

Experience

Technical Support Specialist

CMS Technology (Microsoft subcontract)

7/2015 - Current

Analyzed hardware and software to determine when it was more cost-effective to upgrade.

Performed regular system performance checks and identified any potential issues.

Coordinated with network administrators to identify system maintenance needs.

Maintained a daily log of system performance and noted any abnormalities.

Kept records of all repairs and upgrades.

Technical Support Specialist

Diamond Wireless (Verizon) - Seattle, WA

5/2013 to 6/2015

Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment.

Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary.

Accurately processed and documented call transactions using tracking software.

Technical Support specialist

4thpass Wireless - Seattle, WA

2010-2012

Provided business-clients with efficient support – Responded to phone calls, emails, and in-person requests.

Installed software, configured and tested customer PC’s, analyzed functionality of peripheral appendages.

Worked closely and effectively with vendors to replace/repair defective hardware and software.

Established patterns to reoccurring issues and provides input to development teams.

Education & Credentials

Associate of Arts and Science (AAS), Computer/Information Technology Admin and management (2011-2012)

Information Systems and Technology (in progress)

Completed CCNA Cisco Networking.

Bellevue college, Washington

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