Service Support
Resume:
ISAM ALNATOUR
Houston, Texas *****
email: ****.********@*****.***
Seasoned corporate IT services professional with exemplary track record of achieving consistently superior quality metrics across the value chain. Succeeded in driving high resolution rates, backlog ticket clearance, and customer satisfaction scores. Highly motivated problem-solver with well-documented interpersonal, communications, and technical skills.
INSERSO CORPORATION 2016 - 2017
IT SERVICE DESK SUPPORT TECHNICIAN SAN ANTONIO, TX
Helped manage a high-volume IT service desk at Inserso, a leading Tier 1 government contractor serving more than 40 federal agencies including the Department of Homeland Security. Inserso specializes in the management, development and support of IT systems and solutions, including mission-centric application development and sustainment, infrastructure and cloud support, end-user support, enterprise service desks, and cyber security support.
Highlights:
Recognized for my ability to provide prompt, professional service and execute on multiple assignments simultaneously in an intensive, high-volume environment. Considered the “go-to-guy” for the most complex and challenging IT service issues.
Consistently delivered high-quality service to clients, providing efficient ticket processing, thorough troubleshooting and root-cause analysis, and aggressive follow-through in identifying and deploying necessary assets to resolve issues rapidly.
Established a reputation for continuous client communication. Insisted that client be kept “in the loop” at all phases of the service journey. This required excellent interpersonal skills, including setting appropriate expectations; explaining problems and process thoroughly with client; keeping them constantly apprised of status; and following up after work was complete to ensure their needs were fully addressed.
Demonstrated strong IT technical expertise; able to expeditiously evaluate, prioritize, troubleshoot, analyze, research and resolve a wide variety of hardware/software and application incidents reported by clients, from desktop and mobile applications, to remote connectivity and system security, network printers, server issues, etc.
Hand-picked to provide concierge service to senior management team due to my depth of knowledge and proven ability to diagnose and resolve issues promptly while providing a high-quality customer experience throughout the service journey.
ALCON MANUFACTURING, INC. 2015 - 2016
IT SUPPORT TECHNICIAN HOUSTON, TX
Managed full range of issues across all functional areas of IT service desk support, including:
Imaging and deploying desktops/laptops/printers/apps/etc. to end-users
Responding to client service requests, managing ticketing, diagnosis, escalation, etc.
Utilizing remote tools such as Offer Help to help users resolve issues with apps and connectivity and get them back online promptly.
Deployed and configured RDT’s 9090/9190, Intermec printers, and HP printers.
Achieved consistently high resolution rates. Received high marks for aggressively tackling issues, implementing workarounds, and “going the extra mile” for the client.
CAMERON (SCHLUMBERGER) 2007 - 2015
IT ANALYST/DESKTOP SUPPORT HOUSTON, TX
Served as a key player in managing IT help desk operations for Cameron, a subsidiary of Schlumberger – the world’s largest oilfield services company. Responsibilities included:
Managing the enterprise-wide configuration, installation, and setup of PCs and workstations running Windows 7 operating systems.
Developing systems with corporate standard image, providing required software and drivers to users based on their unique departmental needs and goals.
Ordering all system hardware, including hard drives, monitors, secure flash drives, etc.
Managing configuration and deployment of IP phones and iPhones enterprise-wide.
Conducting a major upgrade of network printers, including deployment/configuration.
Maintained accurate, thorough inventory of on-site systems, hardware, and software.
Especially adept at resolving issues related to mission-critical applications and systems while maintaining positive, proactive communications with clients. This required a high degree of tact and presence-of-mind in a high-pressure environment where the company’s success often depended on quick diagnosis and rapid resolution.
Associate of Science in Computer Engineering from the Control Data Institute.
Extensive coursework in IT/Business Management at North Texas State University.
Proficient in Windows operating systems (WXP & W7) and all native applications.
Experience in wide range of other operating systems, applications and diagnostic tools.
A+ Certification, HDI Certification, Dell Certification.
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