Microsoft Office Customer Service
Resume:
Rania Basalious
**********@*****.***
Areas of Expertise and certificates
Cisco Networking
Cisco Networking
Cisco Routers
Cisco Switches
Cisco Wide Area Network
Operation Systems
Windows vista, 7,10
Windows Server 2003, 2008 R2, 2012 R2, 2016
Active Directory
Hyper-V ( virtualization)
Programing languages
Visual Basic
Microsoft office
Office 365, MSWord, Excel, Access, FrontPage
Database
SQL
Access
DRP
Datto
Barracuda
Firewalls: SonicWall
Hardware and software maintenance (Installation, configuration, Troubleshooting )
Windows Workstation
Hard/Software Installation
A+ Certification
Essentials II
Help Desk
Computer Imaging using Ghost
EMPLOYMENT HISTORY
July 2017 till Present - Acentec –Irvine, California
HelpDesk/It Specialist
Using Kayako ticketing system and AVG Managed work Place.
Provide support to end users on a variety of issues as: PC troubleshooting, Password resets, install network printers, third part software like remote scan, Windows 7/8/20XX, Windows 2008/2012/2016 server, windows Exchange, outlook, Active Directory support and Microsoft Office 2003, 2007, 2010,2013,2016, office 365 and other Windows based applications
Respond to telephone calls, e-mail and personal requests for technical support
Document, track and monitor IT assets including hardware, software, phones, cell phones, etc.
Office365/Exchange support
Cell phone and tablets support
phone system support ( Shoretel)
Virtualization (Hyper-V)
DRP (Datto and Barracuda) backup support
Remote and local backups systems like Carbonite
Maintenance and troubleshooting problems within Servers and workstations
Office 365
Dealing with Firewall Devices like SonicWall and Netgear Firewall
Dealing with SQL language and Developing Access Databases
6/12 – 6/16 - Global IT Services Inc. - Brooklyn, NY
IT consultant
Duties and Responsibilities:
Ensure proper performance of the company computer systems and networks
Identify, research and resolve technical problems with the assistance of senior staff
Document, track and monitor issues to ensure timely resolution
Follow up with customers to ensure issue has been resolved
Provide Trainings of basic computer hardware and software to employees
Install, modify, and repair computer hardware and software
Support users in different chase bank and Zara branches
Support and troubleshoot SQL language errors.
Answer user inquiries regarding company applications, computer software, or hardware operation
Ensure proper data backup
Setup and support Virtual Machines using Virtual Box and Hyper-V
11/2009 – 7/2011 - Research Triangle Institute/RTI, USAID – Egypt branch
IT Specialist
Duties and Responsibilities:
Investigates user problems and identifies the source; determines possible solutions; tests and implements solutions.
Installs, configures and maintains personal computers, Windows networks, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment.
Develops and conducts various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems.
Developing and maintaining databases, forms, reports using Microsoft Access
1/2007 – 6/2008 - Care International organization – Egypt branch
Help Desk
Duties and Responsibilities:
Provide support to end users on PC troubleshooting ( software and hardware)
Configure, maintain and troubleshoot network devices ( routers, switches, sonicwall firewall)
Creating and supporting outlook profiles
Upgrading windows 7 to windows 10 professionals
Installing and troubleshooting computer drivers.
Optimizing the performance of computers ( defragmentation, check desk increasing the virtual memories, updating antivirus, antispyware and malware, uninstall unneeded programs and cleanup to free up space.
Install and support Microsoft Office 2003, 2007, 2010, 2013, 2016, office 365 and other Windows based applications
Care International – continued
Help Desk
Ability to identify and resolve computer problems.
Customer service and communication skills.
Ability to learn and support new systems and applications.
10/2004 – 8/2006 - Better Life Association – Egypt
Help Desk
Duties and Responsibilities
Provides help desk support on personal computer hardware and applications for networked workstations.
Investigates and resolves user computer software and hardware problems.
Installs hardware and peripheral components at user location. Replaces defective or inadequate hardware, when needed.
Installs designated software packages such as operating systems, word processing, spreadsheets, and company-specific programs.
Configures user accounts including email and network access.
Monitors and helps with user account issues including but not limited to resetting passwords, and mapping IP address on the network and business systems.
Trains new employees on login procedures, e-mail software, and Internet usage policy.
Coordinates hardware moves due to office or staff changes. Reconnects hardware, establishes network connections and reinstalls data, as required
Certifications
- Associate in Applied Science Degree in Microcomputer Information Technology –Networking
- Bachelor of Education Science
- IBM Certified Solutions Expert DB2 UDB V7.1
REFERENCES
Furnished upon request
Contact this candidate