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Microsoft Office Customer Service

Glendale, California, United States
January 25, 2018

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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







Firewalls: SonicWall

Hardware and software maintenance (Installation, configuration, Troubleshooting )

Windows Workstation

Hard/Software Installation

A+ Certification

Essentials II

Help Desk

Computer Imaging using Ghost


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


- Associate in Applied Science Degree in Microcomputer Information Technology –Networking

- Bachelor of Education Science

- IBM Certified Solutions Expert DB2 UDB V7.1


Furnished upon request

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