Desktop Support Technical

EHAB AL-AFOON

Houston, TX ***** 832-***-**** ****.*****@*****.***

SUMMARY

Experienced and knowledgeable information technology professional seeking to contribute training and acquire skills within a help desk support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance.

Skills

oProvided Helpdesk & Remote desktop support for laptops and Workstations

oInstall racks, cabin and running cabling (cat5 & cat6) for data center and new offices

oHelp Desk Ticketing Systems

oExperienced with Active directory & VOIP

oQuality driven, dependable and easily adaptable

oTelephone and in-person support

oHardware maintenance for MacBook and Laptops

oMacBook maintenance and troubleshooting

oThe Ability to lead or work in a team and accomplish tasks efficiently

oThe Ability to communicate with individuals at all levels

oExperience with anti-virus and malware programs

oExcellent writing and communication skills.

oRe-Imaging operation system and configuration

oExperienced with MS office version & MS Lync

Work Experience

Desktop Support Technician

RR Donnelley Global Turnkey Solutions

June 2016 to present

oConfiguration, and troubleshooting of laptops and workstations.

oEvaluating and ordering new equipment for facility employees.

oProviding technical support on site and remotely such as: installation and troubleshooting

oProviding service to the customers over phone (25 + call per day).

oExperienced with Disk Encryption tool for lock and secure HDD

IT Desktop Support Technician II

Weatherford Oil tools

July 2009 to November 2015

oProvided help desk support to staff, diagnosing and troubleshooting workstation for any hardware or software issues.

oMonitors Support System for tickets assigned by using SCSM & Remedyforce software’s

oUsing KVM Switches in data center that control of multiple computers from a single keyboard, monitor and mouse

oProvided technical support to other cable technicians and installing racks and patch panel on the field

oProvided remote desktop support through a Logmein123 software, by phone and onside.

oInstalled video system (Projector, speaker, Audio system, cabling).

oInstallation, configuration and maintenance of network printers (XEROX).

oMonitored network and upstream software to access to network and oilrigs for real-time

oWorked with Active Directory: Reset user’s passwords: adding /deleting users on the domain.

oRoll out the latest virus definitions and DAT files, latest software

oCisco VOIP support installation and configuration

oDesigned training manuals and training programs (software and hardware) for new employees & visitor clients.

oInitiating bridge calls and coordinating with IT and Business including different Technology Groups for resolving incidents and enhancing service quality and liaising with various system owners.

oSending notification to all the stakeholders of the incident progress/updates until the service restoration.

IT Specialist

Proactive Communication Inc.

Green zone \Iraq September 2006-October 2008

oInstalled, maintained, and troubleshoot Signal support equipment and terminal devices (internet system).

oNetwork Configuration & LAN Management.

oMicrosoft windows & MS office Installation, Configuration, and Desktop Support.

oCisco VoIP 7945 Configuration and Troubleshooting.

Certifications

oITIL V3

oMCP, MCTP

Keywords:

Technical Support, Customer Service, Malware, Spyware, Desktop, Laptop, MS, Microsoft, administer, Tier I, Tier II, Computers, Computer Information Systems, Technician, Tracking, workstations, applications

Education

oB.Sc. Computer Science 2000-2004

University Of Basra

oLanguages: Fluent in Arabic and English.

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