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Support Information Technology

Alexandria, Virginia, 22310, United States
January 10, 2018

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Mohammad M. Hanafi


Cell Phone: 703-***-****


IT Helpdesk Support / IT Desktop Support experience.

Holds a Bachelor Degree in Information Technology.

Over 9 years of experience in Customer Services/Relations.

Open to working off hour’s position.

Strong experience in IT Help Desk Support for the project after working hours and weekends.

Experience in IT Desktop Support, IT Technical Support, IT/PC Technician, Network (LAN, WAN) Support, in all technical expertise and capabilities with a proven ability to ensure the smooth running of Information Technology systems and provide IT services that will improve the efficiency and performance of a company/organization.

Extensive practical knowledge of complex systems builds hardware and software testing, IT Support, network support (LAN, WLAN, WAN) and computer repairs.


Knowledge of Cisco Any Connect usage.

Inventory Management System.

Mobile platforms (iPhones, iPads, BlackBerries) support for the end users.

User support ticketing system, Enterprise Service Support (ESS).

Providing admin rights for user’s PC using Microsoft Management Console.

Support for Windows-based applications (Microsoft Office Suite 2007/2010/2013,2016, Windows XP, 7, 8, 10 Operating System).

Remote Access Applications for Windows supports (TeamViewer, Remote Desktop Connection).

Knowledge of communication software (Microsoft Lync 2010/2013, Skype and messenger applications).

Deployment and implementation of software via System Center Configuration Manager (SCCM).

Troubleshooting/Assembling/Repairs Digital senders, Printer, Scanner, Desktop/Laptop Computers, and Photocopiers. PROFESSIONAL EXPERIENCE:

IT Support – Qatama Communications ( April 2016 – Present Provide IT Services for The Embassy of Afghanistan, Washington D.C.

Provide Application Layer management (Google Apps, VOIP Services).

Managing CCTV system for the entire Embassy building using (GeoVision Application).

Managing Door Control system for the entire Embassy building using (Keri System).

Managing the Wi-Fi system for the Embassy and Consulate Affairs Offices.

Managing the network printers and Fax machine systems.

Responsible for document digitalizing.

Refugee Resettlement Case Worker – Lutheran Social Services of National Capital Area (LSS/NCA) ( October 2015 – March 2016 Nonprofit Organization Provide Social Services for Refugees

Providing resettlement support for refugees coming from different countries to the United States.

Applying for refugee’s social security card process.

Applying for refugee’s benefits receiving for government (SNAP, Medicaid, and TANF).

Providing culture orientation regarding United States culture.

Provide training regarding how to use transportation system in the United States (Metro, Bus).

Providing training regarding health care and how to use their Medicaid.

Provide home and personal safety training.

IT Supervisor/IT Assistant - TETRA TECH Inc. - USAID/AESP Project ( April 2010 – October 2014 US based International Company, Support Central Asia, Middle East Sites

Responding to associate service calls to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems building and configuring PCs and laptops as well as loading software, and conducting audits for unlicensed software.

Running and terminating infrastructure cabling between workstations and communication closets

Monitored the WAN (VSAT Ku-Band) and LAN network for the USAID-AESP Project.

Monitored on timely basis DELL Power Edge model Servers, Domain Controller Servers.

Monitored and check the functionality LAN-Network and Configured Cisco Wireless Access Points.

On timely bases technically check the WAN/ WLAN and Wired LAN-Network.

Purchased the licenses software, management, and maintenance of IT-related equipment.

Managed and setup the Satellite phone, Black Berry Phones and Apple Phone devices for the end users.

Support Users in Software Applications (Apple OS, Windows XP/Vista/7 and Windows 8).

Application deployment for the Users through System Center Configuration Manager (SCCM).

Develop, Maintain and updated the Software and Hardware Inventory Management system

Assist with the troubleshooting, installation, and implementation of system per requirement of HQ Office.

Follow up on user support ticketing system Enterprise Support Services (ESS).

Attend online IT call meetings through Microsoft Lync with home Office in Framingham, MA as well with support office in New Delhi, India.

IT Coordinator (Part Time) Unique Atlantic Telecom – ( October 2009 – December 2010 Afghan Based Company, Internet Service Provider for US and International Projects

Coordinating Information Technology services includes responding to requests for maintenance, repair and purchasing new equipment. This includes maintaining and tracking inventory, approving requests and scheduling delivery of products and equipment.

Create and execute test scripts to validate application setup/configuration, data conversions, and updates and fixes. Review and analyze implementation issues including system documentation and output to identify solutions and/or make appropriate referrals of issues.

Prepare requirements specifications that reflect user needs, including application system constraints, and ensure that recommended output meets user needs.

Travel to participate in various meetings related to system development, modification, and implementation. Ensure detailed explanations of customer problems and call resolutions are entered into Problem Management System and ensure appropriate escalation including handling of escalated projects as assigned.

Install and replace new site equipment and maintain, modify and enhance existing equipment. Manage other on-site IT infrastructure that cannot be resolved remotely as instructed.

Implement group corporate IT security standards and policies across all systems. Assist in the implementation of new information systems, which may replace or argument the current application set.

Manage all tasks related to backup of the servers on site according to UATelecom/IT standards and processes.

Maintain all IT assets in the IT Asset Management tool as per defined processes and procedures Requirements.

Senior IT Engineer Asia Consultancy Group (ACG) ( April 2007 – April 2010 US based International Company

Responsible for VSAT installation, configuration, alignment and cross polarization.

Configuration and installation of Cisco and Linksys Wireless Access Points and Wireless Bridges.

Maintain E1 system connectivity with remote sites system.

Implementing, monitoring and maintenance of LAN and WAN that typically link to numerous computer platforms, operating systems and network topologies across a widely dispersed geographical area.

Install all new hardware, systems, and software for networks.

Documents network problems and resolution for future reference.

Monitors system performance, Radio Frequency, Microwave, E1 devices and implements performance tuning.

Manage user accounts, permissions, email, anti-virus, anti-spam.

Develop and administer the ACG Local and Wide area network (LAN/WAN) infrastructure, Deploy security measures to maintain the integrity of data on the ACG LAN.

Administer and provide support and maintenance for front end and back end servers, Administer and provide support for equipment required for teleconferences and routine maintenance of PABX and communication systems.

Manage IT Inventory and administer procurement & disposal of IT Equipment.

Deploy appropriate IT systems and services for ACG arranged conferences, meetings.


PASHTO (Native) Fluent Fluent Fluent

PERSIAN (DARI) Fluent Fluent Fluent

ENGLISH Excellent Excellent Excellent

HINDI Excellent Good Good


Certified of CompTIA Security +

February 2016

Certified of ITIL V3 Foundation In IT Management Services from EXIN November 2015

Bachelors of Computer Science (B.Sc.)

March 2003 – December 2006 Kabul University – Faculty of Computer Science.


March 1991 - December 2002 Amani High School – Kabul Afghanistan. REFERENCES: AVAILABLE ON REQUEST

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