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Technical Support Desktop

Location:
Tampa, Florida, United States
Posted:
April 18, 2018

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Resume:

MHAMED K. BENYAMINE

813-***-**** www.linkedin.com/in/mhamedbenyamine ac46j6@r.postjobfree.com

IT SUPPORT PROFESSIONAL

Design and implement policies and to ensure Network security. Administer networks and develop and implement backups to avoid data loss (mitigating ransomware threat). Maintain devices including routers, switches, servers, desktops, laptops, macs, train, manage teams, develop training material. Leverage customer relations experience to excel in customer facing environments. Adept at cross-functional collaboration.

TECHNICAL SKILLS

Networks & Protocols: LAN/WAN, TCP/IP, WLAN, DNS, DHCP, VPN, NAT, FTP, RIP, IPv4, ARP, OSPF, EGIRP, BGP, VLANS, HSRP, STP

Routers & Switches: Cisco (ASR9K, ME3400, 2900 series), PONs, Netgear, Sonicwall Operating Systems: Server 2003/2008/2012, Win XP, 7, 8,10, Mac OS, VMware Software: Windows Network Administration, Active directory, Bitlocker encryption, Microsoft office, Imaging Software, Backup Software Printers: HP, Lexmark, Brothers, Ikon, Configuration Introduction to Project management training and Agile methodology certification PROFESSIONAL EXPERIENCE

BRIGHT HOUSE NETWORKS/SPECTRUM, St. Petersburg, FL 2016 – 2017 Advanced Technical Support

Provided support to Enterprise customers. Aligned knowledge with job needs to efficiently address customer issues.

• Troubleshoot and resolve network connectivity issues (Cisco routers and switches, Alcatel).

• Configured network devices to meet security and production needs.

• Traced circuits to pinpoint source of symptoms and coordinate resolution with proper groups.

• Monitored and addressed circuit alarms.

• Troubleshoot VOIP phone systems.

• Coached teammates when discovering missed resolution steps to increase first call resolution. TECK GURU, Tampa, FL 2005 – 2016

A Managed Service Provider.

IT Support Associate

Advised and recommended solutions to improve network processes, availability and security.

• Managed projects from $5K - $50K related to moves, new setup.

• Advised and provided customized solutions to align with business needs.

• Recommended and implemented hardware and software solutions to improve business performance.

• Provided technical support to small business; from 10 to 100 users per business.

• Setup Network (LAN and WAN connectivity using cisco ASA-1800-2900, Sonicwall hardware, configuration, administration and maintenance.

• Setup AD users. Network shares management. LAN/WAN connectivity troubleshooting.

• Created group policies, roles and templates, storage management and backup.

• Oversaw disaster recovery implementation.

• Implemented network security plan to reduce intrusions.

• Provided desktop support, remote support, email configuration, printer setup and maintenance. Configured and setup new computers with specific applications. Configured new VOIP phones and smart devices.

MHAMED K. BENYAMINE Page 2

813-***-**** ac46j6@r.postjobfree.com

KEISER COLLEGE, Sarasota, FL 2005

Technical Instructor

Taught technical courses and prepared student (20-25) for technical certifications. SAPPHIRE TECHNOLOGIES, Tampa, FL 2003 – 2004

Consultant Technical Support

Participated in the roll out of Windows XP (3000 workstations) and worked as a technical business analyst providing desktop support to users and determining users’ needs and suggesting practical solutions. IBM (Formerly Chase Manhattan Bank IT Department), Tampa, FL 2000 – 2003 Team Lead Technical Support Analyst

Created training materials and revised existing procedures. Supported over 1500 users.

• Trained new hires on networks and applications to support customers.

• Developed training material for newly released applications resulting in improved learning.

• Monitored queues and coached analysts to ensure availability.

• Monitored call volume and ensured proper staffing to meet SLA, using Lucent software.

• Assisted manager in all daily management tasks.

• Troubleshoot LAN/WAN Connectivity issues (TCP/IP-IPX/SPX networks).

• Addressed hardware and software issues, printer configurations, user accounts management, escalated issues to proper department and coordinated resolution with next level support. ADDITIONAL RELATED EXPERIENCE

NATIONS BANK, Tampa, FL

New Hire Coach

Team of 10-20 members.

EDUCATION / PROFESSIONAL DEVELOPMENT

• Bachelor of Arts (BA), Economics, Subject Focus: Teaching Basics of Management Theories, Accounting and Statistics, University Hassan II, Casablanca, Morocco

• Currently pursuing CCNP certification, target date completion 12/2018 CERTIFICATIONS

CCNA (Cisco Certified Network Associate) Certification Microsoft Certified System Engineer

CNA (Certified Novel Administrator) Certification

A+ Certified

MCP

LANGUAGES

Fluent Arabic and French



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