Help Desk Customer Service

Manar Shamaan

***********@*****.*** 248-***-****

Education

Al-Mansour University College, Baghdad, Iraq 2012

Bachelor of Science in Computer Science and Information Systems

U.S. Equivalent via Educational Credential Evaluators, Inc. 2016

Fluent in English, Arabic, Chaldean, and Turkish

COMPUTER SKILLS

Microsoft operating systems: windows XP,2000, 7,10

Apple IOS & Android operating systems

Basic Oracle, SQL

PC and Laptop maintenance

Network communications and installation

Microsoft Office Applications, Graphic Design & Photoshop

LAN, WAN, VLAN, TCP\IP & Switching and Routing

Windows Server, Mac OS X, Active Directory, Tiger Paw & Autotask

Work independently or with group, available to work 24/7, holidays & travel inside US too

CERTIFICATIONS

CCNA 2012

CompTIA A+ 2017

Work Experience

Castle, MI, USA 5/2016 – 6/2018

Help Desk Technician (part time)

Format, install, set up, maintain, and troubleshoot desktop and laptop computers with and for end users

Set up and troubleshoot domains, user accounts and software accounts

Follow standard help desk procedures Log all help desk interactions

Advise user on appropriate action Inform management of recurring problems.

Monitored and maintained computer systems and networks

AGM Automotive, MI, USA 2/2016 – present

Quality Control Inspector

Read blueprints and specifications

Monitor operations to ensure that they meet production standards

Recommend adjustments to the assembly or production process

Inspect, test, or measure materials or products being produced, using rulers, calipers, gauges, or micrometers

Accept or reject finished items, remove all products and materials that fail to meet specifications

Discuss inspection results with those responsible for products

Report inspection and test data

Employment Gap between 3/2014 – 2/2016

From 3/2014 until 2/2016 I didn’t work. I was in Turkey as a refugee, unable to be employed in IT or work in a field related to my bachelor degree. I arrived to the U.S. 10/21/2015 and then received an employment authorization card.

EarthLink Telecommunications Company, Baghdad, Iraq Mar\2013 – Mar\2014

IT Technical Support Engineer and Customer Service Representative

Researched, diagnosed, troubleshot and identified solutions to resolve system and network problems

Installed and configured computer hardware operating systems and applications

Established networks and ensured network quality

Adhered to diagrams and written instructions to repair an issue or set-up a system

Acted as coordinator between customers and maintenance department in order to ensure that issues get addressed

Responsible for orientation of new employees of the company

Answer more than 200 costumer phone call in 15 min or less for one business day.

Serviced VIP and special customers such as presidential palace, provincial council, ministries and embassies (US embassy)

Contact this candidate