Saif Aqrawi

IT Management, Executive Customer Support Management

Email: ac6tiz@r.postjobfree.com

Cellphone: 586-***-****

Home Address: **** * ** **** **. Warren MI 48091

Qualification and Skills

In-depth knowledge in Microsoft Windows Server 2008/2012 Active Directory and Group Policies.

Extensive knowledge in Computer Hardware.

Extensive knowledge in Backups.

Able to install, configure, troubleshoot and support Windows for clients. Excellent experience with Microsoft Office Suite and Office 365, Citrix, SalesForce, Firefox, Chrome, Safari, Internet Explorer, Home Care Home Base and Pointcare.

Effective oral, electronic and written communication with all levels of the organization using top notch customer service.

Install and manage new software. Experienced manager with excellent client and project management skills. Action-oriented with strong ability to communicate effectively with technology, executive, and business audiences.

Ability to multi-task and handle frequent interruptions. Also managed 1000+ devices across organization.

Passionate, optimistic, and has internal inspiration to get things done.

Basic proficient at LAN, WAN, and Wireless building, cable installation and testing

Accomplished Manager with extensive experience in front-of-house and back-of-house operations.

Experienced Manager on Duty professional with strong leadership and relationship-building skills.

Work with development team of the CRM (Customer Relation Manager) Software, work will include, design pages, workflow, flow chart, testing, involved with day by day software experience and project management.

Experience with multiple operating systems: Android, iOS, Windows OS, Blackberry, Windows 7 – 10, Mac OS

Organized, thorough, and great attention to detail.

• Excellent skills in security portals, developed security mobile policies, mobile Device Management (MDM), MaaS360, Virtual Private Networks (VPN), AirWatch.

Demonstrated working knowledge of networking basics.

Work Experience

IT Manager, Head Of IT Support Team

Guardian Angel Home Care, Rochester Hills, Michigan

2/16/2012 – Present

• Server Managing includes Active Directory integration, device and security policy, maintenance and group polices. Group Policy Security deployment and support ensuring security best practices.

• Support end-users with IT-related problems in a responsive and service-oriented manner.

• Utilize MDM (Mobile Device Management) systems such as Airwatch and MaaS360 to add users, devices, and create/manage policies.

• Use Active Directory to add and remove users and to reset passwords.

• Migrating Windows 7 to 10 for our entire end user base.

• Provide onsite technical support for mobile devices (Android/Apple) also support the network and (Wi-Fi) routers, serve and cloud systems for C-level clients and executives.

• Setup, management, and maintenance of IT-related equipment.

• Monitor backup jobs and ensure a high level of completion success rate.

• Manage time and projects effectively.

• Help put processes in place to maintain a stable network environment.

• Training staff with IT related equipment.

• Support Mobile Devices, Samsung Tablets, iPads, Smartphones, iOS and Android.

• Assist with the troubleshooting, installation, and implementation of systems.

• Ensure data integrity with regard to our fixed asset inventories.

• Provide input and recommendations to the organization surrounding hardware and software technologies and how these technologies can assist the business been especially proactive with new technologies.

• Develop and monitor performance levels of software and hardware and evaluate, recommend, and propose alternative methods of information processing.

• Develop and maintain information architectures (data, application, network) ensuring the system is on-line daily.

• Maintain hardware and software maintenance agreements to ensure integrity of operations processes.

• Highly experienced with maintain salesforce.com, home care home base - point care systems.

• Maintain the CRM project (in house software development)

• work with the development team for the software enhancement and workflow.

• Monitor technical team calls to ensure maintenance of technical skills and excellent customer service

• Monitor ticketing systems for support requests, troubleshoot/diagnose, resolve to completion with proper follow up or escalate when necessary, Manage the Ticket system portal,

assign tickets to desire team.

• Providing personalized client support while maintaining daily metrics.

Assist with onboarding of new users

• Responsible for managing administrative operations and staff training.

• Communicate, troubleshoot and support technical issues to novice end-users.

• Develop documentation, standard support models and processes to maintain, and upgrade existing customer infrastructure related to mobile devices.

• Responsible for resolving all issues relating to mobile devices across 22 locations nationwide.

• Disseminated and enforced all company policies, procedures and training for over 150+ employees

• Prepared and allocated daily workloads for each team member.

IT Director / Duty Manager

Hilton Garden Inn, Southfield, Michigan

5/17/2010 – 10/2/2015

Provide help desk support and resolve problems to the end user’s satisfaction

Monitor and respond quickly and effectively to requests received through the IT helpdesk

Monitor Service Desk for tickets assigned to the queue and process first-in, first-out based on priority

Modify configurations, utilities, software default settings, etc. for the local workstation

Utilize and maintain the help desk tracking software

Document internal procedures

Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment

Install, test and configure new workstations, peripheral equipment and software

Maintain inventory of all equipment, software and software licenses

Report issues to the Service Desk for escalation

Manage PC setup and deployment for new employees using standard hardware, images and software

Assign users and computers to proper groups in Active Directory

Perform timely workstation hardware and software upgrades as required

Work with Hilton Service OnQ program.

Education

TECHNOLOGY COLLEGE, BAGHDAD/ IRAQ 2005

Bachelor's Degree in information Technology Systems

ADOBE GRAPHICS, KUALA LUMPUR/ MALAYSIA 2008

License in Graphic Design

COMPTIA, TEXAS/ USA 2014

Software/Hardware support License

CISCO SYSTEMS, ONLINE LEARNING USA 2016

CCNA Network Engineering, - Level 1

HOME CARE HOME BASE SUPER USER, TEXAS/ USA 2016

Home Care Home Base / Pointcare Support

References

Upon request

Contact this candidate