Help Desk Software
Resume:
Hussam Abdurrahman
Everett, WA 98208
ac8lvx@r.postjobfree.com
Objective
Seeking a position as a help desk technician in a demanding work environment.
To secure a position of help desk specialist where my technical problem-solving skills are well utilized.
Profile Statement
A skilled help desk professional with over 3 years’ experience providing user support and solutions in high demand work environments. Proven track record of efficiently diagnosing and resolving complex customer issues within agreed time scales. In-depth knowledge of a range of software applications and operating systems. An independent and results-driven worker with a strong commitment to increasing staff productivity.
A solutions-focused help desk specialist skilled in providing rapid, in-depth customer support. Proven ability to diagnose problems, find the root cause and supply lasting solutions. Extensive end-user training experience. Experienced in communicating complex information in an easily understood format to a diverse customer base. Proficient in several operating systems and applications. A solid reputation for professionalism and responsiveness.
Work Experience
IT Support at Crisis Connection
August 2018 – Present
Troubleshooting desktop issues, peripheral installations (including mouse, keyboard, printer, etc.)
Hardware installs and software installs.
Imaged PC’s for new onboard, deactivated and format offboarding user.
Managed tickets and documentation through the ticketing system.
Assisting in moving desks and managed distributions lists.
working on-call as needed.
Help Desk Support at Keller Rohrback L.L.P.
February 2017 - August 2018
• Sets up new Active Directory, email, network, and subscription accounts according to the Technology Services policies.
• Creates and manages email distribution lists as needed.
• Obtains proper approvals for access from the data owners.
• Extensively documents all communication and work in the help desk ticketing systems.
• Operating system maintenance and updates.
• PC imaging, configuration and setups for employee workstation and lab computers; the installation, and troubleshooting of Windows OS (mostly Windows 7 and 10), Office 365, wired and wireless networking, anti-virus, printing, G12 IP Phones, AV equipment, and some Macs.
North Sound Interior (NSI) Woodinville, WA
Help Desk Specialist May 2015– January 2017
• Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues
• Install, configure and modify hardware and software to ensure optimal performance
• Provide technical support for number of users.
• Handle an average of calls per day
• Prioritize and escalate issues where required
• Plan and lead training sessions for new and existing users
• Monitor, log and track all phases of help desk support
4thpass Wireless - Seattle, WA
Technical Support specialist, March 2011- January 2014
Provided first-tier support and troubleshooting for technology products and applications
• Performed physical setup of desktop hardware and software
• Served on team installing hardware and software upgrades
• Managed inventory and tracked all hardware and software used
Edmonds Community College - Seattle, WA
Outreach Department Support, January 2008- January 2011
• Checking and sending mail
• Giving tours to new students
• Maintaining an organized office,
• Answering phones, communicating with other departments
• Organizing monthly events with other departments.
Education and Qualifications
Information Systems and Technology (in progress)
Bellevue College, Washington
Associates Degree in Computer Science from
Pima Community College, Arizona
Technical Skills
• Platforms: Windows 7, Windows 10, Windows 2012, Mac operating system
• Applications: MS Office 2010, 2013, 2016 and 365, Norton/McAfee Anti-Virus, Symantec endpoint protection, NetDocs, ProLaw, Internet Security, Skype for Business messaging, Software Center, System Center Configuration Manager (SCCM), Symantec Ghost Solution Suite, Android and Apple, G12 IP phone and Avaya.
• Strong knowledge of LAN and WAN
• Solid knowledge of IT Help Desk system (ZenDesk, Spiceworks and Isupport)
Core Competencies
• Organizational and planning skills
• Attention to detail
• Communication skills
• Customer-service orientation
• Problem analysis and resolution
• Adaptability
• Flexibility
• Stress tolerance
Contact this candidate