Customer Service Manager

Khalid Nabizadah ***** Sundale Drive Fremont CA **538

Phone: 415-***-**** E-Mail:

******.*********@*****.***

SUMMARY OF QUALIFICATIONS

* ***** ** *********** ********** experience with extensive hardware and

software install and maintenance. Superior communication and people skills

established through company training in customer service and problem

resolution. A deep felt desire to serve the customer, resolve problems and

provide a complete IT support solution. Possesses excellent working

knowledge of client server network fundamentals. A self starter that is

well organized and capable of multitasking with numerous responsibilities

while meeting required deadlines.

PROFESSIONAL EXPERIENCE

Parsons Corporation San Francisco, CA

07/2009 - present

Sr. End User Computing Support Technician

. Provide day to day support for 600+ users in Northern California region

via telephone, e-mail, client machine control and face-to-face support

with no supervision.

. Supporting the following operating systems: Windows 2000, Windows XP,

Windows Vista, Windows 7, Windows 8 and some MAC OS.

. Use LogMeIn /Remote Desktop / Microsoft Communicator for remote support

and control of user PC.

. Integration from Windows XP to Windows 7 with minimal downtime.

. Great understanding of DHCP, TCP/IP, DNS, and other network configuration

related to end user computing.

. Conduct technology refresh of Dell Laptops, Dell Desktops, Dell Precision

Workstations, Dell Precision Laptops, Lenovo ThinkPad Laptops, Lenovo

ThinkStation and ThinkCentre Workstations and Samsung LCD Monitors, and

NEC LCD Monitors.

. Image machines via Microsoft Lite-Touch Deployment Tool customized by

Dell for Dell Laptops, Desktops, and Precision Workstations, and use

Symantec Ghost for imaging Lenovo ThinkPad Laptops, and ThinkStation

Workstations.

. Troubleshooting software and hardware questions, issues, problems and

failures with workstations, laptops, related hardware and software;

including complex and challenging matters that require research and

initiative to resolve.

. Screen and diagnose internal inquiries and work requests for RMA or

Warranty of Laptops, Workstations, Printers, Monitors, IP Desk Phones and

Mobile Devices.

. Troubleshoot Network ports, network related issues on user end and verify

network activity on network equipment.

. Provide support for small printers, medium printers and MFD printers.

. Troubleshoot Blackberry Smartphones, iPhones, iPads, and Android

Smartphones.

. Recommend changes to existing procedures. Work with end users as

necessary to assure they know and follow new and existing procedures.

. Work with Asset Managers to track and update asset information on HP

Asset Center Program plus locate and ship assets to central office in

Pasadena, CA.

. Add, Edit, Delete and Modify user permissions via Active Directory.

. Provide direction and training to lower-level End User Support team

members.

. Regularly follow up with end users to ensure that questions, issues and

problems have been resolved to the user's satisfaction.

. Assist with project mobilization activities; work with projects having to

do with IT infrastructure hardware, as directed.

. Manage shipping and receiving of assets for Northern California Region.

. Track and document all ticket issues via HP Service Manager.

Symantec Corporation Mountain View, CA

05/2008 - 05/2009

Site Services Analyst / Desktop Support (12 Months Temp)

. Supported more than 500 end-users with computer, network systems,

printer, software applications, PDA's and peripheral devices.

. Oversaw the investigation and resolution of hardware and software issues

both remotely and onsite.

. Performed diagnostic testing on PC equipment and ensured printers were up

and running at all times.

. Provided second level support to Symantec Employees to resolve issues

with specific applications, including Windows 2000, Windows XP, Microsoft

Office, Outlook 2003/2007, Cisco VPN, Symantec Backup Exec, Norton Ghost,

Norton Antivirus 360, SEP (Symantec Endpoint Protection), and numerous

industry specific applications

. Utilized Remedy ticketing system to create help desk tickets for end

users and following through until resolution.

. Imaged end user computers with corporate image via Symantec Ghost

deployment software.

. Technology Refresh of Laptops, Desktops, Workstations, Printers and WIFI

access points.

. Provided troubleshooting support for Cannon Multi-Data Function Printers,

Dell Printers, Hp Printers, and Konica Minolta Multifunction printers.

. Created a rich database of known issues using Excel spreadsheets.

. Worked with Level 2 Networking Team to resolve issues with Switches,

Routers, Wireless Access Points, and Cisco IP Phones.

. Worked on several projects such new move project, replacing of 20 old

printers, Technology Refresh of 50 Desktops and 100 Laptops, replacing

350 network cables and testing 150 network ports in cubicles and office

rooms as well as conference rooms.

. Removed Viruses, Trojan, and Spyware from user's computers using various

tools and manually removing infected non-system files.

. Communicated highly technical information to both technical and non-

technical personnel.

Avermedia Technologies Milpitas, CA

10/2007 - 03/2008 Technical Support Specialist

. Provided technical support and troubleshooting to the end users via

phone, email and live chat at all times.

. Diagnosed and resolved hardware and software problems, including but not

limited to presentation products on PC and non PC platforms

. Contributed to achieve highest level of customer satisfaction in North

America regions including US and Canada.

. Worked with product Manager and QA Engineer to seek immediate solutions

before escalation to HQ Tech Support Dept.

. Generated periodic customer service reports and bug lists for internal

and HQ Tech Support Dept.

. Created and routed outstanding issues to the appropriate technical group

at HQ and communicate / follow up until completion.

. Worked with RMA Dept. to verify return products, create RMA log sheet and

interface with customers on RMA units.

. Helped and shared tasks in MIS, networking and phone system when needed.

Security First Financial Mortgage & Realty Fremont, CA

05/2004 - 09/2007

Help Desk

. Provided desktop support for over 120 clients in the greater Bay Area

region by phone or in person as needed to minimize downtime

. Identified, isolated and repaired computer equipment showing wear and

tear as well as during preventative maintenance routines

. Developed training materials and procedures, and trained users in the

proper use of hardware and software.

. Conferred with staff, users, and management to establish requirements for

new systems and modifications.

. Read technical manuals, conferred with users, and conducted computer

diagnostics to investigate and resolve problems and to provide technical

assistance and support.

. Answered users' inquiries regarding computer software and hardware

operation to resolve problems.

. Set up equipment for employee use, performing and ensuring proper

installation of cable, operating systems and appropriate software.

. Referred major hardware and software problems and defective products to

vendors and technicians for service.

SKILLS

. Ability to perform under minimal or no supervision

. Outstanding communication ability, verbal and oral

. Multi-tasking ability, organization

. Effective problem solving during customer service

. Computer literacy: software, hardware, troubleshooting

. Exhibit a high level of professionalism and excellent interpersonal

skills

. Strong relationship-building ability, proactive, results-oriented, and

resourceful.

. Ability to meet deadlines without compromising accuracy, excellent

product quality and attention to detail.

CERTIFICATIONS

A+ IT Technician Certified Unitek College, Fremont, CA

04/2007

Network + Certified Unitek College, Fremont, CA

04/2007

EDUCATION

DeVry University Fremont, CA

10/2004

Bachelors of Science in Computer Information Systems G.P.A. 3.57

REFERENCES

Available Upon Request

Contact this candidate