Customer Service Technical Support
Resume:
El Mostapha Bourouhou
Apex, NC, 27502
Cell: 919-***-****
Home: 919-***-****
********.***@*****.***
Employment History
****- ***** **** ** **** Desk Support Specialist
Two In One manufacturing INC, Engineering & Manufacturing of Touch Sensor Screen
assembly, cable manufacturing and pcbs assembly, Nashua, N.H.
Duties Provided:
• IT support relating to technical issues involving Microsoft's core business applications
and Macs
• Basic support services for Microsoft related technologies: Windows Server, Active
Directory and Exchange
• Engineer and implement system solutions for customers using technologies that meet
their needs
• Implement and support disaster recovery solutions
Technical services and support at the network level: WAN and LAN connectivity,
routers, firewalls, and security
• Remote access solution implementation and support: VPN, Terminal Services, and Citrix
• System documentation and consulting services to include system reviews and
recommendations
• Communication with customers as required: keeping them informed of incident progress,
notifying them of impending changes or agreed outages
• Technical support to customers via telephone, email, remote access tools and ticketing
system
• Technical support for project implementations
• Evaluate user requests and requirements and potentially route to proper departments
• Systems monitoring, Patch management and inventory reporting
• Troubleshoot software, hardware and network issues
Additional Responsibilities:
• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service or project issues that cannot be completed within agreed service levels
• Business awareness: specific knowledge of the customer and how IT relates to their
business strategy and goals
• Develop in-depth knowledge of the service catalog and how it relates to customer's needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in Connect Wise as it occurs
• Review IT publications and online materials to remain up-to-date with current and future
technologies emerging in the industry
Education
2012, Information Technology Master Degree
University of Southern New Hemisphere, Manchester, NH. (GPA: 3.4)
2006, Telecommunication and Treatment of System of Information Master Degree
University of IbnTofeil, Morocco.
1995, Bachelor Degree In Science & Electronics
University of AbdelmalakSaidi, Morocco.
TECHNICAL SKILLS
•
Switches, Routers and Firewall configuration
•
Windows servers, Windows 2003/2008/2012 Active Directory
•
MS Windows, MS Office, MS Office suite
•
VPN, LANDesk and Citrix
•
Browsers based apps
•
Support design engineering from concept through production including component
•
selection, test, prototype build, safety testing and production integration
• Work from schematics, diagrams, written and verbal descriptions, layouts or defined plans to
perform testing, and troubleshooting functions
Attitudes
• Self-motivated
• Takes initiative
• Consistently meets or exceeds agreed upon results
• Willingly accepts accountability for results
• Achieve results
• Positive and constructive attitude
o Questioning and challenging
o Accountable and transparent
o Team oriented
o “Can Do” problem solving
o Process Focused
References
Name: Abdellah Mandili Phone#: 919-***-**** Manufacturing: Cree, Inc.
Name: Youness Lejrhoul Phone#: 919-***-**** Manufacturing: Cree, Inc.
Name: Afarfar Mohamed Phone#: 919-***-**** Manufacturing: Cree, Inc.
Name: Mohamed Ait Haddou Phone#: 919-***-**** Manufacturing: Cree, Inc.
March 2014- Present, IT Instructor
Engineering for Kids LLC, Cary, NC.
• Teaching the kids from 10 to 15 years old, engineering technology:
1. Robotics: build and program robotics LEGO MINDSTORMS and EV3.
2. Software development: introduction to electronic games
3. Computer science introduction: computer architecture and function, parts
description.
Contact this candidate