Customer Service Technician

HUSAM ISSA

** ******** ** ., *******, ** M*R *K* • 647-***-**** • ***********@*******.***

OBJECTIVE: An experienced IT Support specialist with hands-on experience in hardware, software, and Intranet

applications. Commitment to exceptional customer service. Proven network troubleshooting skills.

SUMMARY OF QUALIFICATIONS

● A self-starter who is motivated with a determination to succeed.

● Punctual, hard-working, reliable and a dedicated team player.

● Capable of working individually with minimal supervision as well as in a team setting.

● Solid, steady, stable, responsible employee.

● Professional attitude and an efficient problem solver.

● Excellent time management, organizational, and problem solving skills.

● Good communication skills (both verbal and written), with a strong work ethic

TECHNOLOGY SKILLS SUMMARY

OS: Windows XP, Vista, 7. Windows Server 2003, 2008

● Productivity Software: MS Office 2003, 2007, 2010. Lotus Notes. Open Office.

● Network Software: Active Directory and Exchange 2007, 2010.

● Network hardware: Cisco and Jupiter Switches, WAN and Routers, Cat5 wiring.

● Network Setup: DNS, TCP/IP, DHCP, 802.11, VPN.

● Mobility: Android, iOS, and Blackberry server.

● Security: Symantec Anti Virus Server,

● Various ticketing systems experience: OSTicket, SeatAdvisor, Joomla

EMPLOYMENT EXPERIENCE:

ANALYST EUS (END OF USER )OPS OCT 2014 –present

Loblaw

Acted as primary IT contact and resolved issues.

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Internal system and application support.

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Co-ordinate the refresh program for Desktop PCs and other IT equipment’s.

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Monitor ticketing queues and comply with quality guidelines

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DESKTOP SUPPORT TECHNICIAN NOV 2013 – OCT 2014

CompuCom

Acted as primary IT contact and resolved issues.

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Internal system and application support.

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Co-ordinate the refresh program for Desktop PCs and other IT equipment’s.

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Monitor ticketing queues and comply with quality guidelines

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DESKTOP SUPPORT TECHNICIAN FEB2012 –DEC 2013

Field Nation & Field Solution IN USA and Canada

● Daily administration of Windows desktops

● Provide technical support for desktops, network connectivity, and e-mail servers.

● Deployment and administration of Personal Computers (laptops and desktops) and printing devices

● Basic administration of the telephone system

● Monitor ticketing queues and comply with quality guidelines when managing incidents.

DESKTOP SUPPORT TECHNICIAN 2009 – 2012

Elissa Computer Solutions

● Provided on-site desk-side support to user desktops and laptops.

● Performed proactive maintenance on all managed equipment.

● Consulted and designed networks and systems architecture for beginning businesses

● Field support including installing and training for new products

● Performed scheduled server updates and reboots during customer blackout periods

● Integrated consumer electronics into one network with full media and information sharing

SUPPORT TECHNICIAN 2006 - 2009

PCS Solutions

● Desktop and laptop repair.

● Consumer support.

● Installed products as per consumer requests.

● Managed Services IT Technician.

HUSAM ISSA

502 – 797 Don Mills Rd., Toronto, ON M3C 1V1 • 647-***-**** • *********@*******.***

Helpdesk Level 2 Technician 1995-2005

● Aljazi Managed Services

● Took ownership of accounts and clients

● Managed Services for Mid-Size business

● 2+ years of over the phone technical support experience working with PC's and peripherals, Windows 95 / 98 /

2000 / NT / XP

● Over 2 years experience with the Internet and Internet based applications

● Excellent verbal and written communication skills

● Technical knowledge of Internet Browsers and versions of each (Internet Explorer/Firefox/Safari), Clearing

cache and cookies, Pop-up Blockers, Security Software (Norton Internet Security, McAfee), Plug-ins -

installing (Adobe Flash, Quicktime, etc

● Supported end users on Learning Management Systems (Blackboard, Angel, FirstClass, SAKAI, Moodle, and

more) and adhered to protocols set within client profiles

Special Projects:

● Upgrade systems for Interchange Electronics Inc: Server 2003 to Server 2008 R2. Laptop hardware upgrade

and Migration to Windows 7

● Ground-up installation and setup of network, wiring, systems, and software for Ontario Security, Iron Horse,

and Night Hawk Security

● Migration and upgrade for F.G. Bradly’s Incorp

● Completed site setup and system configuration, including wiring, printers, and WAN for Oliver’s Labels Inc

Education and Certification

Bachelor of Science Computer Science - University of Yarmouk

● Microsoft Technology Associate certification MCITP (Windows 7) A+ Certified

● Dell Registered Partner/ Acer Authorized Partner

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