Customer Service Manager

Benaifur Khosravi

Gaithersburg, MD

818-***-**** - ********.********@*****.***

Green Card Holder

SUMMARY OF QUALIFICATIONS

• 6+ years of Extensive experience in Systems Administration, Team manager and Desktop Support

• Technical expertise in maintaining servers, workstations in a Microsoft centric environment

• Solid experience with remote connection and troubleshooting using Microsoft Systems Center Configuration Manager and Active Directory, DNS, DHCP, Group Policy

• In-depth knowledge of MS OS, applications (Vista, XP, 7, 8,10, Mac OS), Linux, Office Professional and common desktop applications such as Adobe Acrobat, Lotus Forms, browsers and networking, Android, I phone, Kaseya Ticketing System, RDC (Remote Desktop Connection)

• Proficient in MS Office Suite, Windows Server (2003 & 2008 & 2012), Network (LAN/WAN) and VM-ware, Hyper-V, Exchange sever, office 365,

• Expertise in diagnosing and solving problems affecting systems and network operations/printer

• Support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages

• Perform duties effectively and independently under demanding work environment and time constraints

• Communicate effectively both in writing and orally. Advanced linguistic skills in Farsi

• Excellent interpersonal skills and work collaboratively with clients, other technicians and vendor representatives

• Public trust, security clearance

PROFESSIONAL EXPERIENCE

American Institute Physic 09/2014 – present

IT Help Desk College Park, MD

• Provided phone, email and in-person customer support services to users

• Installed software and configured computers, Windows (8,10), Mac 10.10, printers, Sys Aid, Create the user and profile of them in Active Directory, Telephone server,

• Deployed computer images for laptops, Desktops, Mac

• Configured and resolved network printer problems, Windows, Mac Family Services Inc. 10/2013 – 5/2014

IT Support Specialist Gaithersburg, MD

• Provided systems administration and desktop support to an office of 500+ employees

• Installed software and configured computers, printers, voice and data systems, Kaseya Ticketing

• Assisted users in setting up workstations, printers, conference room phones and bridges

• In coordination with Network Operations, activated ports/drops and assisted with moves, add-ons, changes or removal of the IT equipment

• Provided training on information assurance policies, principles, and practices.

• Assisted with uploading system patches and application releases. Renault Automotive – Parts Division 08/2011 – 12/2012 Senior IT Helpdesk Support Tehran, Iran

• Performed tier-one helpdesk support and resolved service interruptions for desktop hardware, peripherals, VNC Server, and software applications,

• Installed software and configured computers, Mac, printers, voice and data systems,

• Assisted users in setting up workstations, printers, conference room phones and bridges Adyco Manufacturing, Computers and Software 01/2010 – 08/2011 Customer Service Representative Tehran, Iran

• Responsible for providing technical support services to customers via phone, email, and instant messaging.

• Diagnosed and resolved customer IT related inquiries and problems.

• Provided technical expertise in systems administration of workstations and servers. Processed daily run sheets and assisted with operations and planned maintenance.

• Participated in IT systems installations and maintenance and ensured that the equipment is setup properly and is fully functional.

Azad University 01/2006 – 01/2010

IT Team of Department Tehran, Iran

• Deployed computer images for laptops and desktops,

• Participated in IT systems installations and maintenance and ensured that the equipment is setup properly and is fully functional.

• Provided technical expertise in systems administration of workstations and servers. Processed daily run sheets and assisted with operations and planned maintenance.

• Assisted with uploading system patches and application releases. Additional Duties:

• Monitored IT support services such as Micro Soft operating systems and applications

• Participated in developing Standard Operating Procedures (SOP) for software and support services

• Provided system administration support for assigned systems

• Assisted customers in resolving the hardware and software problems

• Participated in site surveys and ensured software installation practices and operating environments are in full compliance with desktop and network security standards

• Provided hands-on training to over 60 clients per month on computer programs and software applications EDUCATION

B.S. in Software Engineering 2005 - 2011

Azad University Tehran, Iran

CERTIFICATIONS AND COMPETENCIES

• Microsoft Certified IT Professional

• Microsoft Windows Server 2008

• Computer Hardware Engineering

• Network +

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