Customer Service Engineer

HAYDER AL SHAMMARI

Help Desk Specialist

*** ******** ***

Clarkston, GA 30021

Telephone: 404-***-****

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

PROFESSIONAL SUMMARY

Highly talented and hardworking Help Desk Specialist with over nine years’ experience providing installation and configuration for end users deployment and back-end platform in networking systems and infrastructure support.

Summary of Qualifications:

Solid technical experience equivalent to MCSA, CCNA and A+ certifications

ITIL foundation.

Strong team-building and management skills to work with stakeholders at all levels.

Strong problem-solving and analytical skills to support network and infrastructure services.

Able to provide high-levels of design and installation of networks.

Highly skilled in installation, configuration, maintenance, troubleshooting and optimization of servers, desktops, laptops, printers, scanners and Smartphones.

Highly skilled in customer service

TECHNICAL SKILLS

Windows Server and active directory (2003, 2008, And 2012)

Windows Server infrastructure and application (2003, 2008, And 2012)

End user deployment and management (XP, Vista, 7, 8.1,10, OSX 10.7 and Yosemite)

Network Infrastructure wired and wireless (TCP/IP, DHCP, DNS, NAT, VPN, and VLAN)

Hardware (infrastructure and maintenance) servers, desktops, laptops, and smartphone

VMware

VOIP

Remote access support Systems Analysis Data backup and recovery

ticketing systems Anti viruses Office suite Norton ghost

EDUCATION

2009 - Bachelor of Science in Computer Engineering Technology, Al-Mamon University College, Iraq.

EMPLOYMENT HISTORY

10/2014 – Current: Store manager/PC Technician, Compu-Shack.net, Morrow, GA.

Currently serving as Store Manager, responsible for resolving issues that affect customers’ servers or devices.

Serve as initial point of contact for customers’ software and hardware issues.

Troubleshoot and implement fixes to customers’ servers and devices.

Install and configure hardware and software on customers’ servers, laptops, desktops, and smartphones.

Perform testing on newly installed hardware and software applications to ensure successful installation.

Assist customers with updates and replacement of devices and servers.

2013-2014 - Part-Time NOC Support Engineer, Alsard Fiber Optics ISP, Sulaymaniyah, Iraq.

Perform troubleshooting and maintenance on all networking devices and infrastructure (wired or wireless) across enterprise infrastructure including switches, routers, and firewalls.

2011-2014 - System Administrator & Studio Engineer, Alfayhaa TV, Sulaymaniyah, Iraq.

Perform diagnostic services on all devices across enterprise infrastructure including servers, PCs, printers, switches, routers, and firewalls.

Maintained and supported all devices including servers, PCs, printers, switches, routers, and firewalls.

Supervised 10 employees assigned to work in the master control room (vision mixer, audio mixer, CCU, auto Q, studios camera man, avid play out, avid Deko and production staff).

2011-2011 - NOC support engineer, Broad Band ISP, Baghdad, Iraq.

Performed diagnostics services on networking devices and infrastructure (wired or wireless) across the enterprise including switches, routers, and firewalls.

Responsible for maintaining all devices across enterprise infrastructure including servers, PCs, printers, switches, routers, and firewalls.

2007-2011: Help Desk Analyst, Beladi TV, Baghdad, Iraq.

Perform diagnostic services on all devices across enterprise infrastructure including servers, PCs, printers, switches, routers, and firewalls.

Maintained and supported all devices including servers, PCs, printers, switches, routers, and firewalls.

REFERENCES

Will furnish upon request

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