Customer Service Technical Support
Resume:
Hamid Zakaria
*******@*****.***
919-***-**** (home)
Cary, NC 27519
919-***-**** (Mobil)
SKILLS
Customer Support
POS-Retail Software Support
People Management
Desktop and Network Support
Software Conversion / Deployment
Continuous Improvement
System Administration
Blackberry/IPhone Support
Good verbal and written communications
PROFESSIONAL EXPERIENCE
SUMMARY
Over ten years of technical support – various technologies with hands on support for hardware, software, networking, security passwords, and cell phones.
Fourteen years of customer support including managing vendors and maintaining good relationships with both internal and external customers.
Solid experience reimaging laptops and desktops.
HPE, RTP, NC June 2014 - Present
Retail Software Solutions deployment team
●Responsible for installation and integration of point-of-sale retail software to all active postal locations (project consist of over 40,000 terminals). This includes being the first response for server inconsistences, trouble shooting, primary contact for day 1 bridge calls for each night’s conversion statistics, corrections that may be needed for the terminals local admin, and immediate resolution of ay units stuck in the conversion process.
●Perform analysis, planning, and implementation of image and payload fixes, creating a channel of escalation from tier 2 through tier 4 by overseeing all major issues
●Utilizing tools such as Microsoft's Active Directory, Windows POS_Ready operating system and security patch management for troubleshooting, identifying, analyzing, and solving problems at customer sites for POS hardware, software, and telecommunication related issues. Monitor and report on the progress of terminal conversions.
IBM, RTP, NC February 2010 – June 2014
Desktop Support Level 2
●Assist Amtrak technology users with technical issues including Windows Active Directory, Mainframe, and account passwords. Document the tickets into our help desk system and provide remote support by utilizing a knowledge database to research client problems and assist with first call resolutions and using Maximo ISM to route incident tickets to appropriate groups.
●Assist other IBM technical groups through calls and email. Set up Outlook Exchange Profiles. Blackberry / Handheld Devices support. Provide daily Remote Technical Support for Network, Connectivity, Telecommunications, Peripheral Equipment and System Maintenance. Follow standard operating procedures.
Computer Repair Freelancer February 2008 – February 2010
Provided on-site computer repair services to private customers.
Consulted with customers regarding technological needs as well as technical problems.
Diagnosed software issues, installed updates or new software, and removed malicious programs.
Disassembled systems on-site to diagnose issues and make selected repairs.
United States Postal Services, Morgan Hill, CA October 2006 – February 2008
Customer Service
●Sort, distribute, and deliver Express Mail for assigned route to residential, business, parcel post and rural routes by small truck and on foot.
●Sell stamps, money orders, and figure postal rates for boxes and large envelopes from within the office.
●Collect postage-due fees and obtain signed receipts for registered, certified, and insured mail.
Pitney Bowes Management Services, Palo Alto, CA January 2006 – October 2006
Customer Service Representative
●Manage administrative responsibilities for records management, electronic documents, mail and distribution center, copy center, delivering faxes, ordering and stocking supplies.
●Lead and execute special projects with a good track record of satisfied customers.
●Provide guidance and direction to team; ensuring that deadlines are met; workload assignments are prioritized; staff deployed as required.
●Ensure highest levels of customer care and adherence to business procedure guidelines and safety procedures.
Subway, Chalfont, Pennsylvania March 2001 – December 2005
Owner/Manager
●Purchased a Subway franchise, managed the initial start-up and on-going store operations for this successful restaurant.
●Set up computer and cash register, provided on-going support for computer applications.
●Responsible for all HR responsibilities including hiring, training, supervising, performance reports, salaries, etc.
●Continually monitored store reporting in order to: improve sales, inventory control, and vendor efficiency.
Merrill Lynch – San Francisco, California May 1997 – January 2001
Technology Supervisor
●Provided hands-on support in resolving technical issues, performing installations/upgrades, maintaining network printers, and setting up audio/visual equipment.
●Continuously monitored networks and resolved technical issues for critical broadcast satellite system that continuously provided stock quote information utilized by stockbrokers.
●Establishing weekly performance metrics measuring: call and incident reports, application down time, and change request progress in order to comply with our established Service Level Agreement.
●Managed all vendor contracts and maintenance agreements in addition to making recommendations/decisions on purchases for desktops, laptops, digital camera’s, pagers, and wireless communications.
Pitney Bowes Management Services, San Francisco, CA February 1996 – May 1997
Multi-Service Rep
●Rotating between different law firms, managed administrative functions in very fast-paced working environments.
●Performed various administrative duties such as mail distribution, sorting/filing documents, faxing/copying, managing/ordering supplies, and provided excellent customer service.
●Provided technical support for computers, printers, and fax machines.
EBSCO Doc, Burlingame, CA June 1995 – February 1996
Library Assistant
●Classified, researched, and fulfilled customer requests for this research and document delivery organization.
●Responsible for customer service, database management, on-line research, e-mail, document distribution and quality control.
The Forecast, Inc., San Francisco, CA August 1993 – June 1995
Assistant Manager
●Provided customer service and sales support for this extremely busy Fisherman's Wharf store.
●Performed inventory control activities such as: inventory counts, reconciliations, receiving inventory, inputting item numbers to stock, and prepared stock for floor ready.
Cairo University, Cairo, Egypt June 1991 – July 1993
Librarian
●Performed library duties such as indexing and classification of books, journals, articles, and photo’s.
●Provided excellent service in records management, updating multiple database systems, abstractions, and provided technical information to Journalists under tight deadlines.
EDUCATION
Bachelor of Arts – Library Science August 1989
Cairo University – Cairo, Egypt
Certified Networks/Telecommunications December 2000
San Francisco City College
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