Technical Support Manager
Resume:
Emad Faltas
**********@*******.***
Objective: To obtain an IT position that will utilize skills and knowledge while providing an opportunity for professional growth and advancement.
Education: DeVry University, North Brunswick, New Jersey
Associate in Applied Science Degree in Computer Information Systems
Alexandria College of Commerce, Alexandria, Egypt
Bachelor of Science Degree in Accounting
Technical Skills:
Ghost 8.0 Corporate Edition
ASP.net
Photoshop
Microsoft (AD) - Active Directory
TCP/IP networking / Ethernet / Wireless
Window/ XP – 7,8 and 10
Windows PowerShell
Advanced MS Office 07, 10, 13 & 16
Linux / Unix
(VB) Visual Basic
C++ (Turbo C & MS Visual C++ 0)
Java
Oracle (SQL PLUS, DML, DDL)
JDE accounting system -Me
MAC
DBMS-Database Management System
Fluent in Arabic
Remedy Ticketing system
Alchemy Database
Microsoft System Center Configuration Manager (SCCM )
Experience
Meky Accounting Firm. South River NJ 2/2008-Present
IT support
Assist and provide technical support to field issues generated by company clients via web, phone, email, chat, forums and on site (when needed)
Support customers on Windows XP, 7, 8 and 10, as well as mobile OS (iOS, Android, Windows phone etc)
Collect customer experience, log files, screen shots and any other relevant information to support complete case resolution
Open, track, maintain and close issues in the Remedy system
Assembly/Disassembly of hardware, replacing components as needed
Provide call center support for a LAN, WAN, VPN and Citrix connections
Resolve or re-assign helpdesk requests through Remedy System
Microsoft Active Directory design, implementation, and administration
Create SQL Custom reports for various accounting requirements
Talking staff/clients through a series of actions, either face to face or over the telephone
Providing support, including procedural documentation
Setting up new users’ accounts and profiles and dealing with password issues
Provides technical support for PC hardware, laptops, software, network configurations and peripherals as needed
Trouble Shoot Printers, Hardware and software
Elementis Worldwide Inc. East Windsor NJ (Part Time 3 Days) 2010-2012
JDE help desk support
Provide call center support for JDE
Use Microsoft System Center Configuration Manager (SCCM ), remote support
Create, maintain and track new items
Calculate coast, budget, and configure routing of new and existing items
setting up new users’ accounts and profiles and dealing with password issues
Pfizer Inc. Parsippany, NJ 2/2004-1/2008
Level 2 IT help desk support
Provide call center support for a LAN and WAN network
talking staff/clients through a series of actions, either face to face or over the telephone
providing support, including procedural documentation
Experience with tracking system (Remedy System)
setting up new users’ accounts and profiles and dealing with password issues
Provides technical support for PC hardware, laptops, software, network configurations and peripherals as needed
Provides technical support for mobile devices like blackberry and smart phones
Consolidated Container Company, Elizabeth, New Jersey 11/1999 – 2/2004
System analysis and network Administrator
Provide call center support for a LAN and WAN network
Perform telephone problem isolation and resolution
Using Symantec Ghost 8.0 Corporate Edition to provide operating system deployment, configuration, computer migration and software deployment across hardware platforms and operating system types
Provide end-user training and advance computer support.
Install, test, troubleshoot, repair, maintain, and upgrade desktop computers and laptops
Perform hardware and software diagnostics, fault isolation and coordinates repairs and/or replacement of faulty equipment
Desktop support includes such things as the installation of computer hard disk drives, CD-R and CD-RW drives, memory, SCSI controllers, video cards, NIC cards, internal/external modems, and power supplies
Troubleshoot and repair networked and PC printers, scanners, and fax equipments. Additionally, provide assistance to desktop rollout team with the installation and set up of workstations and peripherals.
Software installation and imaging, and final configuration, and testing
Microsoft Active Directory, Windows Administrator : Creates, modifies, manages and deletes Windows user accounts, email accounts, distribution list and public folders, user shares and group shares
Create and administers file permissions and network printer shares. Exchange Administration
Troubleshoots and repairs messaging problems and performs preventative maintenance on the messaging server. Microsoft System Management Server (SMS) administrator
Maintains the SMS software and hardware inventory database
Identifies systems hardware and software malfunctions and takes appropriate corrective action as necessary to troubleshoot/resolve operating problems referring to established procedures
Training on creation of web pages using ASP.net VB
Verifying security clearances, verifying proper Need-to-Know, re-setting passwords
Consolidated Container Company, Cranbury, New Jersey 9/1995 – 11/1999
Production and inventory Control Manager
Motivate safety behaviors, (safe production). And implement corporate safety initiatives, (Implemented Picture talks safety training programs)
Improve ORI (OSHA RECORDABLE INCIDENTS) by 40 % in 1998. and encourage all safety behaviors (gift certificates, free lunch
Implement processes to ensure safety activities are accurate, effective and completed timely.
Always ahead of schedule in all matrixes, reports, projects and trainings, first to implement Yellow and Green cards safety program within the company
Helped to increase the profitability of the plant by $52000.00 / month by taking over a corrugated account from our main customer, which allowed us to get better rate from our main supplier, reduce finish goods cost to that customer and made $52000 profit)
Communicate with all departments on daily basis to ensure smooth operation
Encouraged supervisors to collect ideas and suggestions from the floor (Thinking out of the box)
Decreasing scrap rate 2%, machines cycle time (2sec. Each), and direct lab. Per LB. Consumed (From 16C/LB to 12.17 / LB)
Improve sales by 58% in 1999 by helping our main customers to reduce work force, sharing same trucking companies and better advertising
Control all raw materials at plant
Warehouse organization, shipping and receiving arrangements
Schedule machines, schedule trucking companies and shipping
Starting Me basics and reports
Design and maintain MS Access Data Base with VB code for the Q.C. department
Reprogram Alchemy Database using VB Code to improve the Quality and the speed
Design 7 kind of VB Matrix to customize the company’s Production Report
Train 6 Quality inspectors on new procedures and philosophy
Help to improve and maintain quality programs for existing departments
Write SQL*PLUS and PLSQL Scripts and create reports using SQL*PLUS
Maintain input and output of data analyze charts and data structure.
Create tables and maintain data integrity
Normalize data and create diagrams
Define responsibilities of quality inspectors
Mira International Food Inc., Milltown, New Jersey 9/1991 – 8/1995
Production Assistant Manager
Increased the profitability of the plant by cutting spending and increasing preventative maintenance program
Improved material losses by streamlining scheduling and reducing unnecessary job change
Cut labor costs 5% by reduced downtime through better scheduling
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