Rashwan Jarjease

*** * ********** ***, ***: N***

Anaheim, CA 92802

Cell # 714 – 331 - 6234

E-mail: acxltm@r.postjobfree.com

Personal Statement:

As a person I am highly motivated and able to work under stress. I have worked at Warwick university as ICT deskside support and IT technician. I have been told by colleagues in previous jobs that I am a good team player, a quick learner, friendly and helpful.

I have experience of assisting customers in a number of different ways at Warwick University. Having worked on IT support desks, I have gained significant experience in interacting with customers both face to face and via email/telephone calls; this also included having an awareness of performance measurement as the support desk had key measures in terms of response times and customer satisfaction by which we had to perform. I am very aware of the importance of good customer care and making customers feel that their issue is important to me. I have on occasions had to deal with unhappy customers and believe I dealt with these well as the customers went away happy. Individual customer surveys undertaken by my employers at the time confirmed that these customers had been left feeling happy once their issue had been resolved. I have continued using and developing these customer service skills that I gained, as I built my PC repair business.

Employment - Present:

July 2016 – Present,, Pro-Network Cabling, IT Support and Technician, Orange CA.

Installing and configuring computer systems.

Diagnosing and solving hardware/software faults.

Logging customer/employee queries.

Remote support.

An in depth understanding of the software and equipment the customers/employees are using.

Good interpersonal and customer care skills.

Employment History:

Nov 2015 – Nov 2016, High School, Tutor, Anaheim, CA.

Taught (All Levels) Algebra 1, 2, Geometry 1, 2, Business Math, Consumer Math, Biology, History, English.

Explained complex concepts using easy-to-understand terms.

Worked with students aged 14 to 21.

Work effectively with students with diverse learning needs and cultural backgrounds.

Communicated with parents and teachers to update them on student progress.

October 2015 – October 2015, Pro-Network Cabling, Server migration, Stanton, CA.

Archived outlook emails.

Mapped the computers to the new domain.

Upgraded the office to 2013.

Moved the data and documents to the mapped drives.

Added the printers to the new domain and restored the permission to the existing users.

Helped the users with the new installed office.

August 2014 – August 2015, Warwick University, Deskside Support and IT Technician, Coventry, England

Installation of standard PC configurations (modified configurations, disk-crashes, viruses, etc) for Win7 and Apple OS.

Periodic upgrades of new software releases (including possible document conversions).

On-demand installation of additional software.

Manage Major Incidents following a dedicated sub-process.

dealing and resolving difficult customer issues via telephone / remote access.

Provided technical assistance in migration of client computer systems from Windows XP to Windows 7 platform.

Following procedures set by client to save data, image and restore settings to new or existing computer systems.

Act as hands and feet for project team to assess and resolve any issues to complete migrations.

Document and certify completion of migrations to project team.

2009 – August 2014, Part time. Header SAT, ICT Technician, Birmingham, England.

Computer maintenance.

Database entry.

Installing software.

Hardware and most computer jobs.

March 2014 – April 2014, Clarendon suites, IT team leader, Birmingham, England.

Advise clients objectively on where IT might make a difference to the business.

Planning the stages of the project and how each affects the business.

Co-ordinating the project team.

Adjusting the plans where needed.

Making sure there is a smooth change over from the old system to the new one.

Keeping management and clients updated on progress.

Evaluation of each project stage and once completed.

Ability to work to tight deadlines and within constraints.

Confidence in decision-making.

November 2012 – 15th of March 2013, Warwick University, Economics Department, Desktop Support and IT Technician, Coventry, England.

Computer maintenance.

Excellent knowledge in Win7, XP and MAC OS.

IT auditing.

Database entry.

Installing software.

on-site desktop support.

Email configuration.

Operating system technical support.

Hardware, printers, TCP/IP, firewall, wireless, security and most computer jobs.

Excellent knowledge SCCM, Symantec Ghost Solution Suite.

05/02/2011-08/03/2011 Coventry City Council, England.

ICT Auditor.

2008-2009 Bournville College, IT Technician and desktop support, Birmingham, England.

Assisting the staff and solving problems with computers.

Configuring computers.

Active directory, creating user accounts, changing permissions.

Installing applications.

Installing hardware, Printers and network wired/wireless.

2005 -2008 Cartridge World, Laser Cartridge Technician, Birmingham, England.

Repaired and remanufactured laser cartridges.

Installed laser and ink cartridges in offices for small and large businesses.

2007 - 2008 Meal2go, EPOS PC Installer, Birmingham, England.

Installing PC systems, all in one computer systems, printers and cash drawers.

Training colleagues to use the software system.

Travelling around England.

Education:

2016 A+ Certificate.

2012 Edexcel BTEC Level 4 Award: In Preparing to teach in the lifelong learning sector.

Bournville College Of Further Education, Birmingham, England.

2011 Unique IT Training Limited, England.

Unique Technicians Course (UCPP).

2009 Cisco Certified Network Associate (CCNA).

2008-2009 Cisco Certified Network Associate (CCNA4): Design and Supporting Computer Network.

2008-2009 Cisco Certified Network Associate (CCNA3): Introducing Routing and Switches in the

Enterprise.

2008 Cisco Certified Network Associate (CCNA2): Working at a small to medium business or ISP.

2007-2008 Cisco Certified Network Associate (CCNA1): Network for home and small Businesses.

1998-2000

5 Baccalaureates (A-Levels) Grade A-C including English, Mathematics and

Science.

Training:

2011 Attended Unique’s 5 day Unique Technicians Training Program gaining practical experience of installation, repair and maintenance on a range of software and hardware products. Demonstrating the ability to understand:

Fundamental Concepts

PC Operating Systems, PC Hardware, BIOS/CMOS configuration.

Operating Systems

Windows XP Professional, Installation & Configuration, Troubleshooting.

Windows 7 WDS Installation.

Networks

Basic Networking Principles, Simple TCP/IP Networking. Setting up and using a Peer to Peer network. Sharing and using shared resources.

PC Hardware

Recognition of PC connections and of common PC components. Understanding and use of Digital Test Meter and principles of anti-static measures. Dismantling Laptop Field Replacement Devices. Device Installation and Simple Troubleshooting.

Printer Technology

Connections to local printer and sharing printers. Using shared printers.

Customer Care

Emphasis on Customer Care with both Practical and Theoretical Sessions.

Qualifications

Unique Courier Plus Programme (UCPP).

Interests:

Home Computing, playing basketball, swimming, cycling, charity work.

References Available Upon Request

Contact this candidate