Reda Fradi

**** ****** *** *****: 313-***-****

Dearborn, MI 48126 Email: acz4km@r.postjobfree.com

Skilled professional with 15+ years of experience as a Technical Support Specialist. Consistently praised for communicating effectively with both technical and nontechnical users. Known for excellent troubleshooting and problem solving skills and patience in dealing with frustrated users. Possess excellent teaching and mentoring skills. Ability to work independently and within a team environment. Flexible, open minded, Self-motivated, and excellent team player. Multilingual candidate, Fluent in English, Arabic, Persian. Received "outstanding" ratings on performance reviews each year, with top marks in motivation and use of new and creative ideas, teamwork, customer service, communication skills and ability to work quickly and accurately.

Education

Cisco Network – CCNA, Computer Networking Academy 2009

Master of Science - Computer Information Systems, University of Detroit Mercy 2008

Bachelor of Science – Computer Information Systems, University of Detroit Mercy 2006

Associates of Science – Computer Information Systems, Henry Ford Community College 2004

Areas of Expertise

Server Hardware/Software Administrator

MS Windows Server 2012, 2008, 2003, 2000

Systems Integration

Network Engineering

Migrations/ Upgrades

Active Directory

Data Analysis

Troubleshooting / Documentation

PowerShell (Version 1.0 – 5.0)

Professional Experience

Wayne County Community College, Detroit, MI April 2007- Present

Computer Information Systems Instructor/ Professor

IT Professor charged with instructing students in information technology courses.

Defined technical requirements and document plans for in seat and online courses including the scheduling of project deliverables, budgets and timelines.

Provided technical support services and training for students with different levels of technical background.

Coached on various commercial software packages such as spreadsheet programs, word processing programs, Oracle Database and desktop publishing software. Instructed SQL Database, Oracle 10g, Oracle 11g

Explained PC software and hardware troubleshooting tips. Guided students on the setup of a home or small business network through physical and virtual labs. Image and deploy Microsoft Windows through WSUS, and Symantec Software Suites.

Instructed students in printer maintenance and repair. Expound Microsoft Office 2007 such as Word, Access, Excel and PowerPoint.

Hamadeh Educational Services, Dearborn Heights, MI Aug 2011 – Present

Technical Support Specialist

Technical Support Specialist charged with identifying, building, and implementing IT initiatives.

Firmware installation of peripherals. Actively provided desktop configuration and phone support for software and hardware. Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues. Carried out full installation of all technological equipment.

Coordinated with hardware and software vendors and other service providers. Maintained data backups, performing substantial data cleanup and restructuring.

Database Administration of servers that effectively managed data activities.

Assisted teachers and students in the use of supplemental technology resources such as Smartphones, Netbooks, Digital E-Readers, Touch Screen Tablets, and Educational software.

Hamadeh Educational Services, Dearborn Heights, MI (Continued) Aug 2011 – Present

Technical Support Specialist

Remarkably improved efficiency in all facets of Tech Support, including decreasing time of inbound calls, time spent per client, and internal documentation. Deployed desktops, laptops, and printers per specified requirements.

Initiated complete system scans for viruses, defragmentation, spy-ware, worms and other security threats.

Monitor network & server status at all locations. Make sure all services are running properly.

Reduced the time required to respond to staff requests and improve client satisfaction by providing staff with the skills, knowledge authority needed to resolve enquiries and complaints. Troubleshooting workstation & laptop hardware/software issues. Provide in-service training and mentoring for new hires on internal systems and procedures.

Working with other technology applications such as SMART Boards, digital cameras, E-readers, video cameras.

Assess and resolve client’s issues via phone, e-mail, and on-site consultations. Report any outstanding issues to supervisor.

New Century Computer LLC, Dearborn, MI April 2001- December 2007

IT Contractor

IT Contractor that provided optimal solutions for local businesses, organizations, and community members.

Provided technical assistance to stakeholders through handling and conducting the following: field service and installation start-up, system optimization, maintenance and warranty implementation, troubleshooting of hardware and software problems, trainings, onsite analysis and testing as well as hardware configuration and project coordination.

Provided Information Technology support and solutions for small to medium sized companies, enabling them to transition to the next level of business. Installed and setup small business networks with servers, computers, laptops, and printers.

Provided remote and direct face-to-face customer support and installations of any windows applications.

Revitalized Desktop and laptop computers. Diagnosed and resolved a range of software, hardware and connectivity issues. Proven success working in high-volume, technical center. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

Skills

Quick Learner. Team Player, Troubleshooting and problem solving, Motivated, Adequate knowledge in MS Office Suite – Including MS Project, Office 365. Adequate knowledge in Network Security Toolkit. Extensive hardware support for Servers, Laptops, Desktops, IP Phones, Tablets, Ipads.

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