Support Technician Customer Service

MH Mohamed Hindieh

Nashville, TN ***** 615-***-****

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

LINKS

PROFESSIONAL

SUMMARY

Friendly Help Desk Technician with over 10 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Installation and Support Technician well-versed in troubleshooting equipment and network problems. Analytical thinker accustomed to quickly and accurately diagnosing and repairing technical issues. Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics. SKILLS Support Documentation

Generation

TCP/IP

Customer service expert

Software diagnosis

Application support

Technical issues analysis

Data recovery

Desktop support

Detail-oriented

Identifying, using, and

connecting hardware

components and devices

Install and support Windows

OS including command line &

client support

Troubleshoot PC and mobile

device issues including

application security

supportExplain types of

networks and connections

Explain types of networks

and connections including

TCP/IP, WIFI and SOHO

Follow best practices for

safety, environmental

impacts, and communication

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and professionalism

WORK

HISTORY

SUPPORT TECHNICIAN 01/2019 to CURRENT

Rasras-Nofal Food Services Nashville, TN

Configured hardware, devices and software to set up work stations for employees.

Monitored systems in operation and input commands to troubleshoot areas such as POS system and Tablet support. Installed, modified and repaired software and hardware to resolve technical issues.

Managed customers' expectations of support and technology functionality in order to provide positive user experience. Activated accounts for clients interested in new services. Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.

Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed. POS system tech.

Completed inventory counts and organized supplies. Documented all transactions and support interactions in system for future reference and addition to knowledge base. DESKTOP SUPPORT 12/2014 to 01/2018

Computer Revolutions Nashville, TN

Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.

Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.

Troubleshot potential problems and eliminated before issues escalated or cascaded.

Explained technical information in clear terms to non-technical individuals to promote better understanding.

Configured hardware, devices and software to set up work stations for employees.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution. Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Removed malware, ransomware and other threats from laptops and desktop systems.

Patched software and installed new versions to eliminate security problems and protect data.

Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed. Collaborated with vendors to locate replacement components and resolve advanced problems.

EDUCATION High School Diploma 05/2002

Hillwood High School, Nashville, TN

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