Rifat H. Abuelenin

347-***-****

ad0pnl@r.postjobfree.com

Summary:

Desktop-support Engineer professional with 5+ years of experience in managing IT systems, running maintenance sessions, preventing breakdowns, overseeing computer networks’ security, creating database backups, diagnosing technical issues, finding solutions to technical problems, and eliminating inefficiencies. Adept at installing and configuring computer systems, handling hardware upgrades and software updates, as well as testing new technologies while delivering comprehensive user support via phone, in-person appointments, and/or remote access. Demonstrated excellent leadership, analytical, problem-solving, and collaboration talents to drive projects and teams to peak results.

Education/Certifications:

Master of Science in Software Engineering, Staten Island College, August 2022

Bachelor of Science in Software Engineering, Applied Science University, January 2017

Cloud Soft Certification

Certificate of Completion in Oracle Fusion Middleware: Build application with Adf1 and Java programming, Oracle database: program with PL/SQL, and Oracle database: introduction to SQL

Technical Skills:

Microsoft Windows, VPN, TCP/IP, Ethernet, DNS, DHCP, Active Directory and Exchange, MS Office, Refinitv, LSEG, Service Now, Adobe Acrobat, Mac OS, Java, SQL

Professional Experience:

AIS Tech NY,NY

Desktop Support Engineer & Service desk Aug 2023 to oct 2023

Set up Windows and Apple laptops/desktops by managing installations, configurations, upgrades, additions, software updates, and changes to meet technological requirements

Working on sdsk for escalation tickets

Experience in Setup docking stations for end users

Experience in Mac and mackbook (B-Unit,Keyboard starboard &light,5,imaging and reimage)

Experience in setup new pcs for end users G6,G5 PCS

Experience Truoble shoot printer issues (follow up printer mapping )

Experience in setup new headphones and replace it with new one (keyboard, mouse,monitors )

Experience in active directory (Azure, intune )

Imaging pc for the client using (Network pxe boot)

Experience in windows 7and 10

Experience in Windows Support ensures that users of Microsoft's Windows operating systems receive necessary updates and assistance.

Experience in Software Updates,

experience in audio /video troubleshooting setting up the conference room checking the cables and replacing cables

video account support, Customer support, Excel,

Experience in the media industry

Axiom TECH Tech NY,NY

IT SUPPORT,On call position Apr 2023 to Aug 2023

Set up Windows and Apple laptops/desktops by managing installations, configurations, upgrades, additions, software updates, and changes to meet technological requirements

Identify and troubleshoot post deployment issues on multiple computer platforms, including Windows, Macintosh, and mobile devices in timely manner to avoid and minimize downtime

Ensure data backup and coordinate data recovery by using One-drive to maintain comprehensive records

Iron System Tech NY,NY

Desktop Support Engineer Sep 2022 to March 2023

Set up Windows and Apple laptops/desktops by managing installations, configurations, upgrades, additions, software updates, and changes to meet technological requirements

Identify and troubleshoot post deployment issues on multiple computer platforms, including Windows, Macintosh, and mobile devices in timely manner to avoid and minimize downtime

Ensure data backup and coordinate data recovery by using One-drive to maintain comprehensive records

Provide technical support for audio and video equipment along with conducting health checks to prevent faults and breakdowns

Establish, update, and manage paper and electronic filing systems to ensure swift access and retrieval of required data and information

Handle and facilitate migration from device to device to optimize functionality and performance

Support and guide XX new hires along with delivering assistance in on-boarding users through timely installation and configurations of systems

Maintain seamless communication and information flow to maximize coordination and collaboration

Oversee detailed records of all communications, problems, and remedial actions, as well as follow-up steps to ensure full resolution in swift manner

Experience Troubleshoot hardware and software issues courteously and expeditiously

Answer and appropriately handle incoming customer support request via phone,email, and in- person request

Experience in using Ticketing System (Service Now ) Setting up some mobile Devices

Experience in Setting up some mobile Devices,(365,Teams)

Configure new iPhone devices for the client (New Hires )

Rest password/PIN /Unlock the account /Active Directory

Troubleshooting the Microsoft Authenticator .(one time password code )

Ability to handle mutable calls/tasks

Strong Knowledge of computer hardware (laptops,desktops, mobile devices )

Strong understanding of Microsoft windows 10 and 0365

Knowledge of network printer installation, setup and troubleshooting

Trade Floor support experience(providing technical support for end-users within an organization, typically related to desktops, laptops, mobile devices, and software applications,Vendor management,Documentation,Bloomberg Terminal:)

Experience in Microsoft Azure

Experience in power apps and SharePoint

Experience in power automate (helping the developer by building the applications )

Experience in power platform

Experience in SharePoint,Automated Deployment, Power Shell,SQL

Experience in SCCM (Imaging,reaimage)

PC Data backup and restoration

Extensya Amman, Jordan

Helpdesk / Desktop Support Technician March 2019 to August 2022

Responded to user help requests pertaining to computer, email, phone, software, or hardware issues and concerns by in-person as well as via phone calls and/or emails

Prepared systems/equipment for employee use, ensuring proper and seamless installation of devices, operating systems, and software packages

Built and maintained a reputation as a “go-to” person for all technical and IT system concerns by utilizing expertise

in IT system analysis and administration

Equipped XX users with the training and knowledge to utilize technological programs and tools to the maximum potential

Knowledge of network printer installation, setup and troubleshooting

Experience in Setting up some mobile Devices,(365,Teams)

Ability to handle mutable calls/tasks

Strong understanding of Microsoft windows 10 and 0365

Provide support for Adobe PDF workflows, Mainframe Clients, AS400

Perform desktop imaging, setups, and deployments.

Provide conference room meeting projector setup and support including camera, conference phone and virtual meeting technologies.

Provide hardware or software training and instruction to staff.

Implement security best practices and comply with data confidentiality and security requirements.

Experience in IT Field Tech

Provide technical services to clients in offices and buildings.

experience in programming and experience with problem diagnosis and resolution (As a seasoned programmer proficient in languages like Python, Java, and C++, I have a rich understanding of various frameworks and databases. My strength lies in problem diagnosis and swift resolution, backed by strong debugging skills. I'm adept at identifying and rectifying code issues, optimizing performance, and ensuring robustness through thorough documentation. My continuous learning ethos keeps me abreast of technological advancements)

Fordeal Amman, Jordan

Customer service support: Jan 2017 -Feb 2018

Responding to Customer Inquiries: Address customer inquiries, concerns, and issues through various channels such as phone, email, chat, or social media. Provide timely and helpful responses.

Order Assistance: Assist customers with the ordering process, including helping them place orders, track shipments, and make changes to their orders if necessary.

Product Information: Provide detailed information about products, including specifications, pricing, availability, and any promotions or discounts.

Returns and Exchanges: Guide customers through the return and exchange process, ensuring they understand the company's policies and assisting with returns or replacements.

Problem Resolution: Investigate and resolve customer complaints or issues promptly and professionally. This may involve liaising with other departments such as logistics or quality control to resolve issues.

Billing and Payment Support: Assist customers with billing questions, payment issues, and refunds. Help troubleshoot payment-related problems.

Technical Support: Provide basic technical assistance to customers who encounter issues with the website or mobile app, including navigation, login, and payment problems.

Maintaining Records: Keep detailed records of customer interactions, including contact details, inquiries, complaints, and resolutions. Use a CRM system to track customer interactions.

Feedback Collection: Encourage customers to provide feedback and reviews on their shopping experiences. Pass on relevant feedback to the appropriate departments to improve services.

Compliance with Policies: Ensure that all interactions with customers adhere to the company's policies and procedures, including privacy and security guidelines.

Additional Experience

Fordeal Customer Representative, Faceup Sales Representative

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