S

Samy Saleem

682-***-****

ad0spl@r.postjobfree.com

Kansas City MO

SUMMARY

Mid-level Network Operations Technician with 4+ year of experience in mid to large scale IT support and analytics. Considered a strong and able NOC technician and the “go-to” guy from other technicians for knowledge of the system. Quick learner, problem-solver, and capable of maintaining and updating documentation for training for junior level technicians.

SKILLS

Accounting skills

Software installation

Desktop support

Telecom Circuit Database

Team leadership

Network security

Network Transport Mediums

Data backup

TCP/IP networking protocols

Technical Troubleshooting

Multitasking and Prioritization

Teamwork and Collaboration

Microsoft Windows and Office

Service Now ticketing system

EXPERIENCE

Operation Technician II

Kansas City, MO

UMB Bank/ Nov 2022 to Current

Monitoring, processing, and remediating assigned production support activities.

Providing guidance to less experienced teammates on processes and technical issues and tasks.

Providing input and recommendations regarding business continuity issues and improvements to operations of systems and supported processes.

Monitoring assigned systems/processing during work shift and ensuring the completion and quality based on the Service Level Agreement and department guidelines.

Initiating Call Records and Incidents to ensure accurate description of any event affecting operation efficiency of the production environment.

Assisted colleagues with various types of technical issues via email, live chat and telephone.

Technical Support representative

Kansas City, MO

Full Potential Solutions/ Aug 2019 to Oct 2022

Responsible for the day-to-day administration and support of the company's laptop and desktop personal computers and peripherals

Monitor trouble tickets and prioritize problems based on business impact

Fulfillment of hardware, new hire and move requests

Provide support for VMware and other desktop applications

Maintain physical inventory of hardware and software

Follow and maintain corporate and department standards and polices

Assist in supporting and troubleshooting business applications and software used by desktop clients and call centers within supported customer's scope

Proficiency and provide support/maintenance for all computer and mobile devices currently utilized by executives

This is considered premium support that is designed to significantly reduce the interface time with IT personnel and processes.

Assisted customers with various types of technical issues via email, live chat and telephone.

Supported customers with online billing, access and account issues.

Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.

Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.

Handled customer service issues by providing guidance or escalating for advanced support.

Demonstrated advanced product knowledge to solve customer issues.

Developed and maintained strong relations with customers to meet quality expectations.

Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.

Operations Technician

New Century, KS

CenturyLink/ Oct 2018 to Jul 2019

Managing 100 GB ethernet & IP customer networks, tracking escalating issues, analyzing, testing and repairing layer 2/3 network problems

Working closely with NOC customers for all demand and scheduled maintenance & ensuring services conform to customer mandated SLAS for latency, packet loss, jitter and throughput

Maintain excellent acknowledgement and response time to alarms and customer calls

Collect and analyze system data to troubleshoot and identify emergency network problems as well as less critical network issues

Collaborate with team and Field Operations to resolve networking issues

Provide high quality documentation of network failures and maintenance activity

Gather information from persons involved in the activity and verify that network subsystems are operating within standards through analyzing system performance data.

Provided support, troubleshooting and restoration services for networks, video conferencing, internet and phone systems.

Led technical operations and maintenance tasks to maintain cross-organizational technology infrastructure effectiveness.

Online Grocery Associate

ARLINGTON, TX

Walmart/ Jan 2017 to Nov 2018

Shop for customers, ensure customer satisfaction, networking, keep counts on number of items purchased thru out the day, as well as the profits made, and I also keep track of the pick rate and picks being made by myself as well as other employees

Manager- Houston Klein

Bagged groceries carefully to keep products in perfect condition, separated fragile products and kept frozen and perishable foods cold or fresh.

Maintained positive relationships with grocery store personnel by being consistently professional and friendly.

Shopped at customer's chosen store, verified replacement items, selected freshest fruit, produce and meat and delivered groceries on-time to exact location specified.

Assisted teammates with daily tasks during peak periods.

Listened to customer needs to identify and recommend best products and services.

Shift supervisor

Mansfield, TX

CVS Pharmacy/ Jan 2015 to Jan 2016

Work effectively with store management and store crews

Supervise the store's crew through assigning, directing and following up of all activities

Effectively communicate information both to and from store management and crews

Assist customers with their questions, problems and complaints

Maintain customer/patient confidentiality

Assisted upper management with daily operations to meet standards of service and quality.

Collaborated with team members to improve performance and implement training updates.

Coordinated shift workers for inventory receiving, auditing and restocking.

Monitored security and enforced loss prevention strategies during shift.

Assistant Manager

Arlington, TX

R.S Autocare/ Jan 2014 to Jan 2015

Responsibilities was to take care of customers to the best of my ability and to negotiate prices of labor and to supervise employees

I hired and train my employees to follow all procedures and safety

I've done Inventory control of auto parts and money, desktop support, IP networking, as well as installed software and created a domain.

Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.

Directed and led employees, supervising activities to drive productivity and efficiency.

Enforced company policies and procedures to strengthen operational standards across departments.

EDUCATION AND TRAINING

High school diploma

Juan Seguin High School, University of Phoenix

Associates degree: Progress

Education- CCNA- (In Progress

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