Raed Khanfar

**** ***** **** *****, ************, TN 37130, Phone: 615-***-****

ad2q4t@r.postjobfree.com, www.linkedin.com/in/raed-khanfar Experienced IT Helpdesk Manager with 15+ years of customer service support expertise. Effective leader with proven skills in troubleshooting hardware/software problems, solving complex technical issues, and coordinating a wide range of diverse IT projects within our organization. WORK EXPERIENCE:

Technology Helpdesk Manager, HDI Certified November 2009 — Present King’s Academy, Amman, Jordan

Current responsibilities include:

• Training and managing helpdesk team members, organizing and assigning their project responsibilities, monitoring their assigned tasks, and evaluating their performance.

• Developing, recommending, and managing programs and services aimed at providing timely, professional technical support to Faculty and support staff.

• Developing work plans, goals, and objectives that focus on providing efficient service and problem resolution. Monitoring and analyzing support services to ensure that all necessary work is completed properly and in a timely manner.

• Performing client needs assessments by researching and analyzing IT systems and hardware used at our facility and at other similar institutions.

• Research the necessary hardware and software specifications, and then ordering computers, printers, AV equipment, and supporting hardware, software and peripherals. Evaluating and recommending system upgrades, and then implementing these upgrades.

• Conducting research on hardware and software specifications required for various purposes, such as computers, printers, AV equipment, and support hardware, software, and peripherals. Responsibilities also include ordering these items, evaluating system upgrades, and implementing the recommended upgrades.

• Collaborating with vendors to ensure that their products align with our organizational needs. Managing relationships with vendors and overseeing hardware and software purchases. Ensuring adherence to vendors' service contract agreements.

• Maintaining license information for all software applications and operating systems.

• Maintaining warranty and repair records for all computer equipment and peripherals.

• Managing and tracking the organization’s inventory of computers and peripheral equipment.

• Collaborating with administrators, systems and network managers, and campuswide users to deliver efficient and effective customer support and service. Computer Programmer July 2008 — March 2010

Jordanian Government Ministry of Health, Amman, Jordan

* Responsibilities included: Maintaining the network infrastructure across the Ministry departments. Installing and repairing IT products, hardware and software. Performing routine and preventative maintenance for computers and peripherals.

Certified Test Administrator and Marketing Coordinator February 2005 — June 2008 Canada International, Amman, Jordan

* Responsibilities included: Organizing international college and university events in Canada and in Jordan. Overseeing and administering the TOEFL and iBT exams: Certified Test Administrator. EDUCATION:

Bachelor of Science (B.Sc.) Degree – April, 2004

Information Technology and Computer Sciences

Applied Science University, Amman, Jordan

PROFESSIONAL CERTIFICATIONS:

• HDI Certified in Information Technology.

• ITIL Foundation Certification in IT Service Management.

• Microsoft Certified Professional (MCP).

• Certified Test Administrator for the University TOEFL exam.

• Certified Test Administrator for the iBT exam.

• Certified Test Administrator – U.S. College Board, SAT and ACT college entrance exams. REFERENCES:

Dr. Ali Shameem – Digital Technology Coordinator

Canadian International School of Beijing

https://www.cisbeijing.com

38 Liangmaqiao Road, Chaoyang District, Beijing, China Telephone: 86-10-646*-****

ad2q4t@r.postjobfree.com

L. Mark Kibler, M.Ed.

International Affairs and Educational Consulting

10068 Gustin-Rider Road

Blanchester, OH 45107

Telephone: 603-***-****

ad2q4t@r.postjobfree.com, ad2q4t@r.postjobfree.com