Customer Service Desktop Support
Resume:
OMAR HASNI
SKILLS
• Customer service (phone, chat)
IT support (PC/Mac,
phones/tablets)
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• Software support
• Operations support
• Technical troubleshooting
• Desktop computer support
• OSX
• Computer network
• Windows 10/11
• Active Directory
Proficiency in using Microsoft
products like Word, Excel,
PowerPoint, and Visio
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Knowledge about TCP/IP and
data protocols
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• Multitasking efficiently
• Hardware Repair
• Application Support
• Virtualization Technologies
• Asset Management
• Software Installation
• System Diagnostics
• Wireless Networking
• Remote Support
• Server Administration
• Active Directory
• VPN Configuration
• Network Diagnostics
• User Credential Management
EDUCATION
Expected in June 2025
Bachelor of Science in Cybersecurity
Champlain College, Burlington, VT
June 2022
Associate in Criminal Justice
Madison College, Madison, WI
WORK HISTORY
January 2022 - January 2024
IT Help Desk Technician/System Administrator Boumatic, Madison
Provided desktop support to end users via remote support sessions and on-site.
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Provided desktop support for Microsoft technologies including Windows and Office 365.
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• Configured and deployed new laptop and desktop systems.
• Built new desktop systems.
• Documented incidents and followed resolution procedures.
• Provided exceptional customer service at all times. Provided technical support to employees by addressing and resolving tickets related to software, hardware, and network issues.
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Installed, configured, and maintained operating systems and software applications.
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Managed and prioritized a queue of tickets to ensure timely resolution of issues.
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Conducted troubleshooting to identify and resolve technical problems promptly, minimizing downtime.
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• Managed user accounts, permissions, and security settings. Assisted in troubleshooting hardware and software issues for end-users, addressing and closing tickets.
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Participated in the setup and configuration of new computer systems.
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Conducted system updates and performed routine
maintenance tasks.
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CONTACT
Madison, WI 53713
*********@*****.***
• System Administration
• Software Upgrades
• Dynamic 365
• Endpoint
• Microsoft 365
LANGUAGES
Arabic
Native or Bilingual
French
Limited Working
January 2021 - January 2022
Surveillance Agent Ho-Chunk Casino, Madison
January 2019 - January 2020
Assistant Manager goPuff, Madison
January 2012 - January 2016
Co-Owner, Technician TechRepairs, Madison
Contributed to documentation of IT processes and
procedures.
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Observed and monitored a 1000+ surveillance camera system to identify and report suspicious activity such as theft, equipment tampering, drug activity, and money laundering inside and outside of the facility
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• Documented and submitted critical incident reports
• Adhered to all surveillance and security protocols
• Ensured the safety of patrons and staff.
Managed the personnel and technical aspects of shift operations of a web-based snack and convenience delivery service, including order intake, customer service, incident reporting, and coordination with drivers
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• Consistently met operations KPIs.
Co-owned a profitable computer and electronics repair business offering hardware and software support,
troubleshooting, installation, repairs, and upgrade services to commercial and individual clients
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Oversaw and executed all technical services, managed staff, provided customer service, and conducted sales
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Serviced PCs, Mac, iPads, Android tablets, iPhones, and Android phones.
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Contact this candidate