NICHOLA ALMALAS

440-***-****

ad3ybj@r.postjobfree.com FAIRVIEW PARK, OH

OBJECTIVE

Highly motivated, focused, and driven Information Technology Specialist with over 2 years of experience providing help desk support and troubleshooting customer issues. Dynamic team leader with strengths in building and maintaining rapport with users, colleagues, and key constituents of diverse backgrounds while resolving technical issues. Developed skills in time management, resource management, team management, and fluency in English and Arabic.

SKILLS & ABILITIES

Operating Systems:

Mac OS 10.X I Windows 7 Windows 10

Applications/Services/Platforms:

AD/DNS I PowerShell I Microsoft Office 365 (Access and Excel)

EXPERIENCE

20XX - Present PC Specialist

PNC Financial Service Group

•Provide support and problem resolution for technology products and applications.

•Resolve incidents and fulfill requests in accordance with knowledge documentation.

•Utilize utilities and tools to provide remote/onsite technical support services on desk-side equipment, for customers.

•Engage and assist vendors for technology implementations and resolving issues.

•Support leadership with knowledge management, training, new product support, and other specialties/projects

•Manage and perform complex business process analysis projects and related assignments for the Service Desk management team to include research, presentation and resolution of problems and recommendations for improvements.

•Assist with overall performance analysis for all aspects of Service Desk operations including data analysis, trend analysis, graphing, presentation development and delivery.

2019 -Field Support Il

MetroHealth System

•Provide technical support in troubleshooting and resolving problems with Information Technology equipment and desktop applications

•Install various applications and upgrades.

•Use remote assistance/access tools to identify and resolve Information Services Equipment problems, connectivity problems, telecommunication problems, hardware problems, software problems, and applications problems.

•Deliver, configure, install, and test Information Technologies equipment as required to support customers, departmental, and organizational business needs.

Install, diagnose problems, repair, and maintain telecommunications equipment encompassing analog and digital technologies, and assist with network problem.

2018-2019 Desktop and Field Support

Cleveland Clinic

•Provide desk side and site support services in a Windows 7 environment.

•Install, maintain, diagnose, and repair company and multi-vendor products and systems.

•Communicate effectively with users by explaining the need for upcoming computer swap and help then back up their data to their share drive.

•Project deployment and migration.

•Image desktops from 32 bit to 64 bit.

•Use DLPSAW to install applications onto the newly imaged desktops.

•Swap out older computers with per-built ones with the same applications and new image or re-image in ptace.

•Remotely push software and applications.

•Remote into users' computers. Assist with helpdesk tickets.

2017 - 2018 Technical Support Specialist

Target Corporation

•Troubleshoot technical issues on smart devices and phones with various operating systems.

•Research prospective personal and business customers' basic phone and advanced data needs to help identifying the problem and various solutions.

•Assist with calming upset and demanding customers through implementing top notch customer service and demonstrating thorough knowledge about their technical difficulties.

EDUCATION

May 2018 Bachelor of Science in Information Technology

South University Cleveland, OH

•Multimedia Web Development

•Networking Fundamentals

•Programming I & I l

•SQL Development

•Database Administration

•Human Computer Interface Advanced Networking

Applied Systems Analysis I & Il

Database Design & Development

Software Engineering Fundamentals

Information Technology Project Management

Advanced Operating Systems & Architecture

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