Help Desk Technical Support

Adam Abuelhawa

570-***-**** *******@*****.*** LinkedIn

USDA Help Desk Specialist

Technical Support Customer Support Software Troubleshooting

Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include:

Help Desk Ticketing Systems

Problem Diagnosis

Technical Troubleshooting

Phone & Online Support

Office 365 Support

Security Standards and Integrity

Federal Support

Complaint Handling

VIP Handling

Technology Proficiencies

Ticketing:

BMC Remedy, IBM Maximo

Software:

Active Directory, WebSphere, Office 365, Cisco AnyConnect, BitLocker, Dameware, Citrix, Teams, Tenable, RDP

Browsers:

Google Chrome, Microsoft Edge, Mozilla Firefox, Brave

Networking:

LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS

Platforms:

Windows 11 Pro, Windows 10 Enterprise, macOS, Android, iOS, Chrome OS, Kali Linux

System Administration Experience

Windows Server 2016 Hands-On Virtual Labs

Installed and setup VirtualBox, Windows Server 2016, linked clones, and RDP.

Added Windows 10 client machines to Windows Server 2016 domain.

Created and modified Active Directory template user accounts to hold various properties.

Configured Window Server 2016 domain settings, server name, TCP/IP settings, and remote desktop.

Created and linked Group Policy Objects (GPO) in Active Directory.

Setup Azure AD Connect for hybrid Azure AD join and seamless SSO using password hash sync.

Prior Work Experience

Junior Maximo Analyst December 2023 – April 2024

Sinoimeri Investments - File and fulfill Service requests, change requests, and work orders. Look up usernames and create user accounts in WebSphere. Test changes in stage, then promote to production. Write technical documentation to submit to IBM and clients. Create and read Tenable scans then apply remedies to the WebSphere servers. Assist in Providing help desk support. Troubleshoot process / functionality / system issues and resolve Maximo application suites and WebSphere server issues.

Key Contributions:

Maintained outstanding attendance and customer / client service ratings

Upheld a keen attitude to learn and grow.

IT / HHR Technician September 2023 – April 2024

Churchill downs Inc - Install troubleshoot and configure pc hardware and software.

Maintained healthy customer and vendor relationships, communicating with them in person, over the phone and email.

Performed routine inventory management, as well as placing orders for needed parts (CPU, RAM, cabling, printers, and power supplies)

tools. (Screws, drill bits other miscellaneous items.)

Repair printer jams and flash them with required software to work with each machine.

Swap drives, ram, CPUs and monitor screens. Ensuring the technical side of the gaming floor is running in an orderly manner.

Break/fix tasks using the ADEPT ticketing system. While maintaining and updating logs documenting work that has been completed.

Education & Credentials

Google Cybersecurity, Google IT Support, IBM Maximo Asset Management,

Public Trust Clearance As of 2024

Applied Associates Degree of Cyber Security Northern Virginia Community College 2023

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