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Customer Service Representative

Location:
Lexington, SC
Posted:
December 30, 2019

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Resume:

Waleed Abdalla

IT Support Technician

IT Specialist with over 6 years of experience in Information Technology. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Work History

2019-09 –

2019-12

2019-06 –

2019-12

IT Support Technician

Custom Cloud Solutions, LLC

Worked with Microsoft Office 365 as the email

account to multiple clients

Became efficient in Windows 10 OS

Worked with Server 2008, 2012 R2, 2016, and 2019

Used Connect Wise as the ticketing and remote

system

IT Service Specialist II

AppleOne, The State of South Carolina, Columbia, SC

Working for the Department of Labor, Licensing, and Regulation (LLR)

Worked with Network System Analysts and

Administrators to resolve minor and widescale

networking, desktop, and software problems

Improved operations to provide excellent customer service

2018-02 -

2019-04

Helpdesk Technician II

Robert Half - multiple, Columbia, SC

CompuCom and Palmetto State Amory.

Replaced parts of PC Hardware and knowledge of

all their functions.

Responded to inbound calls in a helpdesk

environment.

Supported troubleshooting for hardware/software

including printers, routers, and applications.

Tracked issues using the Track-It ticketing systems and escalated tickets as needed.

Responsible for Windows Administration and Active Directory tasks

Personal Info

Address

212 Greenvale Drive

Lexington, SC, 29072

Phone

803-***-****

E-mail

waleedeabdalla@gmail.

com

LinkedIn

https://www.linkedin.com

/in/waleed-abdalla-

6a55441

Skills

Active Directory

Call Center

CISCO

Computer Hardware

Customer Service

Firewalls

Inventory levels

Windows 7, 10

Networking

PC Hardware

Printers

Routers

Replaced, installed, and de-installed Network

Hardware

Managed entry to mid levels of call flow and

responded to technical support needs of customers. 2017-06 -

2018-03

Customer Service Representative

Publix Super Markets, Columbia, SC

Maintain correct inventory levels of products.

Ensure great customer service on every transaction. 2014-04 -

2017-04

IT Technician Intern

Convergent Information Security Solutions, LLC,

Columbia, SC

Responsible for Hardware and Software support in an inbound call center environment.

Reported onsite to assist with IT issues.

Training with Sophos UTM, Endpoint Protection,

Firewall, Safeguard Encryption, Sophos Mobile, and Server Protection.

Removed and replaced malfunctioning

components to correct hardware problems.

Removed malware, ransomware and other threats

from laptops and desktop systems.

Explained technical information in clear terms to non-technical individuals to promote better

understanding.

Education

2008-08 -

2012-06

High School Diploma

Lexington High School - Lexington, SC

2021-05 CISCO Networking: Routing And Networking

Configuration

Midlands Technical College - West Columbia, SC

1 Year Completed In CISCO Networking: Routing And

Networking Configuration

Computer Information Systems

University of South Carolina - Columbia, SC

Elected to Vice President of Eta Beta Chapter of Iota Phi Theta Fraternity Inc. in Spring 2017

Coursework in COBOL, Java, and C++

Minored in Business Management

Sophos

Software Support

Ticketing Systems

Troubleshooting

Switches

Languages

Secondary Language: Arabic



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