Customer Service Representative
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
waleedeabdalla@gmail.
com
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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