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Engineer Customer Service

Bellaire, TX
March 09, 2020

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***** *********** *****, ****, *******, Texas 77077


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Seasoned, accomplished, and goal-driven professional, with wide-ranging experience in the information technology field encompassing support and service desk engineering as well as technical services management. Equipped with proven adeptness in developing procurement strategies for IT hardware and solutions; providing accurate data on products and services; resolving critical technical and procedural problems; Armed with solid communication, multitasking and organizational aptitudes to fulfill varying tasks and achieving corporate objectives and goals. AREAS OF EXPERTISE

IT Project Management

Network and System Administration

Problem Resolution

Software Installation

Client Relations

Staff Supervision


Technical Support Engineer Field Support Engineer tire 2 Since Jun 2019

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues, including account setup and network configuration

Ask customers targeted questions to quickly understand the root of the problem

Track computer system issues through to resolution, within agreed time limits

Talk clients through a series of actions, either via phone, email or chat, until solved the technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Installing and imaging new computers and loading of appropriate software for customers

Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Prepare accurate and timely reports

working experience with Heat tracking system

Texas School of Continuing Education & Recruitment Houston, TX, USA IT Trainer System & Network administrator Since Nov 2018

- Instruct trainees on all concepts of computer & Network

- Develop and re-design step-by-step training materials for new technology

- Routing and switching essentials.

- Supporting MS environments, PC Hardware &Windows.

- Give basic training on (Active directory, DHCP, DNS, Exchange servers,VLAN).

- Subjects Covered :

Provide technical support for both hardware and software issues users encounter.

Manage the configuration and operation of client-based computer operating systems.

Create and verify data backups and DR (Disaster Recovery Topology) and Data Center.

Respond to, resolve and create a ticket for help desk requests.

Upgrade systems and processes as required for enhanced functionality and security issue resolution.

Install, Configure and support managed Wi-Fi networks, Smart Home, CCTV and IP telephone & video conferencing.

Install and configure various network equipment Switches, Routers, firewalls, databases, antivirus.

Give basic knowledge of cloud storage and utilization. Marlabs, Inc. U.S. Silica Holdings Inc Houston, TX, USA Support Engineer Service Desk Engineer Jun–Nov 2018

- Effectively assist customers with technical problems through phone or email or in person.

- Use diagnostic techniques and pertinent questions for remote troubleshooting.

- Analyze information from the customer to identify the best solution for the issue.

- Work with the higher support personnel for unresolved issues.

- Demonstrate expertise in providing accurate data on information technology (IT) products or services.

- Documenting process and procedures related to technical field support activities. AKTHAM A. ATOUM

13115 Whittington Drive, 7308, Houston, Texas 77077


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- Hold accountability in following up and updating customer status and information.

- working experience with ServiceNow call tracking system

- Forward customer feedback and suggestions to the proper internal team.

- Keenly determine and recommend potential procedural improvements. General Budget Department Amman Governorate, Jordan Technical Services Engineer Jan 2013–Jun 2018

- Troubleshoot, identify, and resolve problems with electronic equipment or software remotely or in a customer setting.

- Recommend technical and product solutions to customers and internal teams.

- Work directly with customers to answer technical and product questions.

- Installing local and network printers and other peripherals and configuration of same.

- Transform customer issues into improvements for products and information for customers.

- Monitor work quality and accuracy and report on the status of tasks assigned to the computer operations team.

- Provide efficient and effective back-up, recovery and distribution of data locally and cloud storage and utilization.

- Distributed work assignments and resolved critical technical and procedural problems.

- Formulated strategic plans in partnership with cross-functional teams for the delivery of technical services.

- Facilitated capacity planning by generating procedures to measure the capacity of network devices and hosted applications for current and future activities.

- working experience with ServiceNow call tracking system

Established reputation for successfully earning the highest customer satisfaction in 2017. Ministry of Finance Amman Governorate, Jordan

IT Support Lead Desktop Support Engineer III Apr 2005–Dec 2012

- Administered daily technical support operations including troubleshooting, customer service issues, approvals, and installations.

- Effectively directed, mentored, and assessed all aspects of staff performance, as needed.

- Ensured timely resolution of all employee issues and concerns; while encouraging staff involvement and a positive team environment.

- Took charge of managing and maintaining customer service and satisfaction.

- Facilitated professional development of the Technical Support Team regarding new equipment and skills enhancement.

- Handled service contracts, agreements, and warranties.

- Employed analytical skills in identifying common trends and repetitive problems by documenting customer or employee queries and evaluating call logs.

- Migrating data and user profiles.

- Acted as the sole manager of the Middle East Technology Fair, responsible for all aspects from start to finish.

Successfully managed more than 46 companies to participate in the Middle East Technology show (METS).

Boosted the performance and workflow of the department by conceptualizing and executing systematic rules. EARLIER CAREER

Zarqa University Az-Zarqa, Jordan Sep 2002 – Mar 2005 IT Support Specialist

Department of Development, City of Columbus Columbus, OH, USA Jul 2001 – Aug 2002 IT Help Desk


Master of Science in Computer and Electric Engineering, Jan 2009 New York Institute of Technology Old Westbury, NY, USA Bachelor of Science in Computer Science, Jun 2001 Zarqa University Az-Zarqa, Jordan Associate in Aeronautical Engineering/Electronic Jun 1993 Prince Faisal technical College Amman, Jordan PROFESSIONAL DEVELOPMENT

Certifications: Sophos XG Firewall certified Engineer, UTM, 2018 Microsoft Certified Professional (MCP),2012 AKTHAM A. ATOUM

13115 Whittington Drive, 7308, Houston, Texas 77077


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Training: Project Management Professional (PMP) Cisco Certified Network Associate (CCNA)2019 Procurement and Supply Certified Training Request for Proposal (RFP) Technical Writing Presentation Skills Ubuntu Kylin Project Cycle Management (PCM) Microsoft Certified System Engineer (MCSE)

Courses: 3Com Core SW Bookkeeping and Accounting Communication Skills and Effective Presentation Cisco PIX Red Hat Linux Admin Wireless Network PROFESSIONAL AFFILIATION

Committee Member, National Information Technology Center Committee Member, National Committee for Information Technology Procurement Board Member, Jordan Computer Society


Employee Social Committee Head, Ministry of Finance Trainer, Injaz Development Member, Jordan Environment Society

Board member, National society of political development VIDEO

Atoum, A. (2017). Using brain signal to facilitate robot for rehabilitation, [Video file]. Retrieved from Atoum, A. (2017). Closing speech for the Ubuntu course in front of the Shenzhen governor, China, [Video file]. Retrieved from PRESENTATION LECTURE SEMINARS

Atoum, A. (2018). Best Practices for Data Protection and Cyber Security. Amman, Jordan Atoum, A. (2017). Using brain signal to facilitate robot for rehabilitation. TEDx, Amman, Jordan. Atoum, A. (2005). Middle East Technology Fair. Middle East Technology Show, Amman, Jordan. PROJECTS


Jun 2015–Dec 2015 Data Center

Role: Project Manager

Company/Client Name: USAID / General Budget Department Software/Hardware Used: Windows server 2016, VM, SAN Storage, LAN Overview/Objective: Establish new data center for GBD

Wrote the concept paper for the project to get the needed funds

Manage the design and purchase and install of the new data center

Accomplishment: Augmented the overall performance of the IT Department by threefold in terms of speed and storage capacity, compared to the previous data center Apr 2014–Nov 2016 General Budget Department Building Role: Computer Liaison Officer

Company/Client Name: Ministry of Public Works and Housing / General Budget department Hardware Used: HP switches, CAT6, fiber optics, Server Room. Overview/Objective: Demonstrated technical expertise in prepare the construction document and design for the Network and IT Department:

Held responsibility in determining customer needs.

Carried out construction document and design for DR, network, UPS, and Data center; networking and topology solution creation; network implementation; prototype network development; design documentation; as well as verification, monitoring, and modification, as needed

Warranted LAN with more than 1000 point was up to date with the latest technology that should serve the GBD for at least the next six years Jan 2014–Jun 2018 National Project for Expanding IT Knowledge in Rural Area AKTHAM A. ATOUM

13115 Whittington Drive, 7308, Houston, Texas 77077


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Role: Member of executive committee

Company/Client Name: Ministry of Communications and Information Technology /NITC Software Used: Microsoft Windows 10, Microsoft Office 2016 Overview/Objective: Expand the IT knowledge for the Rural Area with people that cannot afford it and do not have internet coverage in the area.

Accomplishment: Covered more than 80% of the Jordan rural area in Apr 2018 Academic

Feb 2001 Using PC for Controlling Homes in the Most Efficient Ways Using AI Role: My Graduation Project

Company/Client Name: Zarak University

Software Used: C, C++, DHTML, Flash, PLC, VB

Overview/Objective: Use home PC to control every electronic and electrical appliance at home to make the daily life of the home owner easier.

Accomplishment: Effectively gained the best graduation project in the university history

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