Customer Service Desktop Support

Emil Ghobrial

IT Technical Support Analyst III 201-***-**** adco7v@r.postjobfree.com

Qualification Summary

• Bilingual (Arabic and English)

• Superior Customer service driven

• Quality assurance

• White Glove Executive Support

• Active Directory, RSA, Carbonite, Mozy and SCCM.

• Microsoft Office products, Windows and MAC OS.

• Dell Certified.

• Service Now / ITIL, Symantec Endpoint

• LAN/WAN and TCP/IP Protocols

• Help Desk and Remote Troubleshooting

• Avaya Phones, Voice Mail and PBX Systems.

• Printers (network and local)

• Re-imaging, Backup, restoration and Cloning

Professional Experience:

October 2015 – Present CompuCom, Office Depot Company New York, NY and Stamford, CT IT Technical Support Analyst III – Onsite (Synchrony Bank)

Provide 24/7 White-Glove support of Synchrony Executives and their admins.

Travel nationwide to assist with company projects and configuring new buildings and moves.

Perform Onboarding, Offboarding following legal hold procedures and asset management.

Test and image desktops and laptops (Windows and MAC).

Maintain, analyze and troubleshoot software and computer peripherals.

Provide technical support to end users via telephone, email, chat and Service-Now ticketing system with top SLA incidents performance and fulfill tasks requests.

Prioritize tickets being worked on and follow up post resolutions with end users

Support Cisco Webex, Jabber and Telepresence and troubleshoot software and hardware related issues for end users, training rooms and executive members.

Backup and restore users’ data using MOZY, Carbonite, USMT systems, other approved methods and remedy related issues and keys.

RSA Console administration, deploy soft tokens and troubleshoot related issues.

Provide phone support using PBX systems, Avaya phones and VM messaging administration support.

Lead, mentor and train coworkers globally in the resolution of end users’ difficult technical issues and in the execution of established processes. Also, train new Desktop Support personals on procedures, techniques and policies.

Stay current with system information, changes policies and updates.

Handle all designated workstations with custom installations and peripheral configuration.

Get involved in interviewing candidates and help management to make hiring decisions.

Provide after-hours support to Synchrony remote and Work-At-Home Citrix end users.

Point of contact for difficult PC and MAC issues.

Provide support local Audio Video issues, including troubleshooting, maintenance, installations, configurations and wiring all related peripherals.

Test and configure new laptops, OS and software prior to production deployment and a lab environment. Sr. Field IT Specialist

As a Senior Field Support, I Lead, mentored newly hired team members, on technics, performance and policies.

Focus on high quality work and run random internal audits to assure and enforce the highest work quality and time management.

Use and maintain a LINUX based Operating Systems Equipment

Supported the Nielsen Innovation Centers where displayed the future of Nielsen's metering equipment to showcase to Nielsen's clients.

Maintain and support metering equipment to insure OS are updated, program, and combining differing custom build components to fit each panel member viewing, entertainment and media device peripherals.

Responsible for diagnosing and troubleshooting data / equipment and taking necessary corrective actions to collect and retrieve accurate audience data.

Establish and maintain long term relationships from randomly selected Panel Members

Consistently meet Nielsen objectives and performance goals, to include Market and Sample commitments

Use of Nielsen proprietary software to accurately collect and report demographics and audience information

Troubleshoot data, equipment and installation in Panel Members Households.

Data collection accuracy to insure clients’ fulfillment

Provided system support for panel members owned devices, desktops and laptops, printers, all types of televisions, video projectors, DVRs and DVD players, VHS players and smart devices.

Superior Customer service.

Nov 2006 – Sept 2008 DISH Network Field and Services and Center Pine Brook and Totowa, NJ Field Service Specialist Technician

Satellite dish installation, troubleshooting and service changes and STB programing.

Wired houses and worksites using CAT5, RJ45, RG6 and good grounding

Installed and programmed network devices (Modems and Routers)

Installation of advanced receivers connected to computers and internet network and cloud.

Handled high volume English/Arabic Calls and provided professional translation

Provided help Desk to new employees in CSR and workstations headsets and phone equipment troubleshoot support July 2006 – Nov 2006 Arabic Translator Aid IRR– Fort Jackson, SC United States Army

Honorable Discharged - Specialist E4 Rank, Arabic Translator Aid, 09L10 December 1999– July 2006 Le Reve Hotel West Hollywood, CA In-House IT and AV support

Installed and maintained security cameras and alarm systems.

Maintained the telephone equipment and switches in guest rooms and employees offices.

Installed and maintain internet Access points throughout the hotel.

Maintained daily updates and maintenance on network equipment, printers and fax machines.

Served as 24/7 on call support.

Education

• Associates Degree - Electronics Engineering Technology ITT Technical Institute, Lake Mary, FL

• Bachelors of Arts, Geography and Earth Science

Zagazig University, Egypt

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