Technician Office

Mogos Russom

Phone: 650-***-**** Email: ********@*****.***

IT Support Technician professional with 8 plus years of experience is looking to obtain a challenging position in a fast-paced environment that will allow me to extend my skills in communication with customers, organization, and leadership.

Facebook internal tools, Microsoft Suite, Office Management, IT Management, Customer Service, Investigations, Windows 7, Windows 10, Networking and Office, Active Directory. Hardware Support Technician

Facebook Inc. January 2019 – Present

Key Deliverables:

Distribution and management of Facebook hardware products (Portal, Oculus, Omni, Catalina).

Device tracking through Facebook internal tracking tools.

Troubleshoot device issues and support beta testers.

Provide latest generation devices to beta testers (transition from 1st gen to 2nd gen devices for updated features)

Collection and analysis of user data for distributed devices.

Receiving an average of twenty to thirty calls a day, document each call and incident through an internal tool – Task.

Monitoring, troubleshooting and ensuring the timely completion of internal and external help desk tickets.

Conducting out of state travels for device distribution and pen testing supervision.

Responsible for shipping out and receiving/documenting newly received equipment.

IT Support Team Lead

Microsoft Inc. September 2018 – March 2018

Key Deliverables:

Setup product component testing environment.

Troubleshooting issues with testing environment setup.

Supporting data collection team on installed devices.

Creating tickets for issues found during data collection. IT Technician

Freelance. January 2015 – January 2018

Services Provided:

Computer assembling and maintenance.

Troubleshoot hardware and software problems.

Installed and configured the peripherals, components and drivers

Installed software and applications to user standards. IT Help Desk Support

Delta Information Systems May 2008 – November 2014 Key Deliverables:

Install, troubleshoot, diagnosed, and supported software and hardware issues for PCs, Macs, printers, and phones.

Remotely troubleshoot connectivity issues with single workstations.

Resolved issues such as no internet, networking connectivity, printer and new PC installations.

Responded to incoming tickets in person, email, phone, or using the remote software.

Respond to all staff communications and issues in a timely manner.

Perform continued patient follow-up to assure optimal patient outcomes.

Training medical staff on using new equipment.

Bachelor of Arts Law. LL. B University of Asmara 2001 – 2006 Nucamp - Bootcamp 2020 - 2020

A+ Certification 2016-2017

Google IT Certification 2020-2020

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