Objective

Skilled Technology Support Specialist with 10 years of experience providing PC and Client/Server tech support for medium to large sized businesses. Experience diagnosing, troubleshooting and resolving client issues with hardware/network maintenance, installations and upgrades. Acquire a position building and supporting infrastructure and related technologies. Always open to learning, implementing and executing new ideas and technologies.

Competencies

•Information Systems Development

•Computer Maintenance (Hardware and Software Installation)

•Networking (TCP/IP, DNS, routing, Cisco Switches and Routers configurations, Firewalls (Sonicwall))

•Knowledge of Remedy ticketing systems

•Knowledge of Active Directory and group policy support

•Remote access technologies (terminal services, TeamViewer, LogMeIn, Google Remote Desktop)

•Knowledge of Microsoft Exchange, Outlook and GSuite

•Knowledge of program and support IP Phones

•SharePoint 2010, create and update internal portals

•Knowledge of Microsoft Windows Installation, troubleshooting and configuration

•Familiar with: Oracle 9i & 10g, C++, VB.NET, Java, HTML, ASP.NET, JavaScript

•Multimedia Software

•Problem Solving

•Strategic Planning.

•Microsoft Office 2010, 2013, 2016 and 365.

•Customer Service

•Basic Knowledge of Microsoft Azure

Experience

03/2005– Present

Freelance Computer Services USA- Jordan

•Performed projects and short-term contracts for companies.

•Test and evaluate new computers and laptops.

•Used network monitoring tools, created counters and performances alerts.

•Configure and use remote access services, update network communications.

•Document and track all peripherals and network issues.

•Install, configure and troubleshoot multi-function printers and mass storage devices.

•Backup and restore files, recover data and deleted files.

•Install and troubleshoot PC components and Windows XP, VISTA, 7, 8 and 10 installations.

08/2019-Present

Worldwide Logistic Partners Inc. Crystal Lake-IL

IT Network Specialist/ IT Support Analyst

•Provide support of Access, Outlook, Word, Excel software programs.

•Add, delete users and groups in the Active Directory, resetting passwords, and assign emails and permissions to users and groups on AD.

•Provide support for e-mail, password administration, PC operating systems, desktop software, and installations.

•Perform hardware/software, installations, and implementation.

•Identify, investigate, and resolve computer system malfunctions and operational problems.

•Communicate and work effectively with internal and external customers while organizing multiple priorities.

•Provide technical training to end-users.

•Work with individuals with varying capabilities in a positive manner.

•Support new systems and applications (IES and PowerBI).

•Respond to inquiries and requests in a professional, accurate, and timely manner.

•Provide support to all staff in the use of PC hardware/software/peripherals.

•Perform software application installation and upgrades.

•Check the logs in the switches, routers, servers and firewall for any unusual activities.

•Using Barracuda to retrieve and archive emails.

•Maintain and ensure network security, Allow/restrict IP Address’s that are comping or out of the company, including file permissions, back up and disaster recovery plans, file system integrity as needed.

•Switch users to work from home and provide them with remote support (using SonicWALL VPN and LogMeIn).

•Install IP Camera’s system at the warehouse, configure 32 Camera, NVR, and the network switch.

•Ability to operate various equipment and technology.

10/2016-08/2019

CR EXPRESS INC. Elk Grove-Il

IT Manager/ IT Support Analyst

•Provide the company with all types of hardware and software support including blocking websites, install and troubleshoot PC components and Windows 7,8 and 10 installations, backup, and restore files, recover data, and deleted files.

•Monitor the switches room and keep it maintain, provide the Antivirus server with a routine check to make sure its running with no issues.

•Build, update and monitor the company’s website.

•Configure and monitor the cameras’ DVRs System and making sure they are running properly.

•Install and configure new VOIP phones and assign extensions and troubleshoot any phone issues.

•Install, configure and troubleshoot multi-function printers and mass storage devices.

•Setup and Install GPS and tracking devices for the trucks and set up drivers as well on the system (Samsara).

•Control and support the email system in the company that is provided through GSuite.

•Configure the security access system for doors and assign badges and people to the right door in the company.

•Supports another two remote locations (Warehouse’s).

09/2015-10/2017

Walmart Store Niles-Il

Support Manager

•Provide fast and friendly customer service and give directions to serve and help customers.

•Support the associates and provide them with all the information that they need.

•Supervise over 30 associates by having them zone and restack merchandise, working inventory exceptions, and correcting shelf capacities to make sure everything is maintained.

•Provide the store with a basic technical support for the computerized equipment’s.

09/2014-09/2015

Walmart Corp. Bentonville-AR

NOC Technician III - ISD

•Complete work assignments and priorities in Information Systems Division (ISD) by using policies, data, and resources. Collaborate with managers, co-workers, customers, and other business partners to identifying priorities, deadlines, and expectations. Communicate progress and recommend ways to address improvement opportunities. Adapt to and learning from change, difficulties and feedback.

•Manage requests to resolve common issues by utilizing required software products (Remedy) to create and assign customer requests and/or problem tickets to appropriate owners. Follow documented processes and/or procedures. Escalate critical requests. Engage senior team members in order to obtain assistance when required. Research problems to resolve requests. Track the status of requests and/or problem tickets, validate resolutions and close requests or problem tickets upon completion.

•Process incoming customer requests received through various communications. Determine the needs of the customer and utilize department-specific terminology in order to direct requests correctly. Escalate critical requests

•Identify trends by reviewing incoming ticket logs. Determine when a series of calls are related to an underlying root cause. Follow escalation procedures based on severity.

07/2013-09/2014

Walmart Store Niles-Il

Overnight Supervisor

•Provide customer service, receive and stock merchandise in an organized fashion throughout the facility and the backroom.

•Maintains inventory accuracy for the facility by supervising associates by having them bin and pick merchandise utilizing the inventory management system, completing bin audits, working inventory exceptions, and correcting shelf capacities.

•Have a license in operating the Electric Pallet Jack and Walkie Stacker.

•Assign tasks for the associates and close cash registers.

06/2009 – 03/2012

General Directorate of the Jordanian Civil Defense Amman, Jordan

Network and Systems Administrator/ IT Support Analyst

Software and Hardware Technical Support (Warrant Officer)

•Analyzed and edited company workflow requirements. Recommended and setup webpages using SharePoint 2010 for various company departments.

•Portal administrator whereby users were created and login privileges were assigned accordingly.

•Created portal webpages and designed various department sites on the system.

•Lead role in dealing with errors and faults during installation and setup of software and hardware. Monitored and maintained computer systems and networks.

•Provided 100 users with training on the use of the portal.

•Lead the inspection efforts whereby auditing more than 40 locations and their departments to verify and consult on the workings of their portal sites. Faults were routinely fixed, on site, after reviews were completed. Parts were replaced as required.

•Check the logs in the switches, routers, servers and firewall for any unusual activities, to insure security.

•Assisted and consulted other engineers on the design and installation of networks in construction sites.

•Reviewed and updated action items with both staff and clients until tasks are completed.

•Provided support, including procedural documentation.

•Testing and evaluating new technologies.

•Conducted electrical safety checks on computer equipment.

01/2008 - 05/2009

US Army Consultant US Army, Iraq Deployment

Freelance Translator

•Translated technical documentation for use in training the Iraqi Army personnel.

•Prepared and edited material to make suitable for presentation.

•All material was provided in soft copy formats using Microsoft Office products and Adobe for soft printing.

01/2009 – 06/2009

Latin Patriarchate School Karak, Jordan

Computer Systems Teacher/

Network Administrator

•Installed all school system networks.

•Provided technical support to school staff and administration.

•Taught computer courses in Networks, Introduction to MS Office and History of Computers.

•Prepared lab materials and directed students towards completing assignments.

•Various teacher responsibilities including grading and providing students with guidance.

12/2007 – 06/2008

China International Water and Electric Corporation Amman, Jordan

Quantity Surveyor Assistant

•Performed calculations for backfilling process to provide the department with the progress in work that the company did.

•Preparing both daily and weekly reports.

•Organized shop drawings to help keep focus on tasks at hand.

•Bidirectional translation and interpretation to help with communication between local support and company corporate personnel.

10/2007 – 12/2007

Swaidan IT Amman, Jordan

Technical Support Trainee

•Computer software and hardware technical support

•Installed computer networks.

•Customer service representation.

Certifications

•Certificate: Introduction to SharePoint 2010, Administration and Development

•Certificate: Knowledge Management

•Certificate: A+

Education

B.S. in Computer Information Systems

2003 - 2007

Mutah University Karak, Jordan

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