Manager Customer Service

Ibraheem Alani

571-***-**** Manassas VA, ***** ****************@*****.***

SUMMARY

3+ years of high volume troubleshooting in hardware, software and networking as well as very efficient in working with Linux. Excels in identifying issues with high maintenance servers and fiber optics. Experienced in training and managing ensuring that the workplace needs are being met in a professional manner.

EDUCATION

Bachelor of Science in Information technology May 2022

George Mason University

Track in : Cyber Security

Accumulative GPA: 3.6

Dean’s list: Spring 2020, Fall 2020

Related coursework: UNIX I, Cyberlaw, Software Design, JavaScript, Network Attacks and more

CERTIFICATES

CSC-Network Administration: Northern Virginia Community college, Sept 2020

WORK EXPERIENCE

Data Center Technician (DCO) Nov 2019 – Present

Amazon Web Services – Manassas, VA

Insuring Amazon’s leadership principles and requirements are met at all times

Troubleshooting and working with hardware, software and networking based issues resolving approximately 2,000+ failures

Working in an environment that operates 24/7 with an ability to participate in on-call rotation and providing after-hours support as needed

Training and mentoring newly hired technicians in break-fix and diagnosing issues using Linux and much more diagnosis tools

Troubleshooting, testing and replacing fiber runs, optics and switches

Worked with networking and the OSI model to be able to obtain DHCP and TCP on hosts

Phone/ Computer technician Sept 2019- Jan 2020

Ubreakifix Repair Shop – Manassas, VA

Diagnosed and preformed fixed on all types of electronic devices including game consoles, phones, computers, printers and many more

Explained to customers the repair process and prices ensuring customers are satisfied before and after each repair

Ensured all store rules and polices are being followed, reporting each store based issue to the manager

Displayed customer services skills with the ability to interact in a friendly, service-oriented and professional manner with internal and external customers

Lounge Manager Oct 2018- July 2019

Hookah Zone Cafe – Manassas, VA

Managed store adapting to changing priorities, and work in a team based environment

Handled approximately 1,000 dollars in cash daily during late closing hours and counted monthly profit using Microsoft Excel

Served customers lounge menu items ensuring all needs are being met at satisfactory timing

Chipotle Mexican Grill May 2017 – Nov 2018

Cashier

Served customers restaurant menu items ensuring all customer needs are being met at satisfactory timing

Handled over $2,000 of cash daily ensuring all counts are done correctly and accurately

Helped customers and working staff all over the store complete tasks such as cleaning, making food, and customer service

SKILLS AND EXPERIENCE

Proficient in Microsoft Excel

Proficient in Linux

Bilingual, fluent in English and Arabic

Computer Networking experience

Computer Hardware experience

Computer software experience

Experience in operating systems

Troubleshooting experience

Proficient in JavaScript

Experienced in installing fiber runs

Proficient in Vmware and virtualization

Skilled in testing, Isolating and diagnosing fiber runs and replacing optics

Experienced in troubleshooting networking protocols such as TCP/IP, HTTP/S and BGP

Encryption

Java

IOS

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