Muataz Abdulrahman

Roseville, CA *****

adhskd@r.postjobfree.com

916-***-****

INFORMATION TECHNOLOGY – TECHNICAL SUPPORT SPECIALIST

A confident and reliable IT support specialist with extensive practical experience of working with computers and resolving any support issues that are raised to the service desk. Possessing a proven ability to administer and control the operation, configuration and maintenance of computer information systems, as well as having an eye for detail and able to multi-task under pressure. An excellent communicator can relate well with people at all levels and has the flexibility of working well as part of a team and on my own.

Signature Strengths Include:

•Information Technology • Problem Identification and Resolution • Information Systems Integrity • Technology Integration • Project Management • Staff Training • Process Improvements • Troubleshooting

• Maintenance & Repair • User Satisfaction • IT Service Delivery • Communication Problem Solving • Software Development Lifecycle •System Imaging • Internet Protocol Suite (TCP/IP), DNS, DHCP, VPN, and RDP • ITIL • Incident Management • Monitoring System • Backups • Active Directory • Exchange 2007\2010.

Technical Skills:

Systems: Windows XP/Vista (2000/2003) • Windows 7 & 8 • Windows 10 •Mac iOS • Linux & Android Devices

• MS Office 2010, 2013, 2016 and O365

• Antivirus: McAfee Endpoint Encryption • Kaspersky • Symantec Endpoint Protection

• Networking and Programs Maintenance, Received and troubleshoot calls.

• Install PC hardware and software and how to identify problems.

• Install wireless LAN, and run the Ethernet media access, VPN, DSL, and Cable services.

• Internet services including Computer network, Patching, Punching, (Coaxial, STP, UTP) Cabling, Wireless networking,

• Installing programs troubleshooting and solving problems.

• File bug/triage sightings

• Intermediate level Python scripting along with GitHub projects

Professional Experience

Apple- CA- Elk Grove

Tier II- Pc Technical Support Specialist, Jan. 2019 to Precent. 2020

Experience in Debugging PC performance and read the loges of errors, experience in belting the PC and laptop from scratch, adding and changing parts like MLB, RAM, VGA cards, Displays, power supply, speakers, touch ID. upgrading BIOS, boot Room and OS for the Mac and Windows. knowledge of duplicate operating system in the same computer. knowledge how to do the testing for PC and laptop. Documenting all the maintenance process on the File Maker System. high ranking SW/HW architecture for analysis and further instructions on debug, run benchmarks on over a dozen systems, collect, save, and compile he raw data. Maintenance SW/HW and debugging the problem and find the best solution to it.

Select Accomplishments:

Imaged over 500+ computers (laptops, thin clients, and desktops), Installed software and configured computers, printers, voice and data systems.

oImaged the update OS and flash the boot room and download the new boot room on the units uploading all unit information on the Apple data base.

building PC from scratch

Installing and operating Windows desktop and server operating systems.

oInstall Windows OS on computers, install Windows Server Operating system and troubleshooting the root causes via problem management.

Installation & configuration of a company’s computer hardware operating systems and applications.

oDownload and Install all the applications that help to test the HW on the laptop and PC.

Maintenance and monitoring of computer networks and systems.

oProvided entry level network system technical advice. maintained and updated network cabling. connected all office internal computers. enabled network technology to meet individual and company requirements. coordinated for data backup and protection

Train new employees.

oTrained employees on various duties, including how they use the applications and the programs and how they document all the process on File Maker and other programs.

Assisted users in setting up workstations, Provide hardware and software support.

oManage customer issues and requests by creating, tracking and documenting technical solutions Provided technical support and customer service assisted with installation and usage of software and hardware

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

oConfigured and installed routers switches and wireless controllers. maintained and troubleshoot technical issues.

Diagnosing and solving hardware or software faults.

oDiagnosing and solving the HW and SW errors. from this error we make diction if the unit pass or fail deepens on the unit what it has issue, if SW or HW and fix this issue.

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

Royal Dutch Shell Oil industry company – Iraq – South Iraq

Tier II – Lead Technical Support Specialist, Apr. 2015 to Jul. 2018

Monitor and maintain the computer systems and networks of the organization. Provide excellent end user experience on-Site/via telephone/and/or utilizing remote tools (ServiceNow). Installing and configuring computer systems, diagnosing hardware and software faults and solves technical and applications problems, either over the phone or in person. Mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Make hardware recommendations for customers whose machines cannot support the software. Assume remote control over customers’ computers when necessary to resolve problems. Improves client references by writing and maintaining documentation. Benchmarking on SYSmark 2014 to comparing business processes and performance metrics to industry bests and best practices from other companies. The tool we used Process performance measurements – they use it at bringing substantial benefits and focus on process optimization through increased efficiency and effectiveness of the process or product. Performance measures quantitatively give information about products, services, and the processes inside an organization.

Select Accomplishments:

Installing and operating Windows desktop and server operating systems.

oInstall and configured over 120 workstations including laptops, desktops, printers.

Installation & configuration of a company’s computer hardware operating systems and applications.

oIncreased security and performance of systems by installation of new anti-virus software and critical operating system and other computer software updates.

Maintenance and monitoring of computer networks and systems.

oMonitored and responded phone and e-mail requests for any technical support. performed daily/weekly maintenance, including virus scans, checking and cleaning of workstation, printers, network equipment.

Train new employees.

oCoach and mentor individuals on a day-to-day basis, identify performance issues, and consult with manager on areas for potential improvement Assist in provide focus for team members in accomplishing goals and objectives

Assisted users in setting up workstations, conference room phones and bridges, Provide hardware and software support.

oProvided technical support for up to 120 end-users for hardware and software issues

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

Managed and Maintained Xerox and HP printers.

oInstall and maintained the printers in this company like install the software and hardware

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

oKeep customers informed of progress during issue lifecycle and make follow-up calls or communications in a timely manner.

BP p.l.c. Oil industry company Iraq – North Iraq

Technical Support Specialist, May 2013 to Mar. 2015

Diagnose and troubleshoot software and hardware problems and help users install applications and programs. Resolve network issues, configure operating systems and use remote desktop connections to provide immediate support. Use email and chat applications to give clients quick answers to simple IT issues. Research and identify solutions to software and hardware issues. Walk customers through the process of installing the software on their machines and starting up the program for the first time.

Select Accomplishments:

Install and configure computer hardware operating systems and applications.

oInstalling of computer hardware, software applications, system maintenance tools, and LAN and WAN specifications. imaging, configuring and installing systems issued to users, decommission retired systems

Monitor and maintain computer systems and networks.

oMay provide assistance with entry level network tasks such as network server backup rotation, network account maintenance, and activation of data jacks

Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.

oHelp clients install applications and programs, resolve network issues.

Provide support, including procedural documentation and relevant reports.

oAssists in developing user documentation/installation procedures.

Test and evaluate new technology.

Baghdad Tech Co. – Baghdad, Iraq

Help Desk/Desktop Support, Feb. 2012 to Apr. 2013

Effectively administered personal computers, including operating systems, applications, desktop and laptop hardware, mobile devices, thin client and virtualization solutions, maintained customer satisfaction, customer retention, loyalty and new customer attraction.

Select Accomplishments:

Communicated with the corporate IT team to maintain a secure computing environment and successfully managed policies, security patches and desktop security tools.

oManaging hardware and software inventory and ensure the inventory is up to date

Responsible for first call resolution on customer tickets

oMonitoring the ticketing system to ensure issues are being addressed in a timely manner

Installation of (Network, Machines, Applications).

oInstalling, Managing, and Configuration Windows Operating System

Education and Training

CIS-Computer Network Management – ongoing

American River College - Sacramento, CA

Master of Computer Information System - 2014

University of Jordan - Amman, Jordan

Bachelor of Computer Science - 2010

Baghdad University - Iraq

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