Majid Hilali

Email- adhxko@r.postjobfree.com

Tell- 206-***-****

Seattle WA 98056

● IT specialist with 12+ years of professional experience.

● 6 years of experience with automating routine tasks and operations (Active Directory, Exchange, SCCM, JAMF - Lync/Skype, Office 365) Also Google Cloud & Gsuit experience.

● Installing and configuring hardware and software components to ensure usability.

● Have 12 years of experience hardware & software troubleshooting.

● Perform hardware and software installations, configurations and updates as needed

● Troubleshooting and repairing laptops, desktops and network issues DNS, DHCP, TCP/IP. Supporting Win OS & Mac OS.

● 12 Years’ experience of Windows server 2003, 2008 & 2012.

● 12 Years’ experience of Ticketing system (Remedy, HP serves desk and CRM) Ticketing System administration.

● Examining materials received, verifying parts numbers and checking discrepancies such as damaged or unmarked parts.

● Performing post imaging tasks such as renaming and joining the system to a domain.

● Documents customer interactions using ITIL & ITSM ticketing system, including details of inquiries, complaints, comments, and actions taken.

● Strong customer support ethic & Communication Skills, Attention to Detail & Analytical Thinker.

● (Remedy, Service Desk and Service Now).

● IOS & Windows Mobile application development.

● Computer vision and Certified (HP, Dell Lenovo and MacBook). Education

● Bachelor’s in Computer Engineering, ITT Technical Institute-Seattle,2015 – 2017

● Bachelor’s in Hardware Engineering, University of Baghdad, 2004 – 2008 Certifications:

● Microsoft Azure 2020.

● Microsoft 365 2019.

● Microsoft Win10 Support training 2016.

● Microsoft Skype EA Commination training 2018 & 2019 – Certified by Microsoft company.

● Dell Tech knowledge 2017 – 2018 – 2019.

● Lenovo IT Tech training 2018 – 2019.

● HP IT Tech Knowledge base 2016-2017-2018-2019.

● Apple IT training 2018 – 2019.

● MacOS imaging training 2018 -2019.

● Federal IT System 2018 – 2019.

● Federal IT security System 2019.

● Boeing IT system 2018.

● Boeing Security System 2018.

● Active Directory Certification 2016-2018 -2019.

● SCCM Imaging Training 2018.

● Windows Imaging 2016-2019.

● Mobility – AirWatch care 2019.

● Azure Cloud training course 2018-2019.

● VM training 2018.

Mindtree LTD

March 2020 – Oct 2020 IT Azure Support Engineer II (Temporary Contract)

• Scope a customer’s issue by collecting the relevant facts and investigate the problem by doing your own research and by involving other teams as needed.

• Consult and collaborate with your immediate peers or colleagues around the world and with management and engineering to resolve service issues.

• Act internally as a customer advocate.

• Professional Skype V & V configurations, policies, and routing over a complex WAN Establishment

(Media Gateways, VoIP, H.323, QoS), video and mobility.

• Empower customers to find information, self-solve when they decide to, and learn more about Microsoft products, services and support.

• Knowledge of MS Windows Server 2012 & 2016 and Microsoft clusters & Advise customers on how to gain additional value from their Microsoft products.

• Document your technical work and research to help your colleagues, improve the product, and improve the support experience.

• Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectation.

• Knowledge of Azure MFA and experience in configuring ADFS 2016 Azure MFA Adapter.

• Co-coordinating with client/users for providing acceptable solutions to the issues, queries raised by business users within predefined stringent SLAs and giving solutions to users.

• Involving in preparing Status Reporting, Handling Escalations. Willingness to learn new technologies. Bill & Melinda Gates Foundation

Sep 2019 – Feb 2020 IT Support Engineer II (Contract)

● Installing and configuring hardware and software components to ensure usability.

● Experience with automating routine tasks and operations (networking concepts such as DNS, DHCP, Email, HTTP, SSL/TLS, and TCP/IP).

● Troubleshooting hardware and software issues.

● Support Mobile Device Management.

● Repairing or replacing damaged hardware.

● Upgrading the entire system to enable compatible software on all computers.

● Installing and upgrading anti-virus software to ensure security at the user level.

● Performing tests and evaluations on new software and hardware.

● Providing support to users and being the first point of contact for error reporting.

● Establishing good relationships with all departments and colleagues.

● Conducting daily backup operations.

● Managing technical documentation.

● Following the ticket by using the Ticketing system (Service Now). Expedia Group Jun 19 – Sep 19 2019 Information Technology Support Engineer I (Contract)

● Provide technical assistance with computer hardware and software

● Experience with automating routine tasks and operations (crontab, launched, Bash, Python)

● Resolve issues for staff via phone, in person, or electronically.

● Log bugs and enhancement request.

● Perform hardware and software installations, configurations and updates as needed.

● Create and maintain tips and tricks solutions for online database and web site.

● Provide introductory on-line & classroom training for company products.

● Resolve technical issues in a timely manner using available resources within the company build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop. Infrastructure, in accordance with department standards. Provides advice and guidance to colleagues regarding incidents.

● Ticketing system (Remedy, Jira & Service Now).

Federal Aviation Administration

Oct 18 2018– Jun 19 2019 IT Specialist III (Contract)

● Provide technical assistance with computer hardware and software

● Experience managing Enablon, BIOVIA CIS Pro, and or Site hawk Communicator.

● Perform hardware and software installations, configurations and updates as needed.

● Create and maintain tips and tricks solutions for online database and web site.

● Provide introductory on-line & classroom training for company products.

● Resolve technical issues in a timely manner using available resources within the company.

● Ensuring product quality and availability. Preparing and presenting employee reviews.

● Working closely with the store manager to lead staff. Overseeing retail inventory.

● Assisting customers whenever necessary. Organizing employee schedule.

● Ensuring that health, safety, and security rules are followed. Taking disciplinary action when necessary.

● Ensuring a consistent standard of customer service. Motivating employees and ensuring a focus on the IT mission. Maintaining merchandise and a visual plan.

● Maintaining IT hardware to standards, including stocking.

● Completing tasks assigned by the general manager accurately and efficiently. Supporting IT manager as needed.

● Ticketing system (Remedy & Jira).

Boeing Company

Feb 18 – Oct 18 2018 IT Support Specialist Tier III (Contract)

● Provide Tier II hardware Engineer and software support for remote and internal employees through email and phone.

● Follow standard operating procedures, and revise documentation as needed.

● Support mobile device issues and configuration including iPhones, iPads and tablets.

● Remotely support hardware failures, operating system and application problems and network connectivity.

● Remotely install software and patches.

● Create work orders in a helpdesk system, and dispatch work orders to other specialists and groups.

● Update inventory records for end users, hardware and software.

● Monitor, diagnose, repair and run preventative maintenance on computers.

● Remote customer training.

● Basic user account management.

● Active Directory maintenance and Exchange 2007 & 2010.

● Computer hardware, printers, scanners, computer peripherals.

● Mobile devices (Apple products).

● Connectivity - Ethernet, TCP/IP, VPN, remote tools such as GoToAssist and WebEx.

● Strong customer service and troubleshooting skills.

● Ability to communicate technical information, both verbal and written, to a wide range of end-users. Microsoft Access Support Team – PCG

Jan 15 2014– Jan 18 2018 IT Specialist II (Long Term Contract)

● Troubleshooting, help desk system support, find solution and fix issues, developing and remote the software & Hardware.

● Engaged across IT departments to identify and collaborate on software tracking and spend.

● Utilized web & software development tools and Instruments to develop, test, debug, and deploy quality software & Hardware

● Research, deploy, and test computer systems and components such as processors, circuit boards, memory devices, networks, and routers.

● Follow the ticketing system KBA and troubleshoot the issues for the customers. Software licensing audits, analyze results and provide corrective action plans to senor mgt.

● Evaluate dictionary content for words coverage and quality & Familiarity with data and statistics.

● Support the entire application lifecycle (concept, design, test, release and support).

● Produce fully functional mobile applications writing clean code. · Gather specific requirements and suggest solutions.

● Troubleshoot and debug to optimize performance for Computers and find solutions.

● Liaise with Product development team to plan new features.

● Ensure new and legacy applications meet quality standards.

● Research and suggest new mobile products, applications and protocols

Contact this candidate