Mohamed El Aouad

**** ** ********** ** *********, Fl 32934 adr22q@r.postjobfree.com 754-***-****

System-Network Desktop Administrator, SR IT Professional.

“Experienced, and detail oriented in systems administrator and Desktop II, role to configure, troubleshoot and maintain the IT infrastructure. Provided training to new and existing employees as needed.”

Ability to communicate and interact with both technical and non-technical customers

Excellent verbal and written communication skills, Detail oriented professional.

Demonstrated strong analytical skills with the ability to multitask. Strong customer service experience in a corporate environment

Ability and willingness to learn new technologies. Created online documentation and trained employees to resolve day to day issues

Ability to walk, bend and lift equipment up to 50 pounds and perform Physical duties of connecting computer equipment

Ability to do in-depth research and troubleshooting for complex technical issues

Highlight of Accomplishments

Developed and implemented preventative maintenance plans that improved operational effectiveness by 35%.

Met client SLAs and lowered business function cost down by 30% and averaged 16 accounts per week.

Responsible for mobile processing training when released or updated

Expertise earned of more 10 years on Desktop –end user, POS and Ecommerce (along with their PCI compliance and regulation).

Team Player, detailed oriented I thrive in a fast paced environment and am willing to jump and help out when needed.

Minimum 5 years of experience with Network support & troubleshooting.

Minimum 5 years of experience with OS level support for Windows and Linux servers.

Minimum 5 years of experience leading a team of at least 2 resources.

Deployment on new and existing client Reimaging with MDT

Replaced and configured desktop computer systems and peripherals that fail to meet minmum hardware requirements or are non-functional

Managed users and computers in Active directory. Assist with group policies. Experience supporting both MAC & Windows OS, Microsoft Office, smart phones, Audio Video/Video Conference equipment, printers and the following PC hardware manufactures: Apple & HP.

Office 365 and Skype for Business/Skype Room Systems Troubleshooting

Install Dell servers, switches. Assisted in building server rooms and replacing defective devices.

Minimum 5 years of experience in working with customers/end users and providing hands on technical support. All Desktop level II break-fix

Ability to operate and communicate effectively while under pressure is essential

Technical Skills

OS Microsoft Windows Products including up to windows server 2016. UNIX, Linux and MacOs

Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements

Restoration and migration of user data

Shipping, receiving and disposal of IT equipment . Ticketing System ServiceNow and remedy.

Smart Hands support to assist other support groups such as networking, server and telecommunication teams

Printer and peripheral device support

Mobile device support

Hardware Desktops, Servers, Laptops, Mac, Printers, Projectors, Mobile devices and Display Projectors.

Perform ongoing performance tuning, hardware upgrades, and resource optimization as required. Configure CPU, memory, and disk partitions as required.

Software Ms Office suite, ITAM, Remedy Client System Engineering,Cloud 365. Database tools ( SQL oracle, DB2), ticketing and CRMs. Sales Force, Service now.

Professional Experience

DHL- Express (Contractor) : Sr Support Analyst January 2022 - current

Job Description:

Strong experience within IT/Systems Support and Troubleshooting Devices

Office 365 experience

Experience with either Mobile iOS or Android devices is required (mobile or tablet)

Desktop (Windows 10 based) troubleshooting

Experience configuring devices (computers, tablets, mobile, etc.)

Experience loading software/apps onto devices and wiping devices

Experience in troubleshooting and fixes (hands-on and remote), in addition to deployment of applications to handheld devices

Experience leveraging an MDM solution MOBICONTROL (preferably SOTI, AirWatch, or InTune).

Knowledge of XML, VB/Powershell scripting and C is preferred. Knowledge of Linux, Android OS, Windows, and Remote Desktop

Knowledge with Ticket Management systems (Service Now,SNOW, Remedy, etc.)

Day to Day: Helping the company to deploy mobile devices/tablet devices that are being pushed out into the field. They will also we helping with other Mobility requirements and re-imaging requests. Assisting with remote and onsite software support and onsite hardware support. They will be logging the tablets being sent out and returned for repairs. They will be helping to configure the devices, wipe the tablets, load software onto the tablets, and understand how to download apps onto iOS and Android platforms. They will need to assist with troubleshooting and solving technical issues for customers/clients. The company currently requires Desktop (Windows 10 based) & Mobility (Android) troubleshooting. They will need to make decisions quickly and escalate user issues identified through troubleshooting for higher levels of complexity. Helps with the overall coordination, status reporting, and stability of IT Mobile Devices (with special focus on device applications which support business functions), ensuring that deployment goals and objectives are met within agreed upon time, scope, and resource requirements. Manages deployment of applications/software, testing/repair support. Develops and executes project management plans that incorporate the following components: time, cost, scope, quality, communications, and risk. Device Managers are responsible for the delivery of consistently successful, individual project outcomes.

Broward County - SOE (Contractor) IT Team lead October - December 2021

As a Senior IT tech admin. This is where politics and IT work in parallel. Extensive detail and no room for mistakes.Responsible for installing a government proprietary voting systems with high network security. Producing Ballot templates accordingly with precinct candidates and demographic. Troubleshooting EVID software and update accordingly to election schema. Duties and projects include creating tactical strategic plans for voting sites diagrams with sagety cabling and linking all voting systems. Work is reviewed by an administrative or professional superior through consultations and evaluation of program results. Maintain ongoing awareness of information security, vulnerability, and threats to support organizational risk management decisions. Stay current with IT practices and new technologies.

NOVA South Eastern University : (Contractor) IT Support August – September2021

This was a 2 month up to speed project that covered a massive upgrade on laptops, phones, and desktops. The project fully implemented data migration at all faculty levels in south Florida and Jacksonville. We had to deal with technical difficulties and high end users and diplomacy.

UPS (Contractor) : Technical Support Group January- July 2021

Provides support activities in an assigned area. Performs equipment exchange and recording inventory controls, software installations and program updates, troubleshooting and problem resolution on computer and Telecommunication systems. Train users on supported software and hardware with understanding of technology from a user perspective as well as technical perspective. Respect usage of Priority and severity of ticketing system ServiceNow, support UPS Small Package, Freight and SCS locations to supporting UPS technology infrastructure. Imaging clients with MDT and COSMIC. Proficient/Advance skills in Microsoft Office Access, Word, Excel and Outlook.Strong communication (both verbal and written), problem solving, and decision making skills. Ability to work with minimal supervision. Highly organized and detail oriented; ability to prioritize daily tasks. ISHIP and Proprietary POS system, including install, troubleshooting and configuration.

Desktop/Laptop: Antivirus, Basic Troubleshooting, Firmware Upgrades, Imaging (MDT/WDS)

Microsoft Stack: Active Directory, Office 365, Powershell, Windows

Google Drive, Firefox and web browser administration.

Maintaining complicated proprietary scanning and label printing systems. GSS, NGSS SPA. Bullfrog

All in one, system windows and cisco environments maintenance and installation.

Broward County SOE (supervisor of Elections) – Contractor January – December 2020

As an IT specialist I am in charge of configuring, installing and deploying government in house software and hardware designed and developed for 2020 early voting and presidential elections. No room for mistakes.

Hardware and software includes EVIDS, DS 200, Express Voter, BOD, and digital phones.

FPL Next Era Energy ( Contractor) January – November 2019

As a LAN administrator, I handle all escalated tickets coming from level1 Help Desk onsite. I am assigned 15 power generation and office sites around Palm Beach County.

All end user issues software and hardware. System Administration and network administration.

Deployment with MDT, server access with Active directory and group policy

Network access troubleshooting. MDM- SOTI on mobile devices. Getac Truck computers.

Web and server based software used by transmission and nuclear engineering team.

Security patches and asset compliance with infosec

North Broward County Prison (Contractor) June- August- 2018

Participated in a government project to re-engineer the main IT infrastructure onsite for the medical department of Broward Jail including new Network and system infrastructure.

Administered user accounts in Active Directory and testing

Resolved different technical problems ranging from PCs to IP Printers.

IFSF Middle School : Teacher, Network Admin, Sunrise FL June, 2016 - June-2018

Cisco Networking Administration. Hardware & Software Install, maintain and troubleshoot

Desktop and Laptop Inventory and utilization policy.

IP Routing, BGP OSPF RIP

WLan, LAN, Access Point install and configuration.

Windows NT Server 2012 Administration

Active Directory, DNS, DHCP Administration

Wells Fargo Bank: Sr IT Field Consultant, Ft Lauderdale FL Feb-2011 to May-2016

Recruited and given overall responsibility to support the Florida Sales Region consisting of 40+ outside Sales Consultants .Responsible for pre-and-post- implementation support for new merchants’ POS. Clover and all hardware and software Installs along with remote and onsite training.

Recognized as a Senior Technical Consultant / Sales Engineer by internal partners, customers and vendors to identify and ensure appropriate design of solution and resolution of issues.

Ecommerce, PCI DSS Compliance and Web developing Interface.

Clover POS Android Based and, all based VeriFone wireless and broadband terminal products

First Data Advanced Product Solution Analyst, Hagerstown MD Sep-2002 to Feb 2011

Provide best solution for new emerging businesses on card Processing hardware and software

Troubleshoot Networking and Communication problems

Install / program Wireless equipment thru Apriva (AT&T,Tmobile) carrier system.

Troubleshoot hardware & Software as Help Desk associate. Call Center.

Download last Technology on broadband Credit Card machines and troubleshoot them

Team Lead and Floor Walker in PC Tech department, level 2 relationship management.

Reset User ACCOUNT ECOMMERCE

Certifications of Completion

CompTIA A+ . ComTIA Network+.Windows10.Installing and Configuring Windows Server 2012.Administering Windows Server 2012.Configuring Advance Windows Server 2012.

Education

Harrisburg University of Science & technology - Harrisburg, PA 2012

Master Degree: Information Systems Engineering & Management - GPA 3.75

International Languages Arabic, French and Spanish

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