Desktop Support Computer Technician

Y A H I A A S S A L I

***********@*****.** 713-***-****

PROFILE

Hard-working recent college graduate with an Associate in Applied Science in Cyber Security with over 5 years of work experience. Aiming to leverage academic experience and a proven knowledge of desktop technology, network administration, and network setup/installation to successfully fill any Computer Networking Administrator / Cyber Security Analyst role at your company. Proficient in Microsoft Office Suite, Excel, and Visual Basic. Bilingual in English, French, and Arabic. Frequently praised by my peers as adaptable and reliable. E D U C A T I O N

2018 Houston Community College AAS in Cyber Security 2012 University of Douala Cisco CCNA Training

2009 Yaysib Computer Institute Computer Utilization and Maintenance W O R K E X P E R I E N C E

Jul 2022 Oct 2022 Snow Joe, LLC

IT Specialist

Create users account, Setup and Managing computers, printers, and the Network.

Handle and report all unresolve issues that first & second tier service center & desktop support is unable to resolve in person and mobile computing.

Plan and oversee daily activities of entry or immediate level team members and giving phone support

Troubleshoot hardware and software issues and connecting peripherals and assisted through mobile computing.

Maintain currency and high level of technical skill in field of expertise.

Contact software and hardware vendors to request manage services, regarding product performance issues.

Nov 2020 April 2022 Sutherland Global Services (Electric AI) Help Desk Technician Level 3,

Worked on tickets to assist more than 500 companies and corporates in the world with the computer, user accounts, and VPN issue.

Create and manage user account, and VPN account. Effectively provision, install/configured, maintained all end-user systems hardware and software.

Charged with Microsoft Windows Imaging, Modifying, making sure desktops and laptops work for users.

Performs Tier III troubleshooting and maintenance on laptops, desktops, tablets, computer peripherals (Printers, scanners etc.), mobile devices, etc. Jun 2019 Sep 2020 Sutherland Global Services Houston, Texas Help Desk Support, and Computer Networking Administrator in Houston

Image Deployment and reimage of user PCs and resolve hardware and software issues

Imaging the Machines for the new coming agents for all the Programs

Added the machines to the right OU, and installed all the Applications needed

Assisted the agents to login to the machines, and make sure that can access their applications and tool using mobile computing

Maintain up-to-date virus protection on the servers, desktops, and notebook computers; and plan and test rollout strategies

Assisted the user with VPN and others issue all over the world Worked on Tickets

Managed all the assets on the Main App Managed AD and SCCM Programs: Toyota Collection, and Admin AT&T, Visible Anthem Lending Club Fiserv, Healthfirst and HealthCare Interactions, PHH, Affirm

Remote Incident Management (RIM Team)

CloudSource Technical Support

Remote Desktop Management

Global Laptop Support System

Global Service Desk (GSD Team)

Centralize all processes related to IT management

Optimize resources through Remote Support and Automation Nov 2015 April 2019 Sheraton Suites Houston, TX

Help Desk Technician -Valet Associate

Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations

Diagnosed, troubleshoot, and resolved hardware, software, or other network and system

Provide information and direction to customers for accurate service and given desktop support

Provide guests Internet access and train for usage on the hotel computers .Managing the business center printer

Apr 2013 Sep 2013 Spiretek International Inc. (FOXCONN) Houston, TX NTFS and VGA Associate

Installed the OS in the Cisco servers

Installed the VGA program in the Cisco servers Confirmed servers boot properly Nov 2010 Feb 2013 Volcanet Telecom Douala, Littoral Computer Technician, and Computer Networking Administrator

Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications, troubleshoot/ repair video recording and wireless connectivity issues

Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations

Diagnosed, troubleshoot, and resolved hardware, software, or other network and system problems, and replace defective components when necessary

Recommended changes to improve systems and network configurations, and determined hardware or software requirements related to such changes

Document and track all installs/repairs and equipment

Travel to various locations to install and troubleshoot systems

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