Hassan Abbiss

586-***-**** adygzh@r.postjobfree.com Sterling Heights, Michigan 48310

SUMMARY

Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing 12 years of experience in technology.

SKILLS

Troubleshooting and Diagnostics

Cloud-based Solutions Support in Dassault Systems & Siemens PLM Expertise

Dassault Systems (CAD,Catia,DSLS,3DS,DSLS / Siemens (NX Cad, SPLM, Team Center Caliboration) Expertise

Support Services

Technical Assistance

Debugging

Application Installations

Call Management

Technical Background

Customer Relationship Management

Application Support

Network+ Certification

Online Chat Support

Software Patches

Computer Diagnostics

Software Upgrades

LAN and WAN Assessment

Multitasking and Prioritization

Highly Professional

Problem-Solving

Analytical and Methodical

Microsoft Windows and Office

Troubleshooting Network Issues

EXPERIENCE

Cloud Support IT Specialist, ANX/Opentext, June 2016-May 2023

Sterling Heights, Michigan

Identified and resolved issues to maintain connectivity and minimize downtime.

Responded to user inquiries about hardware and software, explaining features and resolving questions.

Documented customer interactions and contact information into company database.

Maintained up-to-date knowledge of software and technical developments through reading and training.

Utilized enterprise desktop management tools to remotely assist others and deploy software.

Monitored and troubleshot IT infrastructure for operating issues, identifying failures and degradation.

Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

Documented repair processes and helped streamline procedures for future technical support actions.

Managed antivirus in enterprise environment, responding to queries and assisting with installation.

Updated software versions with patches and new installations to close security loopholes and protect users.

Answered user inquiries to resolve computer software or hardware operation problems.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.

Evaluated software or hardware to recommend improvements or upgrades.

Maintained audit trail and statistical records of problems and conditions reported by client.

Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.

Level 2 Technical Support Representative, ANX Inc, January 2014-May 2016

Southfield, MI

Replied to customer queries via email, messaging systems and support ticket platforms.

Provided support via remote desktop software, diagnosing customer issues over private and public networks.

Collaborated with teams to solve technical customer problems across product suites.

Updated software versions with patches and new installations to close security loopholes and protect users.

Collaborated with vendors and developers to resolve complex technical issues and recurrent faults.

Analyzed network traffic using industry-standard tools to diagnose application stability and performance issues.

Evaluated existing security architecture and protocols for risk of vulnerability and recommended improved tools and protocols to management.

Reviewed security audits to bring awareness to security problems and issues.

Identified opportunities to improve network, application and cloud security through implementation of secure frameworks.

Established procedures for controlling remote access to network facilities and components.

Leveraged subject matter expertise on PCI trends in privacy and security to counsel management on best practices.

Monitored systems for indications of threats, security breaches or intrusions.

Monitored system upgrades, patches and new configurations.

Managed employee access, security roles and permissions.

Worked closely with end users to solve problems related to hardware and software.

EDUCATION AND TRAINING

Bachelor of Science

Information System & Cyberspace Security, ITT Technical Institute -, Troy, MI June 2016

Highest Honors Graduate

Dean's List

Associate of Science

Network System Administrator, ITT Technical Institute, Troy, MI June 2014

Graduated / Highest Honors

Dean's List

Associate of Applied Science

Business Administration, Baker College, Clinton Township, MI May 2004

Graduated w/Honors

LANGUAGES

Arabic:

Limited

CERTIFICATIONS

Certified FortiGate II FNSP, Fortinet -

Fortinet Certified Network Security Administrator

PCI Awareness Certificate

Dassault Technical Customer Support

Contact this candidate