Post Job Free


Sign in

Customer Service Help Desk

Centreville, VA
September 20, 2023

Contact this candidate



Hussein Al-Rehaief

Contact: 703-***-****

Herndon, VA 20121 United States Open to Relocation Fully Work Authorized No Visa Sponsorship Required US Citizen Clean Driving License PROFESSIONAL SUMMARY:

Highly motivated and skilled Sr. Desktop Support Engineer with over 5 years of experience in IT, providing exceptional technical assistance to end-users. Proficient in troubleshooting hardware, software, and network issues to ensure seamless operations. Seeking to leverage my expertise to contribute to the success of Airbus North America as their Sr. Desktop Support Engineer. TECHNICAL KEY SKILLS:

IT Helpdesk Support “Windows 7, 10, 11, Desktop, Laptop, Mac OS, Mobile Devices (Apple and Android), Network and Share Drive, Installation, Configuration and Troubleshooting, Backup and Recovery and disaster recovery plan Customer Service skills, Imaging, Deployment, WDS, SCCM, Intune and bash scripting and updating, Chrome book, Zbook, Lenovo, Acer, HP, Dell, Xerox, Canon Image Runner, Sharp, Managing, Maintaining, Deployment, AirWatch, MDM, Intelligent Hub, OneLogin Protect, Lookout for work, Zoom, Cisco Webex, Ms. Teams, Linux and Kali Linux, VTC Telecommunication Crestron, click share and cisco touch 10, Nec, Epson and Christie projectors, Office 365 Administration and Microsoft Exchange, UTP, STP Cat 5e& Cat 6 Cable Management and Installation and Configuration, Disk Imaging, Data Recovery and Data Protection ADDS, DNS, DHCP, WDS and SQL Server Installation and Configuration, Citrix, Cisco AnyConnect VPN Access Point, Cisco and Dell, Routers and Switches Chrome, Installation and Configuration and Disk Imaging. MFG printer, hand and feet, thin client, telephony, Ticketing System, ServiceNow, Assets Management Quality Assurance & many more. PROFESSIONAL EXPERIENCE:


Sr. Desktop Support Engineer (Full Time – Onsite) Oct 2022 to Present

Install, Configure, Maintenance and Troubleshoot Hardware, Software, Network, Wired and Wireless Internet Connectivity, Cisco AnyConnect VPN Secure Mobility Client VPN issues, Google Suites, Cisco IP Phone, Cisco Jabber as Softphone, Cisco Telepresence Touch 10, VTC for Video Teleconferencing, VMWare AirWatch for MDM (Mobile Device Management both Apple phone and Android phones, Apple TV, Sharp TV and LG TV for Presentation, Crestron Video Conferencing Technology, projectors and Clickshare for screen sharing. Participating in HR Meeting and Team Meetings and supporting and covering as friendly and professional when they need my help.

Assign, update, resolve, transfer & closing the ticket after completing the incident, task or RITM

(Request IT) in ServiceNow and Jira

Provide IT Support to all end Users and VIP / Executive onsite and remotely via phone or remotely using SCCM Remote Control (Configuration Manager Remote Control) onsite and remotely to VIP / Executive Users and all other users,

Install, Configure, Maintenance and Troubleshoot Hardware, Software, Network, Wired and Wireless Internet Connectivity,

Cisco AnyConnect VPN Secure Mobility Client VPN issues, Google Suites, Cisco IP Phone, Cisco Jabber as Softphone, Cisco Telepresence Touch 10, VTC for Video Teleconferencing, VMWare AirWatch for MDM

(Mobile Device Management both Apple phone Android phones, Apple TV, Sharp and LG

Windows Deployment and re-imaging the devices using SCCM, Supporting Google Workspace (G-Suits) users and Microsoft Office users

Using Cisco Jabber and Cisco IP Phones for internal communication supporting users remotely and onsite. AirWatch, MDM, Intelligent Hub, OneLogin Protect, Lookout for work, Zoom, Cisco Webex, MS Teams, VTC Telecommunication Crestron, click share and cisco touch 10, Nec, Epson and Christie projectors

Assign, update, resolve transfer and closing the ticket after completing the task using Service Now

I am imaging (windows deployment) the new computers as it come up and started the refresh project to replace the old laptop EliteBook 830 G5, G6 and G7 which are expired and replaced it the new EliteBook 830 G8 and G9 and still we are deploying more 300+ laptops and completing the refresh project as soon as possible.

Hardware and Software Inventory using asset management portal on the snow (service now)

Troubleshooting Netskope issue and packet capturing and logs to network teams to fix the issue

Installing and Deploying Kali Linux operating system for testing purpose for networking engineers

Using AirWatch and MDM for configuring, securing and enforcing policies and pushing update on smartphones and Tablets

Wired and Wireless Internet Troubleshooting and using Networking Protocol (TCP/IP, DNS and DHCP)

Enabling Local Administrator Account and resetting Password Local Administrator Account

Domain users account and groups managements, creating and resetting passwords, enabling and disabling users and computers using Active Directory, mapping shared drives, setup and reset and recovery bit locker key and removing unrecoverable or

corrupted bit locker's computers or hard drives to make it workable, replacing faulty or low-capacity SSD drives, ram, keyboard, LCD Screen and swollen batteries.

I worked in the Herndon space reimagination project to e-waste as much as possible and then update the hardware inventory for assets management in service now and change the status from pending disposal, retired, in stock into disposal.

Setup dual monitors and 3 monitors via docking station using different types of cables configuration, cable management and connectors

Installing local printers, mapping network printers (xerox and canon printers) from printer server or by using TCP/IP Adding users to printer’s address book and troubleshooting Google Meet (Gmeet) for external, Internal communication and video Interview and conferences

Installing, uninstalling, re-installing and troubleshooting Cisco VPN, Acrobat PDF, Office Application, Antivirus and special purpose Airbus Applications using Software Center, PC Services and traditionally.

Fixing Microphones mute issue, buzzing noise, speakers' sound issues when the user can’t hear the participants, or the participants can’t hear the user, video calling issue from sound setting, control panel and browsers / Jabber and Teams settings

Following up for the onboarding and offboarding tickets on Jira and Service Now

Creating shipping labels and shipping user's laptop and IT equipment's to users and receiving laptops and packages from Mail Room

Racking, staking, adding and Installing 13 HPE Servers (4 ProLiant DL385 Servers and 9 HPE ProLiant DL325 Servers) in Airbus Data Center which is located at Ashburn, VA

Knowledge Transfers, Team Building and I have trained 3 newly hired Technicians in 2023 and I have trained a new tech for Executive VIP support who joined the company on 16th 2023.

Perform any others which are assigned by supervisor and senior and working later hours and after hours as needed.


IT Help Desk Admin (Full Time - On-Site) Mar 2022 - Dec 2022

Providing IT Service Technical Support onsite and remotely via Microsoft Team and IBM BigFix remote session.

Installing, configuring, reimaging, windows deployments, troubleshooting, updating, patching and deploying updates, Bios Update, User Profiles, Bit lockers and many more.

Provide basic to complex technical troubleshooting, including support with Quicken and QuickBooks software on PC and/or MAC computers. • Using latest and greatest software as IBM BigFix Support Center, HCL IBM BigFix Remote Session, Microsoft Team for Internal, ServiceNow for ticketing systems, Microsoft Office 365, OneDrive and SharePoint and Microsoft Business Dynamics, Slack is an instant messaging program

Provide IT Customer Service and Respond to all IT requests, IT related issues/questions or concerns via Cisco IP Phone, IM, Mobile Phone or email.

Perform diagnostics and troubleshooting of hardware, software, networking, and issues and Perform server builds, installs and security lockdowns Support, troubleshoot and resolve IT related technical issues such as hardware, software, network, printers, scanner, copiers, webcam, cables, docking stations, monitors and PIV Smart Cards, MiFi, switches and backup and restore user's data to and from User’s Shared drive.

Users Accounts and Groups, Group policy, enabling and disabling user accounts on Active Directory, granting permission to users, and groups, folders, Cisco AnyConnect VPN, McAfee Endpoint Security, mapping shared drive to users and groups accordingly to their right permissions and Perform password resets and unlocks users accounts.

Diagnosed and resolved customer issues regarding the Progress' database and client products running on Windows.

Performed pre-configured installation of Windows 7 and Windows 10 packages on new and reassigned computer systems

New Computer Setup, replacing, swapping Computer parts such as SATA HDD, SSD, RAM, Smart Card and docking station etc.

Install Microsoft Office365, Microsoft Power Bi, Microsoft Power Automation, Tableau, Toad for Oracle Desktop,

Adobe Acrobat Pro DC, Adobe Captivate, Microsoft Project, Microsoft Visio, SAS Add-In for Microsoft Office, Slack, NodeJS, Notepad++, Cisco Softphone, Grammarly, Drivers, and installing PKI, PFX, Microsoft SQL Server Management Studio, R Studio, IBM Enterprise Asset Management (EAWM) Maximo Application and Microsoft Business Dynamics and Teams, WebEx and Zoom, Phyton, Anaconda, Dragon Software, Active ID/Client Agent and many more from Software Center and Manually

Helping users with active directory, cyber security assessment, helping my team to managing, mapping, and assisting with framework Working on risk management with other team to perform the best result of work and responds to trouble tickets to resolve/engineer user problems

Support and Maintain PC hardware parts and take physical inventory of Loaner PCs when assigned and return to or from users

Managing, maintaining, and troubleshooting all hardware and software, workstations, and peripherals and all associated operating

Systems and application for users, Wired/Wireless Network/Internet Connectivity, Virus & Malware removal, password reset and exemptions

Setup computers and peripheral devices on users’ workstations, Acer, sonic view monitors, decommissioned and disposed old computers and other IT Equipment, and Publishing Certificates, Bit Locker, Email encryption for security and many more.

Closing the tickets as Incident and Request after completing and resolving the problem and opening new tickets for requesting computers and software and other IT Equipements for our customers, adding notes and comments to tickets when updating and closing the tickets.

Maintain and post daily event calendar and Monitor Help Desk mailbox. (Tier-I support) and maintains collection of technical publications pertaining to state-of-the-art hardware and software products and other materials and assists groups or individuals in locating and obtaining materials

Requesting Computers and other IT Equipements for user if damaged or unrepairable according to company

procedure and using form for requesting PC with Parts and disposing a damaged or unrepairable computer with parts etc.

Supporting telework users when they have issues with remote desktop and Citrix Workspace remote access, setting up 2 to 4 LCDs/Monitors and joining and removing workstations to the domain

Teamworking, supporting, covering my teammates as they needed to support the customers and achieve the

company goal, Provide support, problem analysis, and hardware and software installation and configuration

Provide phone, remote, and desk-side technical support to users in the areas of e-mail, directories, standard MS Windows desktop applications, and network connectivity include configuration of systems, communications devices, and peripheral equipment, Correct and restore user PC workstations to operational status, Provide desk-side training and technical assistance as needed and deploy task sequences, OS images, driver packs, compliance rules, and edit or create collections

Working closely with executive VIP users and quick responding and supporting them by fixing their IT related Issues

Following the IT Policy and Procedure accordingly when installing & updating software, Bios remediation etc.

Able to plan, direct, or carry out special projects involving Help Desk (TierI/II) promotion activity as needed.

Performs a variety of clerical and administrative duties pertinent to Help Desk and Performing any other tasks or assignments as assign by my supervisor, team lead and senior or Chief of Desktop Operations ROOSTER CENTER, HERNDON, VA

Product Manager April (OnCall) 2015 – March 2022

Overseeing all operations and performance of an organization, business unit, or products and out scope and in scope

Develop and implement the organization's long-term strategies and objectives in alignment with the company's mission and vision

Analyzing market trends, identifying growth opportunities, and creating plans to achieve business goals

Oversee budgeting and financial planning processes, ensuring that financial targets are met, and resources are allocated effectively.

Financial Management, monitor financial performance and make data-driven decisions to optimize profitability.

Coordinate activities between different teams to foster collaboration and achieve operational excellence

Responsible for leading and guiding their team towards achieving organizational goals

Provide direction, motivation, and support to team members

Maintain a strong focus on customer satisfaction and service quality

Implement strategies to enhance the customer experience and build long-term relationships with clients.

Assess and manage potential risks to the organization, including regulatory compliance, legal issues, and operational challenges

Create a product roadmap outlining the product's future development and enhancement plans. Prioritize features and functionalities based on customer feedback, market trends, and business objectives and leadership, maintaining effective communication to manage diverse teams IT WORLDTEK, ASHBURN, VA

IT Help Desk Technician (Part-time) July 2017 – 2019

Providing IT Service Support, Install, configure & troubleshoot Laptop, Desktop Computers, Printers, Scanner, Photocopiers, UPS, Webcam, Shared Drive, Cables, Mobile & Tablets devices, Severs, Network & Security Appliances “Firewall” & Tagging as Labeling

Using latest and greatest software as Microsoft Team for internal and external communication, ticketing systems, Microsoft Office 365 accounts (users and password etc.), Log Me in rescue, Data backup and many IT related tools

Provide IT customer service and support for IT related issues, such as Application Software, Windows 7 and 10 Desktop and Laptop of all the IT Equipment “computer hardware, software, network, printers, scanners, copier, access points, switches, routers and” and Backup and Restore user's data via support tickets remotely and onsite when necessary.

New Computer Setup, Cabling, and cable management, Replacing, swapping Computer parts as SATA HDD, SSD, RAM, Graphic Card & etc.

Office 365 setup and support and Maintain PC hardware and parts inventory and take physical inventory of all PC equipment as required

Managing, maintaining, and troubleshooting all the computer systems, hardware, software and peripherals and all associated operating

Systems and application for users, Create, establish & configure Wired/Wireless Network/Internet Connection, Virus & Malware removal

Setup computers and peripheral devices on users’ workstations, decommissioned and disposed old computers and other IT Equipements

Respond to all IT requests via phone, email and Provide technical IT support via phone, remotely or in person when required.

Performed risk analyses to identify appropriate security countermeasures, determine and implement solutions.

Imaging and Windows Deployment and Installing and updating of Antivirus, Scanning, Removing Virus from Laptop and Desktop Computers

Monitor network packets utilizing Wireshark to find malicious indicators, perform Tier-1 incident response services to government customers

Utilize Service Now (ticketing system) for incident investigations, responsible for providing technical assistance and support related to computer systems, hardware, or software, respond to queries, runs diagnostic programs.

Performed any other tasks or assignment assign by supervisor, team lead or manager ENGINEERING CONSULTANTS GROUP - Ashburn, VA

VA Quality Assurance Analyst, Jan 2013–May 2017

Collaborated with developers and product owners to stay current on product features and functionality extensively experienced in developing, managing, and executing Test Plans.

Created Test Plans for Software Programs and carried out Test Plans fully.

Created manual Test Cases from project requirements and use cases.

Tested web services, business logic and enterprise integrations.

Managed testing process using HP ALM/Quality Center.


Physician Medical Assistant Sept 2008–Jan 2013

Promoted and maintained patient health by providing medical services under the supervision of a Physician.

Contributed to a physician’s efficiency by identifying short-term and long-range patient care.

Implemented physician directives and assessed patient health by interviewing patients.

Assisting physical examination obtaining, updating, and studying medical histories. EDUCATION:


Information System Technology 2016


Cyber Security and Network Security 2019


Web Application Development Enterprise Portal Development Web Design 2015


Associate of Science: Physician Assistant 2012

Baghdad University, Nasser, IRAQ

Bachelor of Science Nursing 2007 B


Certified Ethical Hacker CEH V10 Certified, CompTIA Security+ sy0-501, HP QTP/UFT SQL/PL SDLC and ALM. Network Security. Additional Training and skill sets: MS Windows and Office Suite OS configuration (Windows, Linux), Server Configuration and Management, Scripts / Scripting Validation, VB / VBScript, QTP/UFT Testing, Network & Security Quality Assessment, Scanning, Software Development Life Cycle.

Contact this candidate