Support Technician System Administrator

Esmat Bayat

***********@*****.***

703-***-****(Cell)

Objective:

Seeking for a challenging position as a System Administrator/helpdesk support technician, where I can provide technical supports in collaboration with all members of organization teams including IT and Engineering to achieve objectives. With my 5+ years of Windows desktop experience, which includes System Admin, Helpdesk, and AD, I can be a great asset to benefit my employer.

EMPLOYMENT HISTORY AND EXPERIENCE

Capital POS

IT Technician (OCT 2023- Present)

Works with customers with all levels of IT knowledge resolving issues, answering questions, and providing guidance,

Maintenance, repair, upgrades, enhancements, and configuration of hardware, software and OS in an inter-network environment

Works as part of a team as well as independently using IT skills and experience to resolve IT issues as quickly and accurately as possible.

Triage and troubleshooting tickets submitted.

TPG Tire II Support Jan 2023 to Oct 2023

Performs installations, upgrades, configuration, and troubleshooting of customer-specific hardware and software, and mobile devices

Provide instructions remotely to customers and support staff in the use of equipment and software

Possess the ability to complete multiple simultaneous tasks/projects in a timely manner

Document incident status and solutions using ticket tracking system (Service Now).

Efficiently escalate issues to higher tiers when needed

Prepare documentation for configuration changes at each site and supporting test reports.

Coordinate post installation operations and maintenance support.

Keep track of all hardware inventories and provide weekly reports on status of all Hardware inventory stock.

Diagnosing, troubleshooting and resolving hardware and software faults with MS devices, and escalating jobs to third parties where appropriate.

Familiar with Active Directory

How to add and give permission for a new user to a mail box, group email, distribution list in Office 365

Using Case Worthy application for adding/ deleting accounts and programs (Shelters)

Using Zendesk Application for writing comprehensive diagnostic details in tickets after troubleshooting and triage activities

System Technician (GDIT) Tier III Nov 2020 to Dec 2022

Provided a wide range of technical services with the utmost professionalism to users in a solution center setting

Maintenance, repair, upgrades, enhancements, and configuration of hardware, software and OS in an inter-network environment

Provided installation, maintenance, and troubleshooting support of information systems applications and related peripheral hardware

Updating data or re-imaging all types of thin and thick client computers.

Installation and Troubleshooting of Hard Drives, KVM Switches, Extron boxes, Media Converters, Video, and NIC Cards, Monitors, VTC, and Copy and Scanner Machines

Works as part of a team as well as independently using IT skills and experience to resolve IT and networking issues as quickly and accurately as possible

Ability to troubleshoot and resolve issues accurately, promptly, and to the user's satisfaction.

Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities

Enter and manage Help Desk tickets.

Enter and manage Micro Soft Service tickets (SCSM).

Provide VIP/executive level support and customer service

Help Desk Support and Team Lead for TSA Department (22nd Century Inc.)

JUN 2020 to NOV 2020

Provided a wide range of technical services with the utmost professionalism to users in a solution center setting

provided information and direction to users on how to gain access to IT services

Receive walk-in customer IT queries, documenting as much detail of issues as possible.

Troubleshoot and triage interaction and incident tickets, and document all troubleshooting diagnostics performed by the Solution Center before escalating incidents to the next tier level support.

Enter and manage Microsoft Service Manager (SCSM) tickets.

Give guidance to customers to resolve their issues and prevent recurrences of the issue to the best extent possible.

Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities, and assigning them to appropriate solver groups

Inform customers of their IT options and the associated benefits and limitations.

Provide expert technical support to customers having varying levels of computing skills.

Identify incident trends and escalate identified problems to supervisory personnel.

Works with walk-up customers to resolve IT issues and answer IT-related questions.

Ability to troubleshoot and resolve issues accurately, promptly, and to the user's satisfaction.

A + experience (building computers, hardware troubleshooting)

Mission Essential (MEP) FEB 2016 to JUN 2020

Provided general Dari & Pashto linguistic/ analytical support for military operations

Provided translation and cultural perspectives on critical communications of ideological significance within the area of interest

Translated clearly and accurately audio from Dari and Pashto to English

Expert ability to instruct and interact with small groups on data and information requirements and coordination tasks, Research and coordination for projects with advanced computer skills and web research expertise necessary to provide near real-time tactical intelligence at HAAF in Savannah, Georgia.

CWU

(17 AUG TO 27 FEB 2016)

Provided general Dari & Pashto linguistic/analytical support for military operations

Translated clearly and accurately audios from Dari and Pashto to English at HAAF in Savannah, Georgia

All World Language Consultants May 2007– August 2013

Linguist & Quality Control Specialist

Provided general Dari/ Farsi & Pashto linguistic support for military operations

Translated clearly and accurately Documents from English to Dari and Pashto and from Dari and Pashto to English

As a Quality Control (QC) edited and oversaw other linguists' work and performance.

Provided live interpretation and cultural advice to a Tactical HUMINT Team and CI Team in very important meetings, interviews, meeting, and conferences

Translated highly classified documents from Dari/ Farsi and Pashto to English and vice versa

Travelled on a special assignment for a project in support of Operation Enduring Freedom; earned special recognition from the Defense Intelligence Agency

MVM October 2005-May 2007

Linguist

Translated voice-recorded CDs from Dari and Pashto into English for the Drug Enforcement Agency [DEA]

SPRING HILL REAL ESTATE September 2013- Present

Rent, buy, or sell the property for clients. Perform duties, such as studying property listings, interviewing prospective clients, accompanying clients to property sites, discussing conditions of sale, and drawing up real estate contracts

Prepare documents such as representation contracts, purchase agreements, closing statements, deeds, and leases

Act as an intermediary in negotiations between buyers and sellers, generally representing one or the other

Coordinate property closings, overseeing signing of documents and disbursement of funds

EDUCATION

United States: 1987-1990

High School Diploma from T.C. Williams High School in Alexandria Virginia

TESST University 1992-1994

Field Service Computer and Electronic Engineer, TESST University, Alexandria VA

Nova College: 2000-2002

A.A.S. degree in Information Technology, Computer Network Administration

Certified Network +

Certified Security +

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