Support Specialist Desktop

Ahmed Abdel-Ghany

Anaheim, CA * 714-***-**** * *****************@*****.***

https://www.linkedin.com/in/ahmed-abdelghany-b263b518b/

Desktop Support Specialist, currently providing technical support in a 3200+ user environment. Skilled problem-solver able to communicate with and provide IT support for senior leadership teams, Managers, and users at all levels of technical proficiency. Troubleshoot, resolve, and document user help requests for desktop, laptop, mobile, network and peripheral problems.

Software:

-Windows 7/Vista/XP

-Windows Server 2019, Windows 2010, 2011 and MAC OS

-MS Office

-MS Outlook 365

-SCCM

-Service now

-Tech Tools

-MECM Remote Control

-Bomgar Remote control

-Cisco Jabber

Networks / Systems

TCP/IP & OSI Models

Hardware Configurations:

Active Directory

Systems Integration Systems Router & Network Configuration

Troubleshooting

Client/Server Networks

Switches & Hubs

LAN/WAN Technology

Hardware / Mainframe Operating System Platforms:

IBM Mainframe z/OS

IBM Mainframe z/MVS

Laptop

Desktop

Printers

Peripherals

Cabling

Modems

Expansion Cards

Transferrable Skills:

-Customer Service

-Communication and interpersonal skills.

-Problem Solving

-Quick Learner

-Available to work an early schedule.

-Teamwork and collaboration

-Dependability and time management.

INFORMATION TECHNOLOGY EXPERIENCE

County of Orange, CA Sep 2024 – Present (Contractor)

Desktop support Specialist

Provide onsite and remote support for County of Orange in different sites such as Anaheim, Santa ana, Tustin and Laguna Hills.

Image, Deploy, upgrade, support Windows 10, Windows 11, Microsoft Office 365, Cisco Jabber, and another authorized desktop application.

Provide ongoing maintenance of Operating System (OS) images, application packages, and software updates through SCCM.

Troubleshooting and resolution of computers, Printers, Scanners and hardware and software issues.

Responsible for all new hire computer, Printer, landline phone setups, testing and installation.

Provide All levels support for hardware, software, and network-related issues to end-users.

Supporting teleworkers and mobile offices in the field including remote Internet connectivity solutions such as VPN

Assist in the management and maintenance of IT assets and inventory.

Document support activities, solutions, and procedures for knowledge sharing.

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal team.

Ability to work on-call and other after-hours support needs.

Track and resolve customer incidents and requests through the Service now ticketing tool.

Remote troubleshooting with MECM & Bomgar Remote control.

Perform software image updates and installation of desktop and laptop and Wipe/erase date from old / Replaced equipment.

Performs installs, moves, additions, changes, and depreciation of technical hardware.

Supports conference room technology as needed for remote meetings, utilizing Zoom / Teams

Southwest Airline LAX, CA Dec 2021 – Jul 2024

Desktop support Specialist

Provide technical support for Southwest Airline at all Airport’s in California Cities and some state's such as Hawaii, Arizona and Texas Airport’s.

Provide IT support for senior leadership teams and Managers in-person or remotely via phone, chat, email, and other communication.

Perform hands on fixes at the desktop and laptop, including installing and upgrading software (Windows 2010 & 2011), backing up files, reimaging computers, and configuring systems and applications.

Support, installs, and maintains all computers, Printer’s, Boarding Display, Scanner’s, Card reader, IP Phones. local area networks.

Troubleshooting and resolving hardware and software issues on Laptops, Desktops, Kiosk’s including Display Monitor computers at the Airport, IP Phones, printers, Outlook & Microsoft application basic troubleshooting.

Manage user accounts and permissions within Active Directory.

Using Service now software for received, close, create tickets

Configure, monitor, and maintain network devices such as switches, and access points.

Set up and rearrange workstations and Conference room (Pc’s, monitors/docking stations + webcams, headsets and other peripherals)

Stage laptops or desktop for new hires and ensuring all Software, Applications are installed and connected to shared printer’s.

Coordinates visits by third party maintenance vendors to ensure smooth repairs and upgrades to equipment.

Install and configure networking solutions for new office locations (routers, switches, wireless access points, cabling)

lead a lot of refresh project in different Airport’s

Facilitating user transfers between offices (assist with equipment transfer process, data copy and backups )

Maintain equipment records in inventory and stock

Document resolutions for common issues in a knowledge base

Tech onboarding

Conduct initial training sessions with new employees to explain our IT systems and software applications.

Other tasks as directed by the supervisor.

St. Joseph hospital Orange, CA Aug 2019 – November 2021

Desktop support Specialist

Supports, installs, and maintains personal computers, local area networks, server hardware, operating systems.

Increased ticket closures by 14%

Performed daily monitoring of upgrade goals.

Successfully completed system and data migration from Windows 7 workstations to Windows 10/Active Directory domain within time frames and with minimal downtime.

Migration included over 3200 workstations and 3800 user accounts, include many remote users.

New domain migration and troubleshooting of many aspects of a major upgrade that included Office 365 and Azure apps and storage.

Maintained and serviced printers, phones, mobile devices and other hardware.

Migrated thousands of users to Cloud storage including Box and Azure.

Perform daily tasks to review generated output and analyze trends from productivity tools and desktop management tools; Symantec Endpoint Protection, Dell Data Protection Encryption and Microsoft System Center Configuration Manager (SCCM) server to proactively manage the environment.

Working on St Joseph’s hospital locations and its affiliates

Epic Deployment and Go-live support setting up workflows, mapping printers to computers and established departments.

Weekend Support programming and deploying Epic specified hardware including Document scanners, Zebra Label and Arm band printers, Card readers and Signature Pads.

Troubleshooting and resolving hardware and software issues on Laptops, Desktops, WOWs (Workstation-on -wheels) including Cybernet computers, IP Phones and printers.

Hardware upgrades for PCs including display and Wi-fi adaptors, SSDs, RAMs.

Hardware support point of contact for guest IT/Super Users during Epic projects.

Remote Support of computers for off-site users.

Itech – Anaheim, CA April 2016 – July 2019

Desktop support Specialist

Create, respond to, escalate, and close tickets.

Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.

Examine, manage, maintain, upgrade and support computers and network servers’ equipment and maintenance.

Proactively resolve customer problems with about equipment and service

Deliver just-in-time support both at the Helpdesk and across campus and respond to departmental technical emergencies in order to minimize data loss meet deadline and support needs of users.

Test software images developed by charity schools; evaluate software and develop written technical instructions and documentation

Responsible for the ongoing maintenance and future planning needs of the company’s desktop environment.

Monitor the performance of the company’s desktop infrastructure and make suggestions for improving efficiency

Provide support for desktop computer and laptop's operating systems Google Apps and hardware/peripherals work with individuals across the community.

Arabtec Construction– Dubai, UAE May 2009 – Feb 2015

Desk Support Specialist

Maintain and support systems, workstations, mobile devices, printers, and peripherals; respond to user service requests; and resolve trouble tickets.

Closed 95% of trouble tickets on the first call without escalation.

Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more.

Achieved a user satisfaction rating of 4.9/5.0 (14% higher than average); consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.

Set up secure Wi-Fi, LAN and VoIP networks at remote location ns, leading client/server configuration and performance-tuning of crucial infrastructure to ensure seamless business operations.

NMC Royal Hospital – Khalifa City, UAE 09/2004 – 01/2009

Database Administrator

Served as DBA or project lead in the completion of 80+ medium- to large-scale implementations, managing projects from business requirements analysis to solutions delivery and support.

Managed a $1.2 million data-integration project for financial services firm that consolidated information from accounting applications, third-party market data and internal equities/fixed income applications.

Contributed to furniture retailer's 15% revenue growth in 2007 by standardizing content from disparate databases, enabling sales and support staff to quickly respond to customer requests.

Created Web-enabled, group-scheduling system for a large university, allowing students to view and print schedules for current and future semesters. Delivered solution on time, on spec and on budget.

Innovated timesaving, robust employee data-intake system that automated database update functions, enabling new salary and process-exception information to be automatically populated.

Developed and tested storage strategies and disaster-recovery plan for large manufacturing company's operational database, delivering solution that guaranteed recovery performance and high availability.

Enhanced end users' understanding of database systems by conducting pre-implementation workshops, delivering group and individual training sessions and creating user-friendly training materials.

Recorded patients' medical history, vital statistics, and information such as test results in medical records

Prepared treatment rooms for patient examinations, keeping the rooms neat and clean

Scheduled and confirmed patient diagnostic appointments, surgeries, and medical consultations

EDUCATION / CERTIFICATES

SAMS University– Egypt, Cairo

-Bachelor in Computer Science and Information System (2003 )

New Horizons– Abu Dhabi, UAE

-CompTIA A+ Review Training 2017

Nadia Center, Inc. – Abu Dhabi

-CompTIA A+ Certification #comp10364975

-CompTIA Network+ class completion

-Cisco CCNA class completion

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