Help Desk Business Management
Resume:
Naima Shaqra
*********@*****.***
Cudahy, Wisconsin
https://nshaqra.uwmsois.com/Assingnment6.html
linkedin.com/in/naima-shaqra-4434b6105
Professional Summary
Experience managing software and resolving technical issues to maintain business procedures. A multi-talented individual skilled in business management. Adept at addressing multiple projects simultaneously with complete professionalism, accuracy, and excellent communication skills.
Highlights
Sound knowledge with strong experience in Windows active directory configuration and troubleshooting skills.
Experience in OSI Layer, VPN Checkpoint, and RSA
MySQL, Python, HTML, Software Installation, Microsoft Office Suite, understanding of internet and industrial protocols (HTTP, XML/JSON, MODBUS)
Bi-lingual- English, and Arabic
OS- MS Windows XP, 2007, 2010
Servers – MS Windows 2008, 2012, R2
Office 365, Microsoft Teams, SharePoint, and OneDrive
Ticketing Tools – BMC Remedy, Service Now
Hardware and software problem identification, troubleshooting networking issues (LAN/WAN, wireless) knowledge of communications hardware (cabling, plugs, ports, etc.)
Cash Register (POS) and Multi-line phone systems.
Key Competencies
Science and Technology — Knowledge of the practical application of science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.
Knowledge of and ability to effectively utilize Windows operating systems, such as Windows XP, 7, 8, or 10.
Knowledge of and ability to effectively implement help desk support techniques. such as how to install and configure printers and how to check networks for connection.
Knowledge of and ability to utilize anti-virus software such as McAfee, Norton, or Trend Micro.
Ability to support Microsoft Office products such as Office 2010, 2013, and 2016.
Ability to read and interpret work-related documents.
Ability to understand and follow instructions, both written and verbal.
Ability to operate a computer, keyboard, mouse, and other computer components.
Ability to troubleshoot and repair computers, printers, and other office equipment.
Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others and maintaining them over time.
Networking concepts and a strong interest in developing skills to succeed while working in an enterprise environment - understanding network design, concepts, and protocols (VPN, routing, ports, network analysis tools, TCP/IP). Experience with Cisco Rotor System.
Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
Administration and Management — Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources. IT setup and configuration of hardware
IT user onboarding
Workstation and peripheral setup
Basic networking and server support
Tier 1 & 2 troubleshooting to diagnose and resolve issues, both in person and via phone/ Teams
Maintain software licensing for the company, renewing or upgrading as needed
Maintain stock peripheral devices, ensuring inventory was inaccurate.
identify equipment shortages and place orders.
Work Experience
IT Support Associate – ITMD
Information Technology Management Department of Administration
Resolved common user logon issues for Laptops, Desktops, hardware, software, Outlook, and Printers
Instructed on the importance of the Quality of Documents and reasons provided by the team in order to validate the tickets
Troubleshoot network connectivity issues
Managing the team in all team activities
Provided Infrastructure as per ITIL standards
Milwaukee, Wisconsin Nov 2021 – Nov 2022
Internship (CLIP)
City of Milwaukee (ITMD)
IT Support Specialist
Information Technology Management Department of Administration
Milwaukee, Wisconsin Nov 2021 – May 2022
Serviced users through tickets through Service Now
Handled Active Directory lockout issues and GPO-related issues
Resolved issues with VLAN networking issues including Cloud VMs
Assisted users via Bomgar
Resolved common user logon issues for Laptops, Desktops, hardware, software, Outlook, and Printers
Instructed on the importance of the Quality of Documents and reasons provided by the team in order to validate the tickets
Troubleshoot network connectivity issues
Managing the team in all team activities
Internship (UWM)
Milwaukee, Wisconsin
https://iaason.com/ Nonproof-IT-Organization Jan,2022-May,2022
IT Manager
Dura Services LLC
Support team solution needed for a staff of 20.
Set up the network including all the (PCs, printers, fax, and credit-card devices.
Troubleshooting computers when issues arise
Providing customer service by responding to customer inquiries and complaints.
Greenfield, Wisconsin
Mar 2012- Present
Education
University of Wisconsin- Milwaukee
Bachelor's Degree in Information and Science Technology
Milwaukee, Wisconsin
Sep 2019 & May 2022
Certificate In Health Care Informatics
Sep 2020 & Dec 2021
Senior Capstone Project
Sep 2020 & Dec 2021
Contact this candidate