Technical Support Data Entry

ABEER YOUSSEF

*****.***********@*****.*** +1-626-***-****

San Dimas, CA 91773

SUMMARY

Dedicated and customer-focused IT different roles with Hands On experience for over 10 years of providing end-user support, troubleshooting hardware and software issues, and maintaining IT infrastructure. Known for delivering responsive and effective solutions in fast-paced environments, improving help desk operations, and ensuring system reliability. Technical SKILLS

Technical Support & Customer service

Hardware/Software Troubleshooting

End-User Training & Documentation

Windows OS & Microsoft Office

Network Connectivity & Printer

Support

Audio /Visual equipment support

Remote Support Tools (e.g.,

TeamViewer, RDP)

ERP System Support

Ticketing Sys (Jira, Service Now)

Adobe and Autodesk products

PROFESSIONAL EXPERIENCE

EGE

IT Specialist Oct 2021 – Aug 2024

Diagnosed IT issues, performed routine system maintenance, and reduced user downtime.

Added new employees’ accounts to the shared network, devices and access permissions.

Installed, configured, maintained, moved various types of multimedia equipments.

Developed Standard Operating Procedures and processes documentation for all IT tasks.

Supported users Data Transfer for all new devices and supported employees remotely.

Reviewed the IT service requests and ensured they are submitted and managed through the IT ticket tracking system (JIRA Service Desk)

OTIS Elevators

IT Operations Jun 2018 – Sep 2020

Participated in system rollouts, end-user onboarding, users and group accounts access.

Handled support tickets and user issues related to business applications (JIRA).

Assisted in maintaining compliance with all software licensing, company policy, and IT security regulations.

Worked on Data Migration project as well as Biannual Hardware Inventory

Performed all duties related to Data Center move and helped in creating DRP New Ramses College

IT Specialist Sep 2013 – Sep 2017

Provided technical integration in classrooms and provided daily IT support for all audio/video equipment used by the staff.

Connected clients to servers and domains, and resolved network connectivity issues.

Utilized the campus IT service support ticketing system (Service Now), responding to users’ incidents.

Worked on updating the security systems for all platforms to avoid potential viruses.

Conducted setup for the school staff accounts for local network access. AstraZeneca

IT Operations Mar 2003 – Jun 2007

Diagnosed system failures and repaired or replaced the faulty parts.

Conducted software troubleshooting and provided technical advice to staff.

Installed and configured computers, printers, network connections.

Provided troubleshoot for mail problems, windows updates and antivirus updates.

Worked on vendor communications and tracked technical issues for resolution.

Provided daily support for office hardware and collaborated with the system admin team.

Supported wireless presentation solutions, and audio/visual technologies. Pfizer Pharmaceuticals

IT Technical Support Nov 2000 – Mar 2003

Facilitated technical issue resolution between staff and IT vendors.

Oversaw daily IT support operations, enhancing end-user satisfaction.

Documented standard operational procedures for various IS activities and services

Provided technical support for all support operations, systems and functions.

Practiced troubleshoot and performed various technical support for all technical computer and peripheral repair duties.

EDUCATION & CERTIFICATION

Microsoft Certified Systems Engineer (MCSE) – Raya Academy 2002–2003 B.Sc. in Information Systems – Sadat Academy 1994–1998 Cisco Certified Network Associate (CCNA) – Charter Oak Adult Education 2025 LANGUAGES

English (Fluent) Arabic (Native) French (Basic) VOLUNTEERING EXPERIENCE

San Dimas City Hall Volunteer – Assisted with local events and recognized in Feb 2025 San Dimas High School Volunteer – Supported school fundraising and community initiatives

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