Accounts Payable Specialist with 10+ Years Experience
Resume:
Odell Kazouh
INFORMATION TECHNOLOGY SPECIALIST
*******@*****.***
Atlanta, GA 30319
DEDICATED AND KNOWLEDGEABLE INFORMATION TECHNOLOGY SPECIALIST WITH 8 YEARS OF EXPERIENCE PROVIDING IT SUPPORT, MANAGING NETWORK SYSTEMS, AND ENSURING SECURE AND EFFICIENT TECHNOLOGY OPERATIONS. PROFICIENT IN TROUBLESHOOTING COMPLEX HARDWARE AND SOFTWARE ISSUES, SYSTEM ADMINISTRATION, AND IMPLEMENTING INNOVATIVE IT SOLUTIONS TO DRIVE BUSINESS PRODUCTIVITY. EXPERIENCED IN SUPPORTING BOTH LOCAL AND REMOTE TEAMS, MANAGING SOFTWARE DEPLOYMENTS, AND MAINTAINING NETWORK SECURITY THROUGH PROACTIVE MONITORING AND UPDATES.
EXPERIENCE
HELP DESK TECHNICIAN
Dover Solutions
March 2021 - Present
Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance.
Listen attentively to customers’ questions and concerns and offer optimal solutions.
Prioritize customer satisfaction in all communications, directing unresolved issues to next level personnel.
Work with desktop support engineers to provide customers with superior service.
Respond to tech inquiries via email, through online chats, over the phone, or in person.
Walk customers step-by-step through the problem-solving process.
Follow up with customers to ensure satisfactory service.
Manage support tickets in the ServiceNow Technology queue.
Manage support tickets in the ServiceNow Technology queue.
Escalated P2 issues to Engineers, also work with cross function department.
Troubleshoot issues and incidents as they occur, employing problem resolution, escalating as necessary, working with other support teams, and following appropriate procedures.
Approved all systems charts and programs prior to implementation.
Planned to plan and coordinate project activity.
Performed basic network functions such as verifying network connectivity, verifying IP addresses, connecting to the customer's system remotely, adding and removing systems from the domain etc
Communicated over team channels to end users regarding their issues.
Provide feedback and assistance for initiatives supporting cloud computing and web chat implementations.
IT SUPERVISOR
Alois Solution
November 2019 - 2021
Managed backup, security, and user help systems.
Strong interpersonal, verbal, and written communication skills.
Ability to meet with users to gather and document system requirements.
Ability to solve problems and exercise good judgement.
Creates and maintains accurate schedules as well as communicates deadlines to appropriate departments.
Manages the workflow between internal and external sources.
Evaluated data processing proposals to assess project feasibility and requirements.
Manage support tickets in the ServiceNow Technology queue.
Executed remote work including but not limited to installations, configurations, upgrades, troubleshooting, and working the web queue.
Responded to user. Documented all actions taken, and guided customers to resolution.
Providing telephone support, as required, and following knowledge articles.
Communicated business and technology goals to employees in different departments.
Developed computer information resources, providing for data security and control, strategic computing, and disaster recovery.
SERVICE DESK ENGINEER
Ashton Carter
Atlanta, GA
January 2014 - 2019
Helped develop and implement preventive maintenance programs for new and existing equipment.
Prepared general diagrams, charts, and spare parts requirements for maintenance planners.
Communicated over team channels to end users regarding their issues.
Worked in a fast-paced environment creating SD and IM tickets in ServiceNow.
Achieved company objectives by combining business and technological plans.
Reviewed documents, workflow, and plans for implementation with customers/vendors.
Assigned and reviewed work from systems analysts, programmers, and software developers.
Assigned and reviewed work from systems analysts, programmers, and software developers.
Helped develop and implement preventive maintenance programs for new and existing equipment.
Prepared general diagrams, charts, and spare parts requirements for maintenance planners.
Communicated over team channels to end users regarding their issues.
Performed regular maintenance checks to identify and address potential issues.
Created detailed documentation of all maintenance activities.
Evaluated organization's technology use, processes and future needs to recommend improvements.
Provided users with IT support to deliver optimal customer service.
EDUCATION
BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY
CYBER SEURITY, Georgia College
Dec 2020
SKILLS
Cisco Jabber
Symantec Endpoint Encryption
ServiceNow
Application Support
Microsoft Office 360
Microsoft Suite
SharePoint
Finesses
EGAIN
Teams
Linux operating system Administration
Window
Outlook
Acrobat PDF
Active Directories
Hardware Components
Switches and Routers
VPN Configurations
Remote System Analysis
Server Troubleshooting
Diagnosis and Troubleshooting
Application Support
CERTIFICATIONS
CompTIA A+
CompTIA Network+
Cyber Security
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