Tech Support & Network Systems Specialist
Resume:
Mohammed Ettaya
*********@*****.***
Skills Summary:
Proficient in Microsoft Office Suit: Word, Excel, PowerPoint
Fluent in both the French and Arabic languages
Familiar with computer networking systems
Problem solving Theories
Strategies for the technical professional
Good communication skills
Hands on experience with installation of hardware, software applications, mobile devices, Blackberry, iPhones and iPads and Android mobile devices
Ticketing systems: ServiceNow,
Familiar with Desktop remoting tools like Bomgar, LogMeIn, Windows Remote Assistance, Symantec Management Console, Altiris and remote desktop connection.
Advanced knowledge of windows 7 and 10
Advanced knowledge of Mac OS
Customer Service Skills:
Triple Task: Talk, Type, Solve issues simultaneously
Ability to empathize with customers
Ability to follow up consistently to ensure resolution.
Able to make a decision when no protocol exists regarding a client administrative issue.
Ability to handle an angry or frustrated client in a positive way
Ability to recall previous experiences in support call
Apply understanding of basic restaurant operations
Support/Admin Skills:
Ability to accurately follow pre-determined escalation protocols as appropriate
Ability to accurately follow pre-determined trouble-shooting guidelines
Able to ask appropriate questions when no protocols exist for current situation.
Ability to search available resources for available information
Identify non-support issues in calls (e.g. training issues)
Can differentiate between severity levels and client urgency
Skills/ Experience Using:
Xpient Pos, PC Hardware, Network, ServiceNow, WIFI, Mac, Office 365, VPN, TCP/IP, SQL, PC LAN, Telecommunications, WAN, Wiring, Data networks, Firewalls, Basics of labor, cash and food costs, Technical writing skills
EDUCATION
2012-2014 ITT Technical institute (Houston, TX)
Associate of Applied science degree in Network Systems administration
EMPLOYMENT HISTORY
CapitalOne: Plano, TX 02-2026 to Present
L1 Help Desk analyst
Responsibilities:
Provide application support through remote access tools to resolve internal end user issues
Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk
Interact with end users via softphone or chat modules to resolve primarily software issues but may get questions about hardware
Remotely access and support end-user machines to achieve first call resolution
Utilize Service Now as the ticketing tool to track and escalate tickets for end users
Assist with onboarding of new Agents by training and allow others to shadow
Perform other tasks as needed by the Service Desk Managers.
Support issues related to windows 7 and 10
Support capital One financial applications.
Helping with password reset using active directory
Bank of America (Addison, TX) Oct 2025 to Feb 2026
Technical support specialist
Provide first-line technical support to Bank of America internal employees via phone and chat as part of the 24 7 Global Service Desk.
Troubleshoot and resolve technical issues, including software installation, application configuration, VPN access, MFA, Microsoft Office Suite, and corporate mobile device support. Collaborate with regional and international partners to deliver best-in-class client care.
Black Box Network Services (Plano, TX) March 2020 to 2025
NOC Specialist / Response Center Analyst
Proactive alarm management for various customers covering network devices such as servers, firewalls, routers, call center ACDs.
Ensure service level agreements are maintained and exceeded.
Manage multiple monitoring, ticketing, and CRM tools to ensure proper workflow of support requests.
Call acceptance of customers requesting multiple levels of support for a wide range of products.
Prioritization, classification and escalation of incidents according to standard operating procedures.
Provide first level help desk support for both external and internal customers, encompassing: Desktop/Laptops, Software (mainstream and proprietary) Mobile Devices, Networking Devices, Printers, and Servers; with a focus on first call resolution.
Interact with team members, management, various internal departments, business partners, and third party organizations to maintain workflows, escalate, and ultimately resolve customer service requests.
Provide first level customer service via phone and auto-ticket generation for support involving different product lines.
Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.
Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity.
Monitor service desk tickets volume and ensure timely closure of all assigned tickets.
Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
Analyze ticket data to identify and implement lessons learned, efficiencies and enhanced client service.
Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services supported.
Meet all financial performance objectives for area of responsibility and take corrective action as needed.
Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
Foster and contribute toward collaborative working relationships within GSI operations and across all levels and departments of the organization to execute service desk functions and company priorities.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
Perform other duties as assigned by management.
Trends with success in identifying, recommending and implementing best practices and methodologies.
Strong organizational and time management skills to set priorities and handle multiple tasks efficiently to meet client needs.
Service awareness of all organization’s key product and service offerings for which support is being provided.
NTT Data: Frisco, TX
PC Refresh Technician 11-2019 to 1-2020
Receiving, and unboxing computers to reuse and redistribute to new users
Backing up user data onto network
Updating asset management records
Sitting for extended periods of time
Dexterity of hands and fingers to operate keyboards & mice, also to handle computer components
Lifting and unboxing of moderately light equipment; laptops, monitors, etc.
T-Mobile: Frisco, TX
Technology Service Desk Specialist 07-2019 to 10-2019
Supporting T-Mobile internal mobile experts and technicians resolving POS and sales devices
Helping with password reset using active directory
Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk
Remotely access and support end-user machines to achieve first call resolution
Provides Software application support including VPN (Symantec)
Utilize Service Now as the ticketing tool to track and escalate tickets for end users
CapitalOne: Plano, TX 03-2019 to 07-2019
L1 Help Desk analyst
Responsibilities:
Provide application support through remote access tools to resolve internal end user issues
Monitor and respond quickly and effectively to calls or chats received to the Capital One Service Desk
Interact with end users via softphone or chat modules to resolve primarily software issues but may get questions about hardware
Remotely access and support end-user machines to achieve first call resolution
Utilize Service Now as the ticketing tool to track and escalate tickets for end users
Assist with onboarding of new Agents by training and allow others to shadow
Perform other tasks as needed by the Service Desk Managers.
Support issues related to windows 7 and 10
Support capital One financial applications.
Helping with password reset using active directory
MoneyGram: (Dallas, TX) 07-2018 to 11-2018
L2 Help Desk Support
Responsibilities:
Work closely with end-users to understand IT support needs and expectations.
Builds Desktop and Laptop systems for end user deployment using remote desktop Supports like Bomgar and Windows remote assistance.
Participate in some Executive Admin and Executive Support
Resolves Incidents and Requests at a level 2 role.
Provides Hardware support.
Provides Software application support including VPN
Build support documentation and facilitate cross-training of other staff in the Enterprise Recovery group.
Provide documentation using ticketing system (ServiceNow) and training to level 1 groups to promote increased level 1 incident recovery.
Participate in small scale projects.
Performs other duties as assigned.
Fujitsu North America: (Richardson, TX) 04-2018 to 07-2018
Help Desk analyst
New generation server project (TJX, Marshalls, Home Good).
Assisting onsite technicians to update POS by leading their work and patching WebPCs and Controllers.
Leading the tests to make sure all store devices are connecting and communicating properly.
Fujitsu North America: (Richardson, TX) 11-2017 to 01-2018
Customer service agent
Resolve TKmaxx customers complaints and inquiries via phone or email using ticketing system (ServiceNow).
Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling. Assist with placement of orders, refunds, or exchanges.
FRGI Corporate: (Carrollton, TX) 11-2016 to 10-2017
Help Desk specialist
As a Technical Support Technician received calls and emails from customers concerning problems with various hardware and Xpient Software systems.
Write SQL queries
Worked with each call and email received to have a case opened, be documented in call tracking system, and quality service offered on every action taken within established parameters.
Responsible for resolving all issues presented in a “first call resolution strategy” and escalating issues as necessary.
Promoted a team environment and have built a culture around open communication, knowledge transfer, and continued education about our products as well as other types of technology.
Responsible for providing remote world-class service to customers in an accurate, efficient, and professional manner.
Responded to routine and complex customer inquiries via the telephone and e-mail. Primary focus is on providing assistance and advanced troubleshooting regarding service delivery, installation, outages, component level problems, and other technical issues.
Having in-depth knowledge of each service offering and specializes in one or several areas of Point of Sale (POS) products.
Due to complexity of issues and possible sources of problems, the position required frequent research, exhaustive troubleshooting, and customer follow-up to ensure proper resolution.
Interactions with customers must be well documented in the Case Management System.
Responsible for, efficiently working cases and resolving issues, escalating appropriate cases to fix customers problems in a timely manner, and following up on issues to ensure timely resolution.
Role is responsible for identifying trends both within the solution and with clients, reporting on the trend where appropriate, and providing supporting data.
Review and update Help Desk documentation as required.
Review and recommend modifications to procedures with Information Technology Leadership.
Review and update knowledge base tools within the In-House ticketing system.
Ability to manage multiple priorities and follow through on projects to completion.
PepsiCo: (Plano, TX) 03-2016 to 07-2016
Help desk analyst
As a Help Desk Analyst, provided customer support for remote technical issues related to PCs, mainframe, networking, midrange, business applications, messaging, and security in a fast-paced corporate environment.
Work involved logging issues into the problem tracking system, resolving Tier 1 and some Tier 2 incidents as well as analyzing problems for escalation to appropriate backline teams if necessary.
As a Help Desk Analyst, supported multiple proprietary business applications or components across technology stacks.
Helping with password reset using active directory
Sutherland Global Services: (Houston, TX) 01-2014 to 03-2014
Technical support consultant
Providing front-line support and account management of the AT&T customers (The Digital life: Home security) by troubleshooting the home security devices (cameras, windows and doors censors, Keypads…)
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