SUMMARY:

• Seeking a position as an IT Technician with a future - focused organization to utilize my proven technical skills in hardware, software, and networks in a progressive and challenging environment.
• Technical Support Representative skilled at resolving complex customer service issues in a timely manner
• Computer diagnostics and repair
• Effectively identifies problems using advanced troubleshooting skills with extensive IT background.
• High-energy Computer and Data Center Technician successful at saving company’s money by refurbishing and repairing computer equipment
• Using clear and precise language to ensure the message is received as intended
• Innovative thinker with a knack for diagnosing computer problems quickly and accurately
• Solid knowledge of ITE classes and certifications such as A+, Network+, Security+, CCNA, Ethical Hacking, IT Project Management, ITE in the Global Economy, Website Design, Java and Python
• Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards and performs superior work under the pressure of rigid deadlines
• Dependable and trustworthy and ready to be challenged
• Creating a strong partnership that build trust, credibility and commitment
• Being deliberate with a constant awareness of the impact of the communication and its outcomes

TECHNICAL SKILLS:

• Working independently and with team
• Computer diagnostics and repair
• Hardware and software support and troubleshooting
• Break/Fix Repair Hardware and software support and troubleshooting
• Quick learner, Client-focused and Goal-oriented
• Bilingual - Fluent in English and Arabic
• Microsoft Office: Word, Power Point and Excel, Installing and Troubleshooting windows 7,8 and 10
• Installing and troubleshooting window 7, 8 and 10
• Installing LAN and VPN
• Exceptional telephone etiquette
• Helpdesk Support, Mindful, Accountable and Purposeful
• Dreamweaver, HTML, Web design, Photoshop, SQL, Java, Python and Flash
• Network Topologies, connectors, Cables, and wiring standards, Firewalls, Ethernet Specifications
• Highly motivated, Organized and Simulation
• Zendesk Ticketing System
• Available for nights and weekends when required

PROFESSIONAL EXPERIENCE:

IT Specialist

Confidential - Ashburn, VA

• Utilized my bilingual and excellent communication skills to provide superior customer service.
• Configured and installed routers, switches and wireless controllers.
• Responded to all client requests for technical support by phone, email and the inter-office chat service.
• Received advance level of customer service training.
• Deployed solutions for issues with workstations such as PC ’s, laptop, printers, and telephones, resetting network passwords, and removing suspension as well as unlocking accounts as needed.
• Used Active Directory to manage network account setups and disabled account protocols.
• Troubleshot and identified end-user desktop problems using web streaming remote access tools such as go to assist, Dameware and VNC to assist with many remote devices.
• Monitor the network and make sure all devices are up through enable.
• Set workstation for new arriving employees.
• Install certain software required by different users.
• Provided base level IT support to company personnel.
• Trained new employees and explained protocols clearly and efficiently.
• Worked with customer service supervisor to resolve customer concerns.
• Handled a large volume of phone calls, chat and emails.
• Investigated reports any trouble with PC, desktop systems and corrected as needed.
• Maintained proper operational departmental information technology equipment through the replacement or reconfiguration of failed computer components, and installation or reinstallation of operating systems.
• Visited client sites to hands-on resolutions to computer issues or updates.
• Received advance level of customer service training.
• Deployed solutions for issues with workstations such as PC ’s, laptop, printers, and telephones, resetting network passwords, and removing suspension as well as unlocking accounts as needed.

Wireless Specialist

Confidential - Sterling, VA

• Developed tool to track and monitor personal sales opportunities, deals in progress and finished contracts.
• Monitored multiple databases to keep track of all company inventory.
• Followed save serving safety requirements and kept a list of available ride services for inebriated customers.
• Set effective employee schedules that maintained coverage at peak times and minimized labor costs.
• Performed closing duties including cleaning, sanitizing and replenishing.
• Answered customers' questions about products, prices, availability, product uses, and credit terms.
• Promoted the company in maintaining a work environment focused on quality, communication, collaboration, integration, and teamwork.
• Experience with consistent customer interaction, and process customer sales transactions and all types of payment by operating cash register and all applicable equipment.
• Work one on one with customers to assist in resolution of issues and concerns related to product sold and services offered.
• Experience in wireless department with knowledge of services such as AT & T, Verizon and Sprint.
• Received Employee of the Month award in a one-year period.
• Set up and configure Blackberry, iPhones, iPads and Android operating systems. Resolve customer complaints, guide them and provide relevant information.
• Maintain clean and tidy checkout areas.

Help Desk Technician

Confidential, Falls Church, VA

• Troubleshooting software, hardware, and access for users in a PC and Mobile environment
• Log tickets using Service Now ticketing system
• Greet customers in a retail environment
• Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches.
• Comfortable using Active Directory by adding users, remove users, and disable users
• Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs).
• Setting up workstations with computers and necessary peripheral devices (routers, printers etc.).
• Built and maintained successful relationships with service providers, dealers and consumers.
• Developed and maintained positive customer relationships.
• Researched, resolved and followed up on customer issues.