SUMMARY:

• Resourceful and diligent recent CompTIA A+ certified graduate with experience seeking work as an entry level Help Desk Technician that offers me a consistently positive atmosphere to learn and improve as well implement new technologies for the betterment of the organization.
• Offering skills in technical support, software troubleshooting and installation along with some hands - on experience.
• Keen eye on latest developments in technology and up to date with the current software and hardware knowledge to assist end-users efficiently.

TECHNICAL SKILLS:

• Bilingual: Farsi (Native)/Persian/Pashto.
• Strong software and hardware troubleshooting skills.
• Excellent Customer Service abilities
• Strong analytical skills with the ability to take and understand instructions.
• Strong knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) skills.

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Technician

• Monitored and triaged incoming support tickets, analyzed assigned and coordinated resolutions.
• Provided Level 1 telephone and online support to existing clients.
• Communicated technical issues and assisted in documentation and analysis of functional requirements and project goals.
• Ability to install, operate, and maintain basic computer hardware and software such as Central Processing Units, memory, CD-ROMs, DVDs, monitors, and printers.
• Assisted in computer network administration, added/managed computers and virtual machines (VMs) using Hyper-V and performed data backups.
• Desktop troubleshooting and maintenance.
• Telephone and VOIP support.
• Hardware and software installations, repairs, and upgrades for Windows 7, 8, and 10.
• Used Active Directory to reset passwords, changing employees’ permissions inside the network, adding and deleting users, and adding devices to the network.
• Remote access users for external repair issues using TeamViewer, Remote Desktop Protocol and Remote Assistance.
• Wipe and reimaging Windows OS as well as refreshing of Mac OS X (versions 10.6 to current).
• Escalated helpdesk tickets for Tier 2-3 support.
• Coordinated with team to ensure rapid response times and follow-up with customers.
• Developed professional working relationship with customer to better understand business needs.
• Skilled in interpersonal communications aligned to receiving helpdesk support calls and responding to verbal and written queries for IT assistance via telephone, email, walk-up and directly from management.
• Continually updated personal knowledge of computing hardware operating systems and software.
• Maintained confidentiality and discretion when working with passwords or sensitive materials.

Confidential

Part-time Foreign Language Instructor

• Developed and manage all aspects of classroom operations including curriculum development and program implementation.
• Developed and implement a variety of instructional strategies including tailored instruction to provide equity and excellence to students of all ability levels.
• Designed and implement highly efficient units for curriculum, textbook, and classroom technology new to the school.
• Designed and implement target language oral and written lessons using authentic
• Managed and supervise academic progress and reporting of 50+ senior and junior military and civilian students.
• Managed and supervise other teachers in developing and sharing curriculum strategies in on-going planning development and evaluation of curriculum.

Confidential

Curriculum Developer

• Developed and generated objectives, speaking activities, and other materials in English for daily lessons in the target language.
• Oversaw and supervised language-learning activities for each lesson including Oral Proficiency Interview (OPI) speaking tasks.
• Assisted and carefully managed a team of 6 target language experts to ensure the quality of target language source material and to produce best quality lessons.
• Maintained regular contact with Quality Manger and client to ensure all lessons follow curriculum requirements.

Afghan Culture Awareness Expert

Confidential, Fort Polk, LA

• Provided cultural awareness and language training proficiency to the U.S. Military personnel deploying to Afghanistan on rotational basis.