SUMMARY:

• 4+ years of experience in the field of information technology
• 2+ years of experience in Software Quality Assurance Testing
• Able to manage large amounts of inbound and outbound calls in a timely manner
• Highly skilled in communication “scripts” when handling different topics
• Able to identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Work as part of a team in stressful situations; maintain composure in the face of heavy workload and constant interruptions
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets
• Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational needs.
• Configuring VPN, managing host security, file permissions, system integrity, and user maintenance.
• Enter commands via "remote desktop" and observe system functions to verify correct system operation
• Highly skilled in installing, repairing and troubleshooting computer hardware and peripherals
• Well - versed in installing windows, software, applications, antivirus and patches
• Working knowledge of modern networking devices and printers
• Provide end-user software troubleshooting and support.
• Adept at repairing computer hardware including Windows-based PCs and Macintosh Apple platforms
• Exceptionally skillful in operating current Windows operating systems, such as Windows 7 and Windows 10 plus installation and support is preferred
• Proven ability to manage multiple troubleshooting tasks simultaneously while maintaining the quality of results
• Load specific software packages such as hardware drivers and custom application software onto PC computers
• Ability to work with customers and diagnose problems and suggest solutions as well as resolve the problem
• Extensive experience in backup and image management software
• Able to configure VPN and server/client side hardware and software
• Expert user of Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, Project, Visio, Access, OneDrive and OneNote)
• Demonstrated expertise in Microsoft Windows XP, Vista, 7, 8 & 10
• Provide hardware & software customer support via telephone and email in a Call Center environment
• Apply advanced diagnostic techniques to identify problems, investigate causes, and solutions.
• Provide troubleshooting and support.
• Provide phone and help-desk support for local and off-site users.
• Log and maintains user requests and incidents using Remedy tracking tool.
• Managed and maintained network infrastructure (Cisco, Citrix, Juniper, etc)
• Administer user’s accounts and assign users access rights and privileges
• Experienced in validating data persistence using SQL queries.
• Experienced in running SQL queries using Toad and SQL Server.
• Experienced in Performance Tuning of SQL and Stored Procedures.
• Demonstrated ability to read and understand technical manuals and schematics
• Effective skills in supporting server-room team
• Proven record of managing time and priorities effectively
• Expert in troubleshooting common hardware/software issues on Windows and Mac
• Known for working efficiently without supervision
• Committed to learn and relate technical concepts promptly
• Proficient in working with end-users remotely
• Familiar with active directory security and policies
• Strong attention to detail
• Excellent organizational skills
• Excellent customer service acumen
• Excellent analytical and problem solving skills
• Excellent verbal and written communication skills
• Outstanding communication skills to relate with team members and support workers
• Expert in meeting deadlines and adjust to changing priorities
• Fluent in English, Farsi

TECHNICAL SKILLS:

Computer Hardware: Macintosh, Sun Servers, Compaq, Intel Servers, IBM PC-XT, Dell, Gateway, Acer, 3Com Superstack, Routers, Switches/Hubs, Raid/Mirror, Ti/DSL/ISDN/Frame Relay, HP Printers, TCP/IP, IPX, Hub

Networking: TCP/IP, LAN/WAN/SAN, VoIP, DNS, HTTP, VPN, Cisco Routers & Switches, Firewalls, Cisco IOS, Active Director Domain Controllers, Novell, DECent, Banyan, ISO/OSI, IPX/SPX, SNA, SMS/SQL, Ethernet, Token Ring, FDDI, VPN, SSH, SecureID, PGP, PKI, HIPAA, CFR-11

Software Testing: Manual & Automation (Selenium WebDriver), HP Quality Center ALM

Automated Tools: Selenium Web Driver, Selenium, Data Driven Framework, Remedy Ticketing system, Active Director

Defect Tracking Tools: Jira, Bugzilla

Programming Language: Java, JavaScript, HTML, XML

Data Base: Oracle PL/SQL, Microsoft SQL Server, MYSQL

Operating Systems: Windows, Unix, Linux, Mac OS X, iOS and Android

PROFESSIONAL EXPERIENCE:

Confidential, Fort Belvoir, VA

IT Helpdesk Support Technician-Tier 2

• Resolved incidents escalated by Tier 1, Tier 2 and Tier 3 Technicians
• Provided technical assistance with computer hardware and software
• Fielded incoming requests from end users via telephone, e-mail or other established support channels
• Resolved issues for clients via phone, in person, or electronically
• Tracked customer issues and resolutions
• Documented all relevant information including name, department, contact information, nature of issue, troubleshooting steps taken and resolution
• Prioritized and resolved incidents as defined with the ITIL methodology
• Utilized knowledgebase, FAQ’s, teammates and all other available resources to aid in incident resolution to resolve customers’ issues effectively and efficiently
• Identified and learned appropriate software and hardware used and supported by the organization
• Performed preventative maintenance when needed including checking and cleaning workstations, printers and peripherals
• Performed post-resolution follow-ups to help requests
• Contributed to overall team effort in achievement of established SLA’s
• Consistently met and exceeded the established benchmarks in performance set forth by management for all Tier 2 Associates

Confidential, Washington, DC

Help Desk Support

• Served as the first point of contact for customers seeking technical assistance over the phone or email
• Performed remote troubleshooting through diagnostic techniques and pertinent questions
• Determined the best solution based on the issue and details provided by customers
• Walked the customer through the problem-solving process
• Directed unresolved issues to the next level of support personnel
• Provided accurate information on IT products or services
• Recorded events and problems and their resolution in logs
• Followed-up and updated customer status and information
• Passed on any feedback or suggestions by customers to the appropriate internal team
• Identified and suggested possible improvements on procedures

Confidential, Fairfax, VA

Tutor

• Setup ACLs for JD Tutoring Network, modified firewalls and patched systems to reduce the attack surface area.
• Handled High call volumes in assisting technical inquires, troubleshoot and diagnose workstations via RDP.
• Tracked inquires by Ticketing system.
• Reset passwords and set password length and complexity for a more effective and strong password.
• Tutored students in subjects in the information technology related field such as Networking &
• Telecommunications, Security, SQL & Database system, Web Design etc.
• Tutored students individually and in groups in a variety of subjects.
• Taught study skills that assist students in preparation for postsecondary education.
• Provided and maintained an atmosphere conducive to learning and retaining material studied.
• Demonstrated a commitment, through mentoring, to assist socio-economically disadvantaged students develop motivational skills necessary for success in college.
• Mentored students by participating in educational/cultural activities.
• Maintained accurate and timely records of student contact and maintain confidentiality.
• Utilized the resources to fullest extent possible to benefit students.

Confidential, Reston, VA

Supervisor

• Assisted the manager for the restaurants daily business operations
• Created restaurant procedures for manuals and training
• Maintained administrative functions - inventory, employee attendance and counseling,
• Was successful in attaining budget expectations; sales exceeded the projected budget
• Brought new innovative ways into the restaurant to increase sales
• Resolved customer concerns and complaints to maintain a positive atmosphere
• Provide exceptional customer service
• Provided training, assisted to manage the staff and weekly meetings
• Opened and closed the restaurant in the proper timings
• Performed accurate cash handling and ensured to keep cleanliness of the restaurant

Confidential, Reston, VA

Tech Specialist

• Setup new PCs for display, hardened systems and configured default baseline system settings.
• Responsible for working the sales floor and assisting customers with the product selections.
• Initially hired to be a team lead for one of the sales teams on the busiest shopping day of the year.
• Assisted customers who did not understand the technology.
• Assisted in creating and executing training sessions for associates on new technology.
• Responsible for all sales and customer service issues in the computer sales department.
• Often held technology training sessions that were open to the public.
• Assisted in creating and implementing marketing materials for holiday shopping season.

Confidential, Reston, VA

Customer Service Clerk

• Handled incoming calls or inquiries from prospective customers or clients
• Assisted customers effectively by solving customer disputes
• Provided customer additional information or explained services
• Discussed products offered and ensured customer satisfaction
• Tactfully handled confrontational or stressful interactions with the public
• Completed supporting paperwork and data entry as required
• Accurately captured customer information
• Created and maintained service reports