Technical Support Customer Service
Resume:
Shadi Fayeq Hamdallah
Falls Church, VA 22042
**************@*****.*** 571-***-****
PROFESSIONAL SUMMARY:
Experienced IT professional with 7 years of hands-on expertise, including technical support at Northern Virginia Community College. Skilled in troubleshooting, resolving technical inquiries, and improving user IT experiences. Seeking an IT role leveraging a strong background in operational support and dedication to exceptional customer service.
WORK EXPERIENCE:
Technical Support -Homeland Security Services, LLC. 05/2020 – 07/2024
Falls Church, VA (Contract)
•Ensure safety and security by conducting regular patrols of assigned regions and providing protection to individuals as needed.
•Install, maintain, and troubleshoot Network Video Recorder (NVR) systems to ensure optimal functionality and performance.
•Provide technical assistance to clients and colleagues through effective communication via phone and email, addressing queries and resolving issues promptly.
•Operate surveillance equipment to monitor and maintain awareness of premises, ensuring proactive security measures are in place.
•Control facility access by verifying visitor identification, implementing stringent security protocols, and conducting thorough inspections as necessary.
•Troubleshoot application installations and end-user issues with various desktop applications (Google Chrome, Office 365, Adobe products, and various antivirus suites).
•Maintain virus protection, OS service packs, third-party software patches, and upgrading the laptop's OS.
•Provide password management, providing new passwords or removing lockouts as needed.
•Answer, evaluate, and prioritize service requests received.
•Coordinate with other teams or departments to resolve or escalate user problems.
•Document, track, and monitor issues using supplied systems and tools.
•Log and track calls using the help desk tracking system.
Assistant Manager - King Enterprise Inc.
Dec 2017 – Present
Alexandria, VA (Full-Time)
•Facilitate customer service engagements by providing guidance, information, and efficient handling of financial transactions.
•Deliver technical support to customers via various channels including phone, online chat, and email, ensuring prompt resolution of issues.
•Compile financial statements, manage daily fiscal activities, and execute secure banking operations with meticulous attention to detail.
•Oversee inventory management, coordinate product restocking and delivery logistics, manage returns, and assist in operational reporting and customer service tasks.
•Setting up and troubleshooting multi-factor authentication (MFA).
•Troubleshooting laptop/user issues (e.g., driver updates, VPN, hardware issues).
IT Help Desk - Northern Virginia Community College
06/ 2017 – 08/ 2019
Annandale, VA (Seasonal Job)
•Managed incoming communication promptly by answering phone calls and responding to emails.
•Generated support tickets to resolve account and computer access issues efficiently.
•Conducted thorough documentation and research on technical problems to facilitate resolution.
•Respond to telephone, email, or online requests for technical support.
•Utilized Microsoft Office suite proficiently to create and manage organizational documents.
•Offered direct technical assistance to students and faculty, supporting their academic endeavors.
•Demonstrated strong multitasking abilities in addressing simultaneous technical support requests.
•Prepared various documents, reports, and emails with a high level of accuracy.
•Provided specialized support to IT students, assisting with homework and assignments.
•Provided troubleshooting application installations and end-user issues with various desktop applications (Google Chrome, Office 365, Adobe products, and various antivirus suites).
•Maintained the accuracy of the help desk tracking system.
•Provide password administration and password re-sets for users.
•Coordinated and supported events and all campus audiovisual equipment.
EDUCATION:
Northern Virginia Community College 05/2021
Associate of Science Degree - Information Technology
T.C Williams High School 05/2015
High School Diploma, General Education
SKILLS and QUALIFICATIONS:
Customer Service and Communication:
●Customer Service
●Sales
●Strong Written & Verbal Communication
●Active Listening
●Comfortable Responding to Important Calls
●Excellent Interpersonal Skills
Technical Skills:
●4 Years of Experience in the Information Technology Field
●Network Configuration
●Hardware and Software Installation
●Technical Troubleshooting
●IT Support
●Problem-Solving
●Proficient in Ticketing Systems
Work Ethic and Adaptability:
●Ability to Multi-Task in a Fast-Paced Environment
●Willingness to Go Above and Beyond for Day-to-Day Expectations
●Adaptability to Fast-Paced Environments
●Always Ready to Expand Knowledge and Learn More About My Field
●Flexible Schedule Availability
●Team Player Attitude
●Effective Time Management
Language Proficiency:
●Fluent in Arabic
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