Kaiser Abed
IT Support Specialist
Culpeper,VA
Summary
Friendly Help Desk Technician with 3 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
IT Help Desk Technician
Jefferson Homebuilders
Culpeper, Virginia
02.2024 - Current
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
- Configured hardware, devices, and software to set up work stations for employees.
- Streamlined help desk operations by implementing an effective ticket management system.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Optimized existing network configurations for enhanced reliability and scalability of resources.
- Developed comprehensive migration strategies, ensuring seamless transitions to the Azure platform.
IT Intern
Culpeper County Public Schools
Culpeper, Virginia
04.2023 - 01.2024
- Supported IT department in handling technology rollout and maintenance.
- Provided technical support, resolving IT issues to maximize productivity for team members.
- Completed assigned tasks ahead of schedule, demonstrating strong time management skills and commitment to project success.
Sales Representative
6 Brothers Corporation
Culpeper, Virginia
01.2016 - 04.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor - Information Technology
George Mason University
Fairfax, VA 01.2024 - Current
Associate of Applied Business - Computer and Information Systems Security
Germanna Community College
Culpeper, VA 08.2022 - 12.2023
High School - Advanced diploma
Eastern View High School
Culpeper, VA 08.2018 - 05.2022
Skills
Incident reporting
Software updates
Hardware configuration
Ticket management
undefinedAccomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Timeline
IT Help Desk Technician
Jefferson Homebuilders
02.2024 - Current
Bachelor - Information Technology
George Mason University
01.2024 - Current
IT Intern
Culpeper County Public Schools
04.2023 - 01.2024
Associate of Applied Business - Computer and Information Systems Security
Germanna Community College
08.2022 - 12.2023
High School - Advanced diploma
Eastern View High School
08.2018 - 05.2022
Sales Representative
6 Brothers Corporation
01.2016 - 04.2023
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