Aaron Bayyan
Los Angeles,CA
Summary
Dedicated customer service "IT" professional with knowledge of service delivery and proven problem-solving skills. Determined to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, and excellent time management to increase profitability and drive business results.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Information Analyst 2 (Remote)
AADAP
Los Angeles, CA
11.2021 - Current
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
- Developed clear specifications for project plans using customer requirements.
- Instructed proposal team in use of computer software graphical elements, page design and aesthetic standards.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Used ticketing systems to manage and process support actions and requests.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Logged over 20 support tickets and closed them when issues were resolved.
- Trained and supported end-users with software, hardware, and network standards and use processes.
Help Desk Support Specialist
Kapstone Technologies
Los Angeles, CA
05.2018 - 11.2021
- Configured hardware, devices and software to set up work stations for employees.
- Created help desk tickets, troubleshot and resolved over 20 desktop issues remotely a day.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Determined hardware and network system issues using proactive troubleshooting techniques remotely.
- Used ticketing systems to manage and process support actions and requests remotely.
- Installed system updates to address vulnerabilities and reduce security issues.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Managed off-site installation, repair, maintenance and test tasks
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Help Desk Analyst 2
Togba Enterprises
Philadelphia/Los Angeles, PA/CA
02.2014 - 11.2018
- Created user accounts and assigned permissions.
- Provided Tier 1 & 2 IT support to non-technical internal users through desk side support services.
- Setup computer systems and Provided basic end-user troubleshooting and desktop support remotely.
- Documented support interactions for future reference.
- Assist and coordinate with high profile clients implementing white glove service.
- Performed diagnostics and troubleshooting techniques on system issues.
- Handled configurations of Mac systems and applications, in addition to installing diverse software.
- Developed and implemented preventive maintenance procedures.
- Oversaw installations of new technology and new personnel training.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Provided support for network infrastructure and baseline configurations.
Help Desk Support Analyst (Remote)
Self Employed
New Jersey/Atlanta/Delaware
01.2014 - 06.2018
- Performed maintenance tasks on Mac computers, networks and different devices.
- Configured systems according to prescribed software.
- Linked computers to network and peripheral equipment.
- Analyzed current information and helped develop plans to address needs.
- Provided primary customer support to internal and external customers.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
High School Diploma -
North Plainfield High School
North Plainfield, NJ06.2006
Skills
- Client Relationships
- Maintenance and Repair (Mother Boards, NIC, SSD, HDD, RAM, Printers, Hardware Components)
- Ticket System (Service Now)
- Microsoft M365 (Outlook, One Drive, Word , Excel, One Note, Teams, Power Point)
- Remote Desktop Support (RDP, Microsoft Teams, Team Viewer, Google Meet, Zoom, Splash Top Streamer)
- Apple & Windows Operating Systems
- Networking (Cable Management, Patching and APC Battery Hot Swapping, IP allocation)
- Application support
- Customer service expert
- White Glove Service
- Power shell
- Apple Terminal
- Command Prompt
- Active Directory
- Google Workspace
Certification
- Google Technical Support
- Comptia A+
Timeline
Information Analyst 2 (Remote)
AADAP
11.2021 - Current
Help Desk Support Specialist
Kapstone Technologies
05.2018 - 11.2021
Help Desk Analyst 2
Togba Enterprises
02.2014 - 11.2018
Help Desk Support Analyst (Remote)
Self Employed
01.2014 - 06.2018
High School Diploma -
North Plainfield High School