Abdelilah El Hajjami
Help Desk Technician
Dallas,TX
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
18
18
years of professional experience
1
1
Certification
Work History
IT Support Specialist
MergeIT
Dallas, TX
04.2023 - Current
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Conducted workflow analysis, space design or cost comparison analysis.
- Devised incisive workarounds and resolutions for IT-related problems.
- Collected, analyzed and reported on data for use in operational planning.
- Supported customers with online billing, access and account issues.
- Created user accounts and configured settings in Active Directory.
- Installed software applications as requested by customers.
- Supported new infrastructure planning and deployment to meet organizational expectations.
- Implemented security measures to protect data from unauthorized access.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Reviewed requests for service to resolve IT difficulties, documenting and fielding tickets to improve problem resolution.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Configured workstations, networks, servers and printers for end users.
- Maintained accurate inventory of owned and new equipment to support availability of replacement parts when needed.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Installed and supported desktop software titles and add-ons.
- Maintained working knowledge of current hardware and equipment by completing required training and reading applicable literature.
Help Desk Support Technician
Parkland Hospital
Dallas, TX
10.2021 - 07.2022
- Supported customers with password resets and account customization.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Resolved customer complaints via phone or email correspondence in a timely manner.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Used remote login tools to assist clients with technical and product questions.
- Diagnosed hardware, software, and network problems for customers.
- Opened service tickets for clients, documenting user information and description of problem.
- Provided technical assistance to customers over the phone and in person.
- Responded quickly to emergency service requests from customers when necessary.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Provided guidance on best practices related to system security and data backup protocols.
- Configured computer systems and installed applications for customers.
- Utilized remote desktop support tools to access customer computers remotely for diagnosis and repair.
- Documented issues in bug tracking system for reporting.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Resolved Level 1 technical issues with software, hardware and peripherals.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Performed daily system monitoring to ensure optimal performance of servers and networks.
- Monitored ticketing system queues regularly to ensure fast response times.
- Assisted with troubleshooting of LAN and WAN networks.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Helpdesk Associate
NTT Data
Casablanca, Morocco , Casablanca, Morocco
12.2005 - 10.2007
- Collected, analyzed and reported on data for use in operational planning.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Created user accounts and configured settings in Active Directory.
- Installed software applications as requested by customers.
- Implemented security measures to protect data from unauthorized access.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Evaluated software or hardware to recommend improvements or upgrades.
- Configured workstations, networks, servers and printers for end users.
- Oversaw equipment and system operations, surveying for potential security vulnerabilities and upgrade needs.
- Maintained accurate inventory of owned and new equipment to support availability of replacement parts when needed.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Assisted colleagues with complex IT problems or inquiries.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Stayed abreast of latest software developments to enhance job knowledge.
- Developed and maintained strong relations with customers to meet quality expectations.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Maintained an inventory of all IT equipment in the organization.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Installed and supported desktop software titles and add-ons.
- Demonstrated advanced product knowledge to solve customer issues.
- Maintained working knowledge of current hardware and equipment by completing required training and reading applicable literature.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Performed walk-throughs for new hires to aid in technological onboarding processes.
- Developed procedures for installation, configuration and testing of IT products.
- Monitored support activity trends to create problem resolution and solution reports.
- Developed self-help tools, user assistance documents and training initiatives to execute overall business technology plans.
- Responded promptly to service requests from staff members.
- Conducted research into software solutions to meet customer needs.
- Provided technical support to clients via phone, email, and remote access.
- Identified problems in printers, scanners and networking hardware, applying required fixes or escalating issues.
- Served as first point of contact for incoming technical service calls and emails.
Education
Bachelor of Science -
El Quaraouiyine University
Fes, Morocco07.2002
Certification
computer science / July 2005 to Present.
Certification in IT Help Desk Technician / End User Support Specialist October 2020 to present.
CompTIA A+ / August 2021 to August 2024.
CompTIA Networking+ / February 2023 to February 2026
Languages
English
Professional
French
Limited
Arabic
Professional
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Support Specialist
MergeIT
04.2023 - Current
Help Desk Support Technician
Parkland Hospital
10.2021 - 07.2022
Helpdesk Associate
NTT Data
12.2005 - 10.2007
Bachelor of Science -
El Quaraouiyine University