Ahmed Esmail
East Elmhurst,NY
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
6
6
years of professional experience
Work History
Desktop Support Technician
HCL Technologies
03.2021 - Current
- Obtained and evaluated information about new systems, peripherals and software technology.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
System Administrator
DISH
06.2019 - 01.2021
- Worked with users to determine areas of technology in need of improved usability.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Provisioned new software and hardware for use, following established security policies.
- Established network specifications and analyzed workflow, access, information and security requirements.
- Managed onboarding and offboarding of employees.
IT Support Engineer
NYC Department Of Education
07.2017 - 04.2019
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Translated complex technical issues into digestible language for non-technical users.
Education
Bachelor of Science - Computer And Information Sciences
New York City College of Technology of The City University of New York
Brooklyn, NYSkills
- Ticketing system: ServiceNow, Freshdesk, Jira Service Desk, Zendesk
- Customer Communication and Empathy
- Resolve Technical Problems
- Remote Support
- Software: Active Directory, Office 365, Outlook, Cisco AnyConnect, Duo, Slack, Zoom, GoogleWorkspace
- Platforms: Windows 10 Enterprise, macOS, Android, IOS
- New System Deployment
- Hardware Troubleshooting
Timeline
Desktop Support Technician
HCL Technologies
03.2021 - Current
System Administrator
DISH
06.2019 - 01.2021
IT Support Engineer
NYC Department Of Education
07.2017 - 04.2019
Bachelor of Science - Computer And Information Sciences
New York City College of Technology of The City University of New York