Ali Hasanzda
Phoenix,AZ
Summary
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets. Motivational Supervisor with 4 years of experience monitoring, coordinating and allocating employee efforts to achieve organizational goals. Proven track record with continuous improvement, performance growth and schedule management.
Overview
8
8
years of professional experience
1
1
Certification
Work History
User Support Supervisor
Cochise College Sierra Vista Campus
Sierra Vista, AZ
04.2023 - 11.2023
- Oversaw Directed Service Desk staff, ensuring accurate service request entry.
- Managed daily operations, set KPIs, and provided leadership for team development.
- Organized and maintained staging room inventory.
Ensured adequate staffing, policy compliance, an d delivered high-quality customer support. - Assisted with budgeting for equipment or software licenses.
- Developed training materials, procedures, and trained users.
- Maintained records of data communication transactions and installation activities.
- Identified opportunities for process automation within the IT infrastructure.
- Monitored service desk performance and productivity standards.
- Documented system environment changes according to change management procedures.
- Evaluated software or hardware for improvements or upgrades.
- Managed system access requests, including user accounts, permissions, and licenses.
- Responded promptly to escalations related to IT services.
- Generated monthly reports on key performance indicators.
- Worked with Active Directory, Group Policy updates, Cisco AnyConnect (VPN), Cisco Unity Administration, PowerShell, Command Prompt scripts, and created customized Windows images via SCCM.
- Coordinated with user support technician departments, scheduling installations, moves, and replacements.
IT Technical Support Specialist
Cochise County
Bisbee, AZ
08.2018 - 03.2023
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Used remote login tools such as Windows RDP, ConnectWise Screen connect to assist and troubleshoot clients issue.
- Documented technical information such as troubleshooting steps taken during issue resolution process.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
- Served as first point of contact for incoming technical service calls and emails.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Familiar with Microsoft Azure Cloud Services, Storage Accounts, OneDrive and google Drive.
- Experienced in working with active directory, Virtual Machines, Microsoft Azure Classic online and on perm.
- Troubleshooting Windows 10 OS, Microsoft 365, windows server 2016
- Resolving basic network issues such, DHCP, IP configuration, DNS resolving.
- Experience with ticketing systems such as ConnectWise and Remedy Force.
- Using windows remote assistance such as Windows RDP, ConnectWise automate and Screen connect.
- Strong knowledge of working and troubleshooting Microsoft 365, Windows 7, Windows 10, Active Directory, Group Policy update, Cisco AnyConnect (VPN), PowerShell, and command Prompt scripts.
- Created customized windows images, resolved Networking issues, and performed tests of functionality, security, and performance of different workstations and devices.
- Responsible for maintaining, configurations, coordinating with departments, and scheduling installations, moves, and replacements.
Market Researcher Team Lead
KT&G Korea
Seoul, Korea
03.2016 - 01.2019
- Monitored competitor activities in the marketplace.
- Determined best methods to meet research objectives and produce useful data.
- Provided recommendations on how best to reach desired target markets.
- Developed questionnaires to collect primary data from customers.
- Prepared presentations summarizing market research results.
- Developed and used specific methodologies for collecting and analyzing marketing data.
- Facilitated communication between marketing team members and other departments.
- Summarized raw data and analyses and made recommendations based on findings.
- Collected, analyzed and interpreted market research data to identify trends.
Education
Bachelor of Science - Engineering Technology
Seoul National Universtity
1 Gwanak-ro, Gwanak-gu, Seoul, South Korea07-2017
Language - Korean Language
Sun Moon University
Asan-si, Chungcheongnam-do, South Korea03-2013
Skills
- Stress Tolerance
- Incident Management
- Documentation
- Analytical Mastery
- Problem-Solving Skills
- Time Management
- Team Oversight
- Hospitality Services
- Front Desk Management
- Inventory Oversight
- Administrative Skills
Languages
Korean
Limited
Persian
Native/ Bilingual
Certification
- COMPTIA A+
- COMPTIA Network +
Accomplishments
- Samsung Showcase PyeongChang Olympic Games ( Best customer service)
Timeline
User Support Supervisor
Cochise College Sierra Vista Campus
04.2023 - 11.2023
IT Technical Support Specialist
Cochise County
08.2018 - 03.2023
Market Researcher Team Lead
KT&G Korea
03.2016 - 01.2019
Bachelor of Science - Engineering Technology
Seoul National Universtity
Language - Korean Language
Sun Moon University
- COMPTIA A+
- COMPTIA Network +
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