Ali R Hasanzada
IT Helpdesk Technician
Bisbee,AZ
Summary
I have been working with the Cochise County IT department as a help desk over 3 years. Detail-oriented, a team player, and have a very energetic personality. Friendly Help Desk Technician quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communication even in stressful situations. Enjoying solving problems and am not shy to ask if I don’t know.
Created and helped with multiple scripts for pushing toward automating clients’ computers. Experienced working with ConnectWise ticketing, Automate and control, and its feature. Very good at documenting issues, ticket-based, tasks, problem-solving, and troubleshooting.
As an IT Technician, I have had to configure and maintain Microsoft Office, Microsoft 365 accounts, Windows 7, Windows 10, Active Directory, Group Policy, and Cisco AnyConnect (VPN). Working with PowerShell and command Prompt scripts, Linux commands, and windows servers. Familiar with and worked with GPOs updating, managing, and documenting active directories users.
Overview
3
3
years of professional experience
Work History
IT Help Desk Technician
Cochise County
08.2019 - Current
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided Tier 1 to Tier 3 IT support to non-technical internal users through desk-side support services.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Worked with GPOs updating, managing, and documenting active directories users.
- Created and helped my team with multiple scripts for pushing toward automating our clients’ computers. Experience working with PowerShell scripts and command Prompt scripts. Familiar with Linux commands and their tools.
- Created/developed customized windows images for our customers based on their needs.
- Resolved Cisco AnyConnect VPN, Networking such as IP addressing, subnetting, Cisco network tools, routers, and switches.
- Assisted Level 3 helpdesk and network engineers with Incident and Problem management.
- Knowledge of cloud computing such as Google cloud, AWS, and Azure.
- Made recommendations to purchase hardware and software, coordinated installation, and provides backup recovery.
- Configured hardware, devices, and software to set up workstations for employees.
- Managed customers' expectations of support and technology functions to provide positive user experience.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Bachelor of Science - Civil Engineering Technology
Seoul National University
South Korea03.2013
Skills
- Resolving Problems and Incidents
- Troubleshooting Network Issues/AD user accounts
- Tracking and Documentation
- Defect Analysis and Resolution
- Microsoft Active Directory
- Computer Hardware Knowledge
- Network Infrastructure Monitoring
- Computer Diagnostic Software
- Remote Technical Support
- Collaborative Team Player
- Microsoft Windows and Office
- Account Administration
- Switches and Routers
- VPN Configurations
- Hardware and Software Repair
- Organizational Skills
Soccer, Hiking, traveling, learning language and caltures
I love playing soccer and watching the game. I have been playing soccer since I was 10. Beside that I also like hiking and traveling. I am very interested in different language and cultures. I can speak 3 languages. Persian ( native), English and Korean.
Languages
Persian
Native or Bilingual
Korean
Limited Working
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
IT Help Desk Technician
Cochise County
08.2019 - Current
Bachelor of Science - Civil Engineering Technology
Seoul National University
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