Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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Amgad Youssef

Rancho Cucamonga,California

Summary

Dynamic IT Support Specialist with a B.S. in Computer Information Systems (DeVry University, 2025) and 5+ years of IT support experience. Skilled in troubleshooting hardware, software, and networks, with proven success leading IT operations for a global nonprofit. Recognized for delivering clear technical solutions, building trusted client relationships, and bridging technology with people to drive organizational success. Preparing for CompTIA A+ certification.

Overview

1
1
Certification

Work History

Customer Service Advisor With Tech Responsibility

AAA Auto Club Group
2023 - 2025


  • Assisted clients with technical issues on online portals, account access, and digital services, ensuring smooth use of AAA’s platforms.
  • Supported coworkers by troubleshooting software and office system issues, reducing downtime.
  • Resolved customer inquiries and guided clients through navigation and problem resolution in a clear, customer-friendly manner.
  • Trained junior staff on customer service practices and technical troubleshooting, strengthening team performance.
  • Streamlined service processes to improve efficiency and response times across the department.

IT & Technology Support Specialist

Roads Of Success
2019 - 2023
  • Served as the primary IT lead, supporting organizational operations such as filming, recording, editing, broadcasting, and multimedia program delivery.
  • Installed, configured, and maintained computer systems, peripherals, and A/V equipment to ensure seamless daily operations.
  • Diagnosed and resolved technical issues across hardware, software (Windows, macOS, editing tools), and networking systems, minimizing downtime.
  • Supported administrative and data management systems, ensuring secure information handling and efficient workflows.
  • Troubleshot hardware and software issues for end-users, ensuring timely resolution of technical problems.
  • Assisted with the installation and configuration of computer systems and peripherals to enhance user experience.
  • Enabled international communication and collaboration by managing networking and system integration.
  • Provided IT training and support for staff and volunteer teams, enhancing productivity and user confidence.
  • Developed documentation and user guides, streamlining troubleshooting and knowledge transfer.
  • Implemented preventive maintenance schedules and IT best practices, improving long-term system reliability.
  • Acted as the go-to technology resource, aligning IT solutions with the nonprofit’s humanitarian mission.

Life Insurance Agent

Kemper Life
2014 - 2018
  • Built trusted client relationships by advising and servicing customers, consistently exceeding 150% of sales goals.
  • Delivered tailored recommendations based on client needs and maintained long-term retention through follow-ups.
  • Recognized for exceptional communication and problem-solving, enhancing customer satisfaction and loyalty.

IT Technician

The Way Station
2012 - 2016
  • Installed and configured hardware and software for end-users, ensuring optimal performance.
  • Diagnosed and resolved network, server, and workstation issues efficiently.
  • Conducted preventive maintenance to reduce downtime and increase system reliability.

Education

Bachelor of Science - Computer And Information Systems

DeVry University
Ontario, CA
06-2025

Skills

  • IT Support & Help Desk Services
  • Computer Hardware & Peripherals (PCs, printers, scanners, monitors)
  • Multimedia Systems (filming, video editing, audio/visual, broadcasting)
  • Networking & Telecommunications (routers, switches, modems, cabling, fiber optics)
  • Software Installation, Troubleshooting & Deployment (Windows, macOS, Linux)
  • Preventive Maintenance & Diagnostics
  • Technical Documentation & System Administration
  • User Training & Volunteer/Staff Support
  • Client/Stakeholder Communication & Collaboration
  • Database management

Accomplishments

  • Led IT operations for a global nonprofit, maintaining systems that supported international media production and outreach programs for children in need.
  • Resolved >95% of technical issues independently, minimizing downtime and ensuring smooth use of hardware, software, and networks.
  • Strengthened global communications by implementing and supporting networking solutions across multiple countries.
  • Delivered user training and support for staff and volunteers worldwide, improving productivity and reducing recurring IT problems.
  • Built trusted client relationships through superior service, advising, and problem-solving, resulting in consistent satisfaction of > 150% of goal over 5+ years.
  • Streamlined support processes by documenting technical procedures and creating user guides, cutting resolution time for common issues.
  • Recognized as the go-to technical expert, bridging the gap between technology and people to ensure reliable operations.

Certification

  • CompTIA A+ [Expected 2025]

Languages

English
Native or Bilingual
Arabic
Native or Bilingual
Spanish
Limited Working

Timeline

Customer Service Advisor With Tech Responsibility

AAA Auto Club Group
2023 - 2025

IT & Technology Support Specialist

Roads Of Success
2019 - 2023

Life Insurance Agent

Kemper Life
2014 - 2018

IT Technician

The Way Station
2012 - 2016

Bachelor of Science - Computer And Information Systems

DeVry University

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