Bassam Wazwaz
New Brighton,MN
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
9
9
years of professional experience
1
1
Certification
Work History
Systems Administrator
Brooklyn Center Community Schools (ISD 286)
03.2024 - Current
- Improved system performance by implementing server upgrades and hardware replacements.
- Streamlined network administration tasks for increased efficiency through automation scripts.
- Enhanced system security with regular patch updates and vulnerability assessments.
- Ensured optimal server uptime, monitoring system health and performing routine maintenance.
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
- Conducted regular audits of user accounts and access permissions, maintaining compliance with regulatory standards and organizational policies.
- Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
Service Desk Team Lead
Global Distribution Inc.
Blaine, MN
06.2022 - 03.2024
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
IT Specialist
Brooklyn Center Community Schools (ISD 286)
09.2018 - 09.2022
- Assist in inventory and management of technology equipment
- Manage Active Directory, DNS, DHCP, Group Policies
- Assist team in client communication and scheduling of various request from other facility member
- Assist and assign tasks for Technology Department projects throughout the school year, including new equipment enrollment, and application installation via Jamf
- Maintain, install, and monitor network connections and activity for the district which included access points and network phones
- Provide technical support in person, via phone, email, or text
- Device repairs for iOS, Chrome OS, MacOS and Windows
- Provide technical support in person, via phone, email, or text
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Configured hardware and granted system permissions to new employees.
Desktop Support Specialist
Sunshine Foods
03.2015 - 08.2018
- Provide support for computer operating systems including Windows XP Windows 7, and Windows 10
- Maintain and update all hardware and software according to business requirements
- Identify security threats to systems and take necessary steps to resolve them
- Set up and supervise new employee ID and assign rights and access
- Replace, repair, and set up new or existing equipment that is faulty
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Purchased, setup and installed new computers
Help Desk Analyst (Contractor)
Faegre Bakers & Daniels
02.2016 - 06.2016
- Provide first and second level service desk support by identifying, analyzing, and solving clients report problems with systems/applications, over the phone and in person
- Record all incidents using an incident tracking system according to the defined documentation standards
- Contribute, update, and add new articles to the internal knowledge base
- Work with other technical support teams across the firm as they relate to the IT operations based processes of IT service management
- Met the requirement for solving and or escalating 'VIP Client issues' tickets on time
- Assist clients via remote screen access (Bomgar and Windows Remote Access) to solve their issues
- Identified and resolved problems through root cause analysis and research.
Help Desk Support Specialist (Contractor)
UnitedHealth Group
09.2015 - 12.2015
- Resolve client's issues under the required time
- Document each call in a ticketing system with great detail of all the details the client gives
- Work on escalating issues to the appropriate Technical Team
- Contribute to the knowledge base if a new procedure has an update to the resolution
- Provide great customer service to the clients and notify theConflict Resolution team if I felt the client was still upset after the technical issue was resolved
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Education
A.S - Computer Science
Minneapolis Business College
Roseville, MN12.2011
Irondale High School
New Brighton, MN06.2007
Skills
- Desktop Support
- Windows and Mac systems
- Business Development
- Technical Support and Assistance
- Customer Service Expertise
- Staff Training
- Diagnosis Support
- Hardware Upgrades
- Configuring Devices
- Application Support
- Technical Reporting
- Technical Issue Analysis
Certification
- Apple Certified Support Professional
- Trafera's Google Workspace Boot Camp Certification
- Comp TIA+
Timeline
Systems Administrator
Brooklyn Center Community Schools (ISD 286)
03.2024 - Current
Service Desk Team Lead
Global Distribution Inc.
06.2022 - 03.2024
IT Specialist
Brooklyn Center Community Schools (ISD 286)
09.2018 - 09.2022
Help Desk Analyst (Contractor)
Faegre Bakers & Daniels
02.2016 - 06.2016
Help Desk Support Specialist (Contractor)
UnitedHealth Group
09.2015 - 12.2015
Desktop Support Specialist
Sunshine Foods
03.2015 - 08.2018
A.S - Computer Science
Minneapolis Business College
Irondale High School