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.
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
- Apple Certified Support Professional
- Trafera's Google Workspace Boot Camp Certification
- Comp TIA+
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