Chouccra Laula
North Richland Hills,TX
Summary
l support and networking solutions. Proven expertise in troubleshooting, configuring, and maintaining computer systems and networks to ensure seamless operations. Certified in CompTIA Security+, CompTIA Network+, and CompTIA A+ with a solid background in data security and compliance. Skilled in remote support, customer service, and problem resolution, consistently achieving high first-contact resolution rates. Adept at implementing and maintaining security protocols to protect sensitive data and enhance system performance. Strong communicator with a commitment to improving client satisfaction and reducing operational costs.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Network Administrator
AVS Technology
07.2024 - Current
- Consulted with management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Identified and immediately resolved issues with network devices.
- Assessed organizational needs and recommended suitable solutions based on best practices in network design, security protocols, and system administration standards.
- Implemented network security measures to minimize data loss.
- Assisted IT staff on troubleshooting issues and closing calls.
Help Desk Support Specialist
Fusion Wave
02.2023 - 05.2024
- First-Contact Resolution: Utilized advanced technical knowledge to achieve high first-contact resolution rates, improving efficiency
- System Configuration: Configured and deployed hardware, assigned system permissions for new hires to streamline onboarding processes
- Client Interaction: Established strong client relationships through effective communication and understanding of their technical issues
- Security Protocols: Ensured adherence to data security policies during all customer interactions to safeguard sensitive information
- Documentation: Maintained comprehensive records of client interactions and resolutions, facilitating better future support
- Efficiency Improvement: Conducted thorough problem analysis to significantly reduce ticket resolution times
- Remote Assistance: Deployed remote support tools, minimizing the need for on-site visits and reducing operational costs
- User Training: Provided end-user training on system usage and best practices to enhance user proficiency and reduce support requests
- Policy Compliance: Verified compliance with IT policies and standards, ensuring secure and efficient operations
- Technical Expertise: Applied technical expertise to troubleshoot and resolve hardware and software issues effectively
- Mac and Windows Support: Provided support for both Mac and Windows operating systems, ensuring compatibility and smooth operation
- Active Directory Management: Managed user accounts and permissions using Active Directory to maintain secure access control.
Computer Technician
ALTEX
02.2021 - 01.2023
- Hardware Maintenance: Diagnosed and repaired computer hardware issues to maintain optimal system performance
- Customer Support: Delivered remote technical support, boosting customer satisfaction and operational efficiency
- Software Solutions: Installed and configured software to meet user requirements, enhancing productivity and system performance
- Performance Enhancement: Recommended and implemented hardware and software modifications to optimize system performance
- Network Setup: Installed and configured network infrastructure, including cabling and wireless routers, to ensure reliable connectivity
- Equipment Integration: Integrated peripheral devices with network systems to improve functionality and user experience
- Troubleshooting: Identified and resolved network problems, maintaining seamless connectivity and reducing downtime
- System Upgrades: Conducted system upgrades to ensure up-to-date technology and improved performance
- Preventive Maintenance: Performed preventive maintenance to avoid potential issues and extend the lifespan of IT assets
- Technical Documentation: Created and maintained technical documentation for systems and processes to support IT operations.
Education
Computer Networking
My Computer Career
Skills
- Network Troubleshooting
- System Administration
- Technical Support
- Network systems installation
- Customer Support
- Hardware and software monitoring
- Wireless Networking
- Router Configuration
- Network Security
- Backup and recovery
- Linux Server Management
- Hardware troubleshooting
- Server Management
- Network configuration
Certification
- CompTIA A+
- Microsoft AI
- CompTIA Network+
- CompTIA Security+
- Microsoft AZ
- Linux Essentials
Timeline
Network Administrator
AVS Technology
07.2024 - Current
Help Desk Support Specialist
Fusion Wave
02.2023 - 05.2024
Computer Technician
ALTEX
02.2021 - 01.2023
Computer Networking
My Computer Career
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