Faisal Qabba
Lowell,Massachusetts
Summary
Adept at enhancing IT support processes and network reliability, demonstrated during my tenure at Axcelis Technologies Inc. Leveraged expertise in Networking, Microsoft Azure, and bilingual communication skills to resolve over 90% of issues promptly, significantly improving customer satisfaction and excelled in collaborative problem-solving and technical troubleshooting, confident Computer Technician with expertise in help desk environments, assisting employees and customers with technical issues. Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues—strong background in providing efficient and effective solutions to clients.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Help Desk
Axcelis Technologies Inc
01.2023 - Current
- Part of the Solution Center (Help Desk) team.
- Support PCs in software, hardware, and peripheral devices.
- Analyze problems with hardware, software, and customer operating environment to identify problem areas and recommend corrective action on 90% of the calls.
- Provided Level 1 technical support (on the phone, via email, via Teams, and in person) for all IT-related PC / Desktop / Video equipment.
- Deploy software to users.
- Accept, update, and close tickets, requests, and tasks promptly.
- Configure, image, and deploy new PCs.
- Increase technical knowledge of key IT Help Desk-related tools and essential applications Web Help Desk (Ticketing System) Active Directory Users and Computers Microsoft Teams Office 365.
Help Desk Assistant
Anchore
01.2020 - 01.2022
- Assisted customers with software installation, ensuring proper setup and smooth operation.
- Collaborated with team members to solve complex problems and provide top-notch support services.
- Provided remote assistance to customers, guiding them through resolution steps over the phone or via email.
- Assessed, troubleshot and repaired various machines such as desktops, printers and sorters.
Help Desk Associate
MK Services
01.2018 - 12.2019
- Streamlined help desk processes for quicker response times to support requests.
- Managed high-volume ticket queue, prioritizing urgent issues and providing timely solutions.
- Served as a reliable point of contact for end-users, addressing concerns with empathy and professionalism.
- Completed troubleshooting at off-site locations.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Maintained detailed documentation of troubleshooting steps and resolutions for future reference.
Network Technician
CIRCET MOROCCO
01.2016 - 12.2018
- Installed cabling, wireless routers, and telephone systems for data communications networks.
- Performed network diagnostics to determine performance levels of new installations and detect faults in existing infrastructure.
- I replaced failed hardware in server rack systems, swapping hard disks, power supplies, and other field serviceable components.
- Improved network reliability by troubleshooting and resolving hardware and software issues.
- Collaborated with team members to successfully implement large-scale network projects.
- Worked with outside vendors for fiber installations and service.
- Troubleshoot hardware and software to determine and rectify network problems.
- Managed security operations for ten computers in the network, related systems, and maintenance protocols.
Education
Associate of Science - Cybersecurity And Computer Networking
North Shore Community College
Lynn, MA08.2023
Computer Networking Certificate - Computer Networking
North Shore Community College
Lynn, MA12.2022
No Degree - Online Certificate
Coursera
Google12.2018
Skills
- Languages: English, French, Fluent in Arabic
- Networking (VMWare, LAN, TCP/IP, VPN, Network Security, SCCM, Hardware Maintenance, Troubleshooting, Firewalls, Cisco Technologies Cisco Packet Tracer)
- Microsoft HoloLens 2 Device Troubleshooting using the Advanced Recovery Companion tool to Reset & recover Microsoft HoloLens 2 Device
- Microsoft Azure (Wipe Devices, Delete, fresh start, Autopilot reset)
- Installs, configures, and supports all workstation operating systems (Windows 10)
- Maintains, installs, configures, and supports Windows Server Operation Systems (2012 R2, 2016, 2019)
- Installed, operated, and maintained new and existing computer hardware and software on LAN\WAN
- Uses Active Directory to automate settings and changes to end-user computers
- Unix/Linux: various commands, vi editor
- Configured hardware - system memory, partitions hard disk, and installed Operation System
- Provide and update router and firewall security
Certification
- Certified [Job Title], [Company Name] - [Timeframe]
Languages
Arabic
Native or Bilingual
French
Professional Working
Timeline
Help Desk
Axcelis Technologies Inc
01.2023 - Current
Help Desk Assistant
Anchore
01.2020 - 01.2022
Help Desk Associate
MK Services
01.2018 - 12.2019
Network Technician
CIRCET MOROCCO
01.2016 - 12.2018
Associate of Science - Cybersecurity And Computer Networking
North Shore Community College
Computer Networking Certificate - Computer Networking
North Shore Community College
No Degree - Online Certificate
Coursera
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