Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ghadeer Alkes

Madison Heights,United States

Summary

Dynamic IT Analyst with a proven track record at Greektown Casino, excelling in Power Apps development and network troubleshooting. Adept at enhancing system efficiency and resolving service tickets promptly. Strong communicator with a passion for delivering exceptional technical support and driving IT infrastructure improvements.

Overview

11
11
years of professional experience
1
1
Certification

Work History

IT Analyst

Greektown Casino
Detroit, MI
04.2025 - Current
  • Consult with vendors, corporate and property leadership, to determine specific application needs, upgrades, and overall system improvement.
  • Responsible for imaging and maintaining property computers, with a strong understanding of group policy and Windows Server roles.
  • Maintain the IT network infrastructure, and provide day-to-day monitoring, troubleshooting, and maintenance of all network devices.
  • Responsible for responding to, documenting, and resolving service tickets in a timely manner according to applicable service level agreements (SLAs).
  • Managed and developed an application using Power Apps. It streamlines our access request process; this improvement enhances efficiency within the company.
  • Responsible for configuring gaming switches flipping ports as needed and resolving server related problems.

IT Service Desk L2

HTC Global Services
Troy, MI
11.2023 - 04.2024
  • Experienced in the IT Healthcare Industry by Providing Support for Epic - Mychart Systems and iDoc, etc.
  • Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
  • Maintained an up-to-date knowledge base of frequently asked questions.
  • Provided technical support to end-users via phone, email, chat and remote access.
  • Handle the technical aspects of managing patient health information.
  • Provided Network Troubleshooting.
  • Familiar with all the Basic network troubleshooting tools.

IT Service Desk Analyst

Keno Kozie Associates Ltd.
Southfield, MI
10.2022 - 11.2023
  • Resolved 25 to 30 Tickets Per Shift
  • Set up user accounts, permissions and passwords and defined network policies and procedures
  • Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results
  • Developed Online KB Articles to Address Common Issues
  • Resolved User's account problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities
  • Managing the help desk Queue and Escalating Tickets to IT Issues to the Right Team.

Retail Store Sales Manager

Verizon Wireless
Shelby, MI
02.2020 - 08.2022
  • Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate
  • Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities
  • Mentored employees in management of complicated sales, complex issues and difficult customers.

Assistant Sales Manager

AT&T Inc
Royal Oak, MI
06.2017 - 01.2020
  • Promoted exceptional levels of customer service by asking open-ended questions and assisting clients on sales floor
  • Helped sales professionals finalize customer sales and handled escalated concerns
  • Met with team on weekly basis to identify sales opportunities, discuss strategies and execute new promotions
  • Resolved customer complaints regarding sales and service.

Help Desk Analyst

Quicken Loans
Detroit, MI
01.2015 - 09.2015
  • Assisted customers by troubleshooting and resolving technical problems
  • Created new accounts, reset passwords and configured access to servers and file management software for users
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.

Computer Technician Assistant

Office Depot Inc
Troy, MT
01.2014 - 01.2015
  • Assisted customers with instructional support and product troubleshooting
  • Resolved Level 1 technical issues with software, hardware and peripherals
  • Setup New Computers and Data Backups.

Education

Bachelor of Applied Science in Information Technology -

Oakland University
WGU
05-2025

High School Diploma -

Lamphere High School

Skills

  • IT Managed Services for 40-plus law firms
  • Healthcare IT Services
  • Network troubleshooting
  • IT infrastructure
  • Technical support
  • Power Apps development
  • Service ticket management
  • System administration
  • Application configuration
  • Troubleshooting and diagnosis
  • Windows server
  • Deploying VMware
  • Switch configuration
  • Data backup
  • JavaFX Script
  • iOS proficiency

Certification

  • Studying towards being Cisco Certified Network Associate (CCNA)
  • AWS Cloud Practitioner Certification Preparation by cloud academy.
  • Google IT support Certification.
  • Microsoft Azur fundamental.
  • IBM CyberSecurity Professional Certificate
  • Google Cyber Security Certificate

Timeline

IT Analyst

Greektown Casino
04.2025 - Current

IT Service Desk L2

HTC Global Services
11.2023 - 04.2024

IT Service Desk Analyst

Keno Kozie Associates Ltd.
10.2022 - 11.2023

Retail Store Sales Manager

Verizon Wireless
02.2020 - 08.2022

Assistant Sales Manager

AT&T Inc
06.2017 - 01.2020

Help Desk Analyst

Quicken Loans
01.2015 - 09.2015

Computer Technician Assistant

Office Depot Inc
01.2014 - 01.2015

Bachelor of Applied Science in Information Technology -

Oakland University

High School Diploma -

Lamphere High School

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Ghadeer Alkes