Hamzah Omar
Catonsville,MD
Summary
Ambitious IT Technician consistently exceeds client expectations by proactively tracking and resolving faults and complaints. Accurately triages and delegates all incoming tickets. Confirms either personal resolution or correct assignment of each and every customer issue.
Overview
5
5
years of professional experience
Work History
IT Technician
Chimes
Baltimore, MD
10.2023 - Current
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Provided technical support to users via telephone or remote access.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Maintained user accounts in Active Directory and Exchange Server environments.
- Resolved hardware issues including replacing parts as necessary.
- Managed inventory of IT assets such as laptops, desktops, servers and peripherals.
IT Technical Support Specialist
Shimadzu Scientific Instruments
Columbia, MD
01.2022 - 10.2023
- Monitors help desk ticketing system
- Troubleshooting laptops, cellphones, accounts and more
- Create new accounts, password reset, configured access to servers & file management software for users
- Responded to queries, solved or referred problems and followed up with clients to increase satisfaction.
- Manages and supports Microsoft 365 Environment, Exchange, OneDrive, SharePoint/Teams, & Windows.
- Imaged over 600 laptops for "laptop rollout project"
IT Deskside Support Intern
TekSystems
Baltimore, MD
01.2021 - 01.2022
- Assist the IT team in providing technical support to employees, troubleshooting hardware, software, and network- related issues, both in-person and remotely.
- Set up and configure computer systems, laptops, and other devices for new employees.
- Conduct routine maintenance tasks, such as system updates, backups, and software installations.
- Collaborate with the IT team to monitor network performance, identify potential vulnerabilities, and implement security measures.
- Assist in managing user accounts and access permissions for various systems and applications.
Lead Technician & Store Manager`
Asurion Tech Repairs & Solutions
Baltimore, MD
01.2019 - 01.2021
- Managed quality control & maintained high level of customer satisfaction. Device + Software troubleshooting & diagnostics.
- Repairing all types of electronic devices both software & hardware. Upgrading software & hardware.
- Consulted customers regarding needs and concerns. Maintaining outstanding customer service on call & in person.
- Provided technical support to customers and staff on a variety of hardware and software issues.
Education
Bachelor of Science - Cybersecurity & Networking
UMGC
Online/Maryland 10-2024
Skills
- Troubleshooting and Diagnostics
- Remote Support
- System Administration
- Network Security
- User Training
- Software Updating
- Help Desk Support
- Microsoft Windows and Office
- CompTIA A
- CompTIA Security
Timeline
IT Technician
Chimes
10.2023 - Current
IT Technical Support Specialist
Shimadzu Scientific Instruments
01.2022 - 10.2023
IT Deskside Support Intern
TekSystems
01.2021 - 01.2022
Lead Technician & Store Manager`
Asurion Tech Repairs & Solutions
01.2019 - 01.2021
Bachelor of Science - Cybersecurity & Networking
UMGC
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