Hanaa Abdelmalek
Bayonne,New Jersey
Summary
Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic, and results-oriented with a demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
11
11
years of professional experience
Work History
Technical Support Technician II
NEW YORK LIFE
08.2022 - Current
- Managed a wide range of tasks involving Corporate Vice Presidents and Senior Managing Partners
- Delivered prompt responses and technical assistance to users through different communication channels such as in-person interactions, phone calls, and email.
- Ensured prompt and effective resolution of hardware, software, and network issues.
- Proficient in utilizing remote desktop applications, VPNs, and video conferencing platforms for delivering technical support remotely
- Facilitated resolution of intricate problems by involving appropriate IT staff members or third-party vendors.
- Provided technical support for laptops, desktops, and printer issues encompassing WIFI and NYL Applications. Expertise includes setting up phone applications and configuring Microsoft Office 365.
- Assisted with troubleshooting and resolving issues related to enterprise applications and various types of devices
- Effectively coordinated device upgrades and refreshes for 360 agents and partners by managing desktops, laptops, Macs, and iOS mobile devices.
- Successfully deployed and managed the installation of SecureDoc/BitLocker Disk Encryption
- Implemented streamlined processes for user authentication and access to the agency portal
- Led the coordination of new hardware deployment, upgrades, and software technologies for agents and employers
- Utilized SCCM for the re-imaging/imaging process of laptops, desktops, along with thin client PCs
- Achieved proficiency in managing Windows and Mac operating systems and troubleshooting local printers.
- Managed service now tickets to ensure efficient resolution and closure
- Evaluated and determined the priority of incident requests by considering their urgency and impact.
- Provided follow-up on closed service requests to ensure agents' satisfaction.
- Maintained high customer satisfaction by effectively communicating and resolving issues promptly.
- Demonstrated exceptional ability to handle user concerns, swiftly provide solutions, and diligently ensure issue resolution within specified timeframes.
Service Desk II
BNP Paribas bank
Jersey City, NJ
01.2022 - 07.2022
- Provided high-quality technical support to bank personnel by addressing inquiries related to IT systems, applications, and hardware problems through various channels such as phone calls, emails, and face-to-face interactions.
- Successfully resolved application issues for BNP Paribas, conducted installations and repairs, and efficiently configured operating systems..
- Resolved and troubleshooted issues in the following applications: Snow Storm, RSA System, Enterprise Store, Goverlane, Sailpoint, BAM, Who's Who, Echonet, Swift Alliance, Montran GPS, Store QM, and Atlas.
- Managed assigned tickets to ensure courteous, timely, and effective resolution of end-user issues and requests.
- Prioritized and scheduled incidents and recommendations based on urgency and impact.
- Serviced and repaired end-user devices, resolved complex issues, and tailored solutions to meet users' needs.
- Supported all internal infrastructure (laptops, desktops, printers, switches, phones, and tablets).
- Recorded and resolved technical issues when reported or dispatched the case through a ticketing system.
- Coordinated with other team members with appropriate access and technical ability to solve the problem.
-Diagnosed and resolved technical problems related to desktops, laptops, printers, scanners, and other peripherals used within the bank.uch as phone calls, emails, and face-to-face interactions.
SOC analyst l
Spectro Tel.
Neptune, NJ
10.2021 - 01.2022
- Participated in responding to security threats, alerts, and incidents as part of the Spectrotel 24/7 SOC team
- As an Analyst, one of my primary tasks was to triage security alerts identified by FortiSIEM, FortiEDR, and DarkTrace NDR.
- Evaluated all relevant information to identify and gauge potential cyber threats
- Managed collaborative initiatives to contain attacks, performed comprehensive forensic investigations for gathering threat details, and advised on remediation actions to mitigate risks
- Empowered by Dark Trace's world-leading Cyber AI Platform, successfully intercepting in-progress cyber-attacks within seconds while having the ability to detect and autonomously respond to all current, evolving threat types across the entire digital estate
- Enhanced threat response by providing visibility into complex enterprise estates using the FortiSIEM solution.
- Providing seamless security solutions, FortiSIEM was developed by Fortinet to safeguard extensive IT infrastructures
- Streamlined operations by applying Unified Event Correlation and Risk Management for Modern Networks. Developed patented methods for Unified NOC and SOC Analytics. Employed Machine Learning / UEBA to optimize User and Device Risk Scoring.
- Implemented a real-time application discovery engine, resulting in enhanced CMDB.
- Optimized dynamic user identity mapping functionality.
- Designed and implemented an innovative log parsing framework to enhance efficiency and adaptability.
- Introduced automated methods for mitigating incidents by incorporating Security Intelligence
- Utilized FortiGate Network Firewalls to fortify organizations' defense systems against web-based network threats, including known and unknown threats and various intrusion strategies.
- Increased efficiency of TTCs by utilizing Wireshark, a free and open-source packet analyzer.
- Skilled in network troubleshooting, analysis, software, and communications protocol development alongside education.
Help Desk l
A cloud for digital Solutions
Dubai
02.2013 - 04.2015
- Successfully diagnosed and repaired issues with Operating Systems
- Proficiently installed various applications and printers and resolved WiFi and network issues. Demonstrated skill in setting up and maintaining computer equipment.
- Facilitated the resolution of critical issues by promptly escalating them to both tier-2 or tier-3 support staff and management
- Directed on-site service requests to the suitable Technician
- Ensured professional and polite communication during inbound customer calls
- Provided product installation, usage, and implementation support to customers/end users
- Provided timely responses to customer/end-user inquiries, concerns, and issues using phone calls, mail correspondence, and e-mails while maintaining a courteous approach.
- Responded to customer inquiries, offering relevant technical and product information
- Conducted thorough investigations to resolve customer complaints
- Aided clients in troubleshooting and resolving computer-related difficulties
- Streamlined communication by translating complex computer concepts into simple terms for better understanding.
- Ensured customer satisfaction by following up on closed service requests.
Education
Bachelor of Accounting -
Egypt
Skills
- Hardware and Software Troubleshooting
- Operating Systems Knowledge
- Network Troubleshooting
- Software Installation and Configuration
- Customer Service Orientation
- Problem-Solving Skills
- Documentation and Reporting
- Remote Support Tools
- Security Awareness
- Communication Skills
- Time Management
- Continuous Learning
Additionalconsiderations
- Problem-Solving Ability: Demonstrated capability to analyze and solve complex technical problems.
- Adaptability: Willingness to learn new technologies and adapt to changing IT environments.
- Availability: Flexibility in work hours to support system upgrades, maintenance, and user needs.
- Critical Thinking and Decision Making: Ability to assess situations quickly, prioritize tasks effectively, and make informed decisions under pressure.
- Languages: English, Arabic
Coursescertifications
- Cybersecurity Professional Certificate, NJIT, 03/2021
- Linux Professional Institute (LPI), 10/2021
- CompTIA N+ Certification, 07/2023
- RHCSA, present
- Multi-Cloud & DevOps, present
- Linux
- Bash Scripting
- Python - GitHub
- AWS
- Docker
- Kubernetes
- Terraform
- Azure
Timeline
Technical Support Technician II
NEW YORK LIFE
08.2022 - Current
Service Desk II
BNP Paribas bank
01.2022 - 07.2022
SOC analyst l
Spectro Tel.
10.2021 - 01.2022
Help Desk l
A cloud for digital Solutions
02.2013 - 04.2015
Bachelor of Accounting -
Egypt
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