Hassan Ibrahim
San Jose ,CA
Summary
Friendly Help Desk Technician with 3 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
1
1
Certification
Work History
IT Help Desk Technician
MinMinimally Invasive Surgical Solutions
01.2024 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Optimized network performance through routine monitoring, troubleshooting, and infrastructure upgrades.
- Developed and implemented preventive maintenance procedures.
- Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Used ticketing systems to manage and process support actions and requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed and configured operating systems and applications.
- Self-motivated, with a strong sense of personal responsibility.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Education
Software Engineering - Software Engineering
Beijing Jiaotong University
Beijing China07.2017
Google IT Support - Information Technology
Coursera
Online10.2023
Google Cybersecurity - Informaion Technology
Coursera
Online 03.2024
Skills
- Supply Management
- Software Upgrades
- Data Recovery
- System diagnostics
- Attention to Detail
- Email Configuration
- MySQL
- Computer System Diagnostics Software
- Issue and Resolution Tracking
- Hardware upgrades
- Virtualization Technologies
- Problem-Solving
- Hardware Configuration
- Desktop support
- Server Administration
- Teamwork and Collaboration
- Help Desk Support
- Active Listening
- Software Updates
- User Training
- User Support
- Microsoft Windows and Office
- Service support
- Mac systems
- Technical Support
- Customer Service
- VPN Configuration
- Ticket support system management
- User credential management
- System Administration
- Printer setup
- Friendly and Patient
- Security Certification
- Online Chat Support
Accomplishments
I'm thrilled to share that I recently completed both the Google Help Desk Support certification through Coursera and the Google Cybersecurity certification. These achievements mark significant milestones in my journey to expand my knowledge and expertise in the field of technology.
The Google Help Desk Support certification has equipped me with the skills to provide technical assistance effectively, troubleshoot various issues, and communicate solutions efficiently to users. It's a testament to my commitment to delivering exceptional support and ensuring smooth operations within any tech-driven environment.
Furthermore, obtaining the Google Cybersecurity certification has deepened my understanding of essential cybersecurity principles and best practices. In today's interconnected world, cybersecurity is paramount, and being certified in this area allows me to contribute to safeguarding digital assets, mitigating threats, and ensuring the integrity of information systems.
These certifications not only validate my proficiency but also reflect my dedication to continuous learning and staying abreast of industry trends. I'm excited to leverage these accomplishments to pursue new opportunities and make meaningful contributions in the ever-evolving landscape of technology.
Certification
- Certified IT HELP DESK , Minimally Invasive Surgical Solutions - 1/1/2024 to present.
- help desk support License - 1/1/2024 to present
- Google IT Support Professional Certificate , Google - 10/20/2023
- System Administration and IT Infrastructure Services Training
- Technical Support Fundamentals
- Operating Systems and You: Becoming a Power User
Languages
English
Professional Working
French
Full Professional
Chinese (Mandarin)
Professional Working
Arabic
Professional Working
Timeline
IT Help Desk Technician
MinMinimally Invasive Surgical Solutions
01.2024 - Current
Software Engineering - Software Engineering
Beijing Jiaotong University
Google IT Support - Information Technology
Coursera
Google Cybersecurity - Informaion Technology
Coursera
- Certified IT HELP DESK , Minimally Invasive Surgical Solutions - 1/1/2024 to present.
- help desk support License - 1/1/2024 to present
- Google IT Support Professional Certificate , Google - 10/20/2023
- System Administration and IT Infrastructure Services Training
- Technical Support Fundamentals
- Operating Systems and You: Becoming a Power User
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