Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Hazem Arman

Bridgeview,IL

Summary

Entry-level cybersecurity professional with a strong foundation in IT support, network troubleshooting, and system management. CompTIA Network+ and Security+ certified, with hands-on experience in security patching, vulnerability management, and technical support. Proven ability to identify and resolve issues efficiently while maintaining high levels of customer satisfaction. Bilingual in Arabic and English, with excellent communication, problem-solving, and leadership skills.

Overview

8
8
years of professional experience
1
1
Certification

Work History

IT Help Desk Technician

Friends Trucking
06.2018 - Current
  • Provided technical support for end-users, troubleshooting hardware, software, and network issues via phone, email, and remote desktop support
  • Diagnosed and resolved issues related to operating systems (Windows, macOS), applications, and network connectivity
  • Logged, tracked, and prioritized incoming technical support requests in the IT ticketing system, ensuring timely resolution and user satisfaction
  • Assisted users with setting up and configuring new devices, software applications, and hardware peripherals
  • Collaborated with the IT team to perform system upgrades, security patches, and software installations, ensuring compliance with company standards
  • Provided training and guidance to end-users on basic IT functions, software features, and security best practices
  • Resolve tickets within SLA's
  • Knowledgeable in saas and okta
  • Knowledgeable in google workspaces
  • Password resets, AD account unlocks
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices, and software to set up work stations for employees.

Dispatcher/Customer Service

Friends Trucking
06.2018 - Current
  • Efficiently dispatch service requests, optimizing driver and technician routes
  • Act as the main point of contact for customers, addressing inquiries, resolving complaints, and providing timely updates
  • Process and maintain accurate paperwork for service requests, work orders, invoices, and logs
  • Manage and update customer records with high accuracy
  • Prepare detailed reports for management on service performance, route optimization, and customer feedback
  • Handle emergency dispatches and prioritize requests with a calm and professional demeanor

Hardware Technician

pc circle
01.2017 - 01.2020
  • Troubleshoot hardware and software issues on computers
  • Provide technical support for resolving consumer issues
  • Install and configure routers for network connectivity
  • Set up and troubleshoot WiFi connections
  • Respond to and resolve SEV 1 tickets in a timely matter
  • Ensure computers are updated and maintained for optimal performance
  • Printer configurations, VPN, hardware issues

Education

Bachelor of Science -

AlBalqa Applied University
Amman Jordan

Associate of Arts -

Universal Technical Institute (UTI)
Lisle, IL

Skills

  • Bilingual
  • IT Experience
  • Technology Management
  • Customer service
  • Time management
  • Communication skills
  • Leadership
  • Guest services
  • Microsoft word
  • Microsoft Office
  • Documentation review
  • Computer literacy
  • Remote desktop tools
  • Microsoft excel
  • Incident reporting
  • Software updates

Certification

  • CompTIA Network+
  • CompTIA A+
  • CompTIA Security+

Languages

English
Native or Bilingual
Arabic
Native or Bilingual

Timeline

IT Help Desk Technician

Friends Trucking
06.2018 - Current

Dispatcher/Customer Service

Friends Trucking
06.2018 - Current

Hardware Technician

pc circle
01.2017 - 01.2020

Bachelor of Science -

AlBalqa Applied University

Associate of Arts -

Universal Technical Institute (UTI)

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Hazem Arman