Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ismail Alyassiri

Cedar Rapids

Summary

Dynamic Software Support Specialist with a proven track record at LeepFrog Technologies, excelling in troubleshooting and problem-solving. Adept at enhancing user experience through effective communication and quality control, I have successfully resolved software bugs and delivered impactful training, ensuring seamless software implementation and client satisfaction.

Overview

7
7
years of professional experience

Work History

Software Support Specialist

LeepFrog Technologies
Iowa City
05.2022 - 03.2025
  • Provided technical support to university clients using CourseLeaf software, addressing issues promptly.
  • Investigated and resolved reported software bugs to maintain system integrity.
  • Responded to support requests via email, ticketing systems, or phone in a professional manner.
  • Assisted in configuring software features to align with specific academic workflows.
  • Conducted system testing and quality assurance to validate client data implementations and customizations.
  • Reviewed catalogs and curriculum forms for formatting consistency and adherence to business rules.
  • Delivered user training on effective navigation of the CourseLeaf platform, including documentation for diverse audiences.
  • Collaborated with project managers and developers to ensure timely updates and customizations.

Desktop Support / IT

Transamerica
CEDAR RAPIDS
12.2021 - 05.2022
  • Technical Support & Troubleshooting
    Provide Level 1 and 2 technical support for hardware, software, and network-related issues.
    Diagnose and resolve issues with desktops, laptops, printers, and mobile devices.
    Assist users with application problems (e.g., Microsoft Office, VPN, proprietary tools).
  • User Account & Access Management
    Create, modify, and disable user accounts in Active Directory.
    Reset passwords, manage permissions, and troubleshoot access issues.
    Support onboarding/offboarding processes and ensure proper access is provisioned.
  • Ticketing & Documentation
    Use ITSM platforms (like ServiceNow or Remedy) to track, manage, and close support tickets.
    Document solutions, procedures, and known issues in the knowledge base.
    Maintain accurate asset and support records.
  • IT Projects & Rollouts
    Participate in company-wide technology deployments, software migrations, and IT infrastructure projects.
    Assist with testing and rollout of new tools and systems.
  • Security & Compliance
    Ensure systems comply with company IT policies and security standards.
    Perform routine patching and antivirus updates.
    Report and escalate potential security incidents.
  • Customer Service
    Deliver excellent support with a focus on professionalism, patience, and clear communication.
    Educate end users on tools and best practices to avoid repeat issues.

IT Operator

Nordstrom Inc
CEDAR RAPIDS
03.2018 - 12.2021
  • Troubleshoot and resolve issues with Windows 10/11 operating systems, Dell desktops/laptops, Zebra.
  • System Monitoring & Maintenance
    Monitor performance of servers, networks, and critical applications.
    Ensure batch jobs and automated tasks are running on schedule.
    Perform health checks on systems and respond to alerts.
  • Incident Management
    Respond to and resolve hardware, software, and network issues.
    Log and escalate incidents to higher-level support teams when necessary.
    Communicate outages or disruptions to appropriate teams and stakeholders.

Education

Associate of Arts - Computer Science

University Of Iowa
Iowa City, IA
01.2017

Computer Programming Student -

Kirkwood Community College and University of Iowa
Cedar Rapids, IA
05.2014

Associate of Arts - Computer Programming

Kirkwood Community College
Cedar Rapids, IA
01.2012

Skills

  • Computer programming and coding
  • Quality control
  • Technical proficiency
  • Deadline management
  • Rapid learning
  • MS Office proficiency
  • Valid driver's license
  • Team development
  • Communication skills
  • Troubleshooting and problem-solving
  • Database design and software projects
  • Customer service and support
  • Email management

Timeline

Software Support Specialist

LeepFrog Technologies
05.2022 - 03.2025

Desktop Support / IT

Transamerica
12.2021 - 05.2022

IT Operator

Nordstrom Inc
03.2018 - 12.2021

Associate of Arts - Computer Science

University Of Iowa

Computer Programming Student -

Kirkwood Community College and University of Iowa

Associate of Arts - Computer Programming

Kirkwood Community College

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