Jad Awad
Woodstock,GA
Summary
Experienced with diagnosing and resolving technical issues across various platforms. Utilizes effective communication and troubleshooting skills to provide timely support. Strong understanding of user needs and system requirements, ensuring optimal performance and user satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Help Desk Analyst
MERAAS
04.2020 - 05.2024
- Collaborate with team members including sharing knowledge, documenting and contributing to the knowledge base, and offering suggestions for process improvements.
- Responsible for monitoring property connectivity and working with providers to resolve any issues.
- Troubleshoot various computer software and hardware issues.
- Document processes and maintaining service desk records.
- Prepare, implement, and monitor computer patches and software updates.
- Managed over 34 customer calls per day
- Diagnosed and troubleshot network connectivity problems to maintain optimal system performance.
IT Help Desk Assistant (Internship)
MERAAS
04.2018 - 05.2020
- Monitor network performance, and security risks, and implement proactive solutions.
- Monitor automated data exchange processes and troubleshoot transmission errors.
- Identify, prioritize, and escalate any troubling issues.
- Responsible for monitoring property connectivity and working with providers to resolve any issues.
- Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
- Answered 57 calls in 2 hours and a half, showing my efficiency and management skills to deal with any problem in a quickly timely, courteous and friendly manner.
Education
Bachelor of Business Administration - Computer Information Systems
Georgia State University - J. Mack Robinson College of Business
Atlanta, GA12.2024
Skills
- Security awareness
- Software installation
- Logging support tickets
- Network troubleshooting
- Customer support
- Help desk software
Certification
- CompTIA A+, CompTIA Trade Association - 2025
- CompTIA Security+, CompTIA Trade Association - 2025
Timeline
IT Help Desk Analyst
MERAAS
04.2020 - 05.2024
IT Help Desk Assistant (Internship)
MERAAS
04.2018 - 05.2020
Bachelor of Business Administration - Computer Information Systems
Georgia State University - J. Mack Robinson College of Business