Joseph Menassa
IT Support Specialist
Jounieh
Summary
Results-driven IT professional with a strong background in delivering innovative technological solutions to enhance business operations. Proficient in managing and optimizing IT systems, with a focus on improving efficiency, reducing costs, and ensuring seamless functionality. Adept at collaborating with cross-functional teams to identify and implement strategies that align technology with business goals. Known for strong problem-solving skills, adaptability, and a commitment to continuous learning in a rapidly evolving industry."
Overview
11
11
years of professional experience
19
19
years of post-secondary education
Work History
Technical Support Engineer
CME Offshore
Beirut, Beyrouth
1 2023 - Current
- Troubleshooting: Diagnosing and resolving technical issues reported by end users or detected through system monitoring tools
- Helpdesk Support: Responding to support tickets, phone calls, or emails from users seeking technical assistance
- Software and Hardware Installation: Installing, configuring, and upgrading computer software, operating systems, drivers, and hardware components.
- Maintenance and Upgrades: Performing routine maintenance tasks such as system updates, patches, and backups.
- Network Support: Assisting with network troubleshooting, including issues related to network connectivity, wireless networks, firewalls, and VPNs.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
- Improved client satisfaction with personalized troubleshooting sessions that catered to individual needs and skill levels.
- Increased first-call resolution rates, meticulously diagnosing issues and providing effective solutions on initial contact.
- Diagnosed and troubleshoot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
- Created user accounts and assigned permissions.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Streamlined helpdesk response times, implementing new ticketing system that prioritized urgent queries.
IT Technician
Macrotronics
Ghazir, Mohafazat Mont-Liban
03.2021 - 05.2022
- Hardware and Software Troubleshooting: Diagnosing and resolving hardware and software issues reported by end users.
- User Support: Assisting end users with technical issues, over phone or via remote support tools.
- Hardware Installation and Upgrades: Installing, configuring, and upgrading computer hardware components such as processors, memory, hard drives, graphics cards, and peripherals.
- Software Installation and Configuration: Installing, configuring, and updating software applications, operating systems, drivers, and utilities on computers.
- Component Selection: Understanding hardware requirements of computer system based on user needs and selecting appropriate components.
- Assembly: Building and assembling computer systems from individual components.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
- Created and documented standard operating procedures to ensure consistent IT service delivery throughout the organization.
- Improved IT support efficiency, creating detailed documentation for common issues and solutions.
- Developed and implemented preventive maintenance procedures.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Configured systems according to prescribed software and hardware frameworks.
Sales Executive / Data Analysist Manager
Wheelers.me
Beirut, Beyrouth
06.2018 - 06.2019
- Engaging with potential customers, understanding their needs, and providing information about various car models and options.
- Acquiring in-depth knowledge of different car models, features, specifications, and pricing to effectively communicate benefits and options available to customers.
- Guiding customers through sales process, including test drives, vehicle selection, financing options, and negotiating prices.
- Ensuring high level of customer satisfaction by addressing inquiries, resolving complaints, and providing excellent post-sales service.
- Meeting or exceeding sales targets set by dealerships, which may involve prospecting for new customers, following up on leads, and building long-term relationships with clients.
- Staying updated on market trends, competitor offerings, and industry developments to provide customers with accurate and relevant information.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster.
- Participated in industry trade shows to represent company and generate valuable leads for future business growth.
- Implemented CRM system for better customer tracking, leading to improved follow-up processes and higher conversion rates.
- Boosted team morale and performance by leading regular training sessions on sales techniques and product updates.
- Identified new market opportunities through diligent research and networking.
- Pioneered adoption of CRM software to improve customer relationship management and data analysis.
Sound Engineer
B by Elfteriades
Beirut, Beyrouth
04.2017 - 08.2019
- Providing technical support and troubleshooting assistance to performers, production crews, or clients during rehearsals, live events, or recording sessions
- Resolving any audio-related issues promptly to minimize disruptions.
- Editing and manipulating audio recordings and sound effects using specialized software
- Removing background noise, synchronizing audio with video, and adding or mixing additional sound elements.
- Setting up and maintaining recording studios, including installing and configuring audio equipment, patching systems, and troubleshooting technical issues
- Ensuring that studio spaces are acoustically treated for optimal sound quality.
- Enhanced audio quality by properly setting up, testing, and adjusting sound equipment for various events.
- Mixed and mastered vocal arrangements and music compositions,, and optimized songs, and albums.
- Regulated volume level and sound quality during recording sessions.
- Maintained a positive working atmosphere throughout long hours in the studio by encouraging open communication amongst team members.
- Supported musicians in recording sessions by offering technical expertise and ensuring optimal acoustics.
- Controlled microphones, sound levels and outputs to produce high-quality tracks for variety of clients.
IT Infrastructure Technician
ITG Holding
Beirut, Beyrouth
03.2013 - 05.2016
- Assisting in setup, configuration, and maintenance of network equipment, such as switches, routers, firewalls, and wireless access points
- Troubleshooting network connectivity issues and ensuring network performance and security.
- Assisting with server setup, configuration, and maintenance tasks, including operating system installation, user management, security patching, backup and recovery, and monitoring.
- Implementing and managing backup strategies to ensure data integrity and availability
- Testing and executing data recovery procedures in case of data loss or system failures.
- Assisting in implementation and enforcement of IT security policies and practices
- Monitoring and addressing security vulnerabilities, conducting security audits, and assisting with incident response and recovery.
- Led server infrastructure development, quality assurance, staging and production systems.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Devised scripts and automation tools to improve system efficiency.
- Ensured continuous service availability with the implementation of disaster recovery plans for critical systems.
- Maintained network security through diligent patch management and firewall configuration efforts.
- Contributed to cost savings by analyzing vendor contracts, renegotiating terms, and procuring quality equipment at competitive prices.
- Maximized network uptime, monitoring performance, and conducting regular system backups.
- Collaborated with cross-functional teams to plan and execute large-scale infrastructure projects successfully.
- Enhanced network reliability by troubleshooting and resolving IT infrastructure issues.
- Supported business growth initiatives with the strategic design and expansion of IT infrastructure capabilities.
- Improved end-user experience by providing timely technical support and issue resolution for multiple locations.
- Reduced downtime by swiftly addressing hardware failures and coordinating equipment replacements.
- Optimized data center efficiency by implementing server virtualization technologies.
- Facilitated seamless technology transitions during mergers and acquisitions by integrating disparate IT environments effectively.
- Managed inventory control procedures to ensure accurate tracking of IT assets, reducing loss or misplacement incidents.
- Developed customized solutions for clients'' specific needs while adhering to industry standards and best practices in infrastructure design.
- Assisted in capacity planning efforts based on projected growth patterns for scalable infrastructure deployment.
- Performed regular audits of IT systems to identify potential vulnerabilities or areas requiring improvement, enhancing overall infrastructure performance and security.
- Implemented energy-efficient measures within data centers, resulting in decreased operational costs.
- Boosted team productivity through comprehensive training on new software tools and best practices in infrastructure management.
- Maintained detailed documentation on IT assets, configurations, processes, ensuring efficient knowledge transfer among team members.
- Streamlined communication channels with the installation and maintenance of VoIP systems.
- Supported IT operations for corporate headquarters and nationwide locations.
- Collaborated with IT department to develop infrastructure build-out strategy and outline project scope.
- Analyzed and maintained system and application performance.
- Restructured old application processes to improve performance and integrity.
- Defined strategic objectives to identify requirements and outcomes.
- Diagnosed and resolved hardware and software issues.
- Monitored networks and network devices to resolve technical problems quickly.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Installed and configured network printers and other peripheral devices.
- Planned and implemented upgrades to system hardware and software.
- Diagnosed and executed resolution for network and server issues.
- Designed and evaluated WAN and LAN connectivity technologies.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Analyzed network traffic and performance metrics to optimize system performance.
- Researched and recommended new technologies and strategies for improving system performance.
- Implemented and maintained virtual private networks.
- Evaluated software products to determine compatibility with existing systems.
- Developed and documented network policies, procedures and standards.
- Performed network security design and integration duties.
- Identified and resolved network congestion issues and bottlenecks.
- Maximized system availability through development and testing of contingency plans.
Education
Information Technology -
NDU / Formatech
Beirut, BA 03.2012 - 05.2016
Industrial Mechanic -
SSCC ADMA
Adma, JL 01.2007 - 05.2011
Bachelor -
ND De La Delivrande
Jounieh, JL 01.1996 - 05.2006
Skills
Communication Skills
Teamwork and Collaboration
Problem-Solving and Critical Thinking
Technical Support
Technical Troubleshooting
System Troubleshooting
Remote Support
Ticket management
Critical Thinking
Debugging
Software Installation
Technical fault tracking
IT Infrastructure Planning
Remote Technical Support
Desktop support
Personal Information
- Date of Birth: 09/22/1992
- Nationality: Lebanese
Languages
English
French
Arabic
Timeline
IT Technician
Macrotronics
03.2021 - 05.2022
Sales Executive / Data Analysist Manager
Wheelers.me
06.2018 - 06.2019
Sound Engineer
B by Elfteriades
04.2017 - 08.2019
IT Infrastructure Technician
ITG Holding
03.2013 - 05.2016
Information Technology -
NDU / Formatech
03.2012 - 05.2016
Industrial Mechanic -
SSCC ADMA
01.2007 - 05.2011
Bachelor -
ND De La Delivrande
01.1996 - 05.2006
Technical Support Engineer
CME Offshore
1 2023 - Current