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
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
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