Karim Motaweh
Woodbridge,VA
Summary
Self-driven and motivated IT Specialist experienced in providing technical support to the company’s clients and colleagues, managing user accounts and installing and maintaining hardware and software. Possess great analytical skills, extraordinary teamwork skills, strong attention to detail and accuracy, and well-developed time management abilities. Seeking new and challenging roles that capitalize on my education and experience in IT and information security. PROFESSIONALCERTIFICATIONS CompTIA Security
Overview
6
6
years of professional experience
1
1
Certification
2
2
Language
Work History
IT Support Specialist
Big Apple Group, System Administrator
10.2018 - 02.2021
- Used SCCM Management Console to deploy network wide updates, push applications, and run scripts
- Clearly document each case, escalation, ETA's, prioritization, assigning, and all other sort of problems in helpdesk software using Remedy and Service now ticketing system
- Installed McAfee anti-virus software on all compliance PCs/Laptops
- Regularly performed updates through McAfee Console, set auto scan times/dates
- Performed following duties: Windows Deployment Services, Capture Images, Imaging PCs, Windows Update, System Upgrades, and build client machine using drives on domain
- Grant SharePoint permissions for various document libraries per user’s request
- Edit SharePoint sites and solve any SharePoint related requests (crawling data, lost document, unable to check-in/check-out documents, create/delete workflows, migration of 7multiple documents, and editing user’s sites)
- Provided Remote Access using LogMeIn and Remote desktop viewer
- Configured Active directory objects, Group Policies, File and Printing Services, login scripts, replicas and partitions, firewall filter
- Upgrade operating systems, provide system recovery, remove any ad ware/spy ware or viruses, install or remove any program/software
- Detect, report, and classify bugs
System Administrator / IT Support Specialist
VIP Worldwide
04.2018 - 09.2018
- Responsible for providing timely IT support to 100+employees at Corporate Offices as a Platinum Support specialist for all network, hardware, software, and technology needs
- Decreased Help Desk response time by a noticeable margin
- Prepare laptops/desktops for users
- Process including installing appropriate image and software's, hard drive encryption, Windows updates, PC peripheral checks, data transfer, and set-up of the workstation
- Prepare images for various departments using Windows Deployment Services
- Duties to prepare image include, installing appropriate software's and updates, removing unwanted programs, uploading the image to server, and installing the image onto a PC/laptop for testing
- Use Dame Ware & RDP for remote connection to resolve user issues for installing/uninstalling software and provide updates due to admin rights
- Manage help desk tickets using Remedy Ticketing System
- Assign, prioritize, suspend, escalate, and close tickets
- Reply to user’s questions and create or log tickets for any new issues
- Escalated support requests as well as end user support requests and resolves requests in timely manner
- Provide routine maintenance, including backup and restore activities, updating patches and virus
IT Help Desk Analyst
BLS
02.2011 - 10.2014
- Provided support for all products and services including answering questions, troubleshooting problems,
- Teaching or instructing employees regarding application/system functionalities
- Worked directly with system engineers and conduct root cause analysis regarding the issue
- Submitted tickets using Service Now/JIRA
- Identified tickets/defects that needed to be prioritized and needed to be escalated
- Created Application/functionality manual and updated it after every release
- Performed documentation activities, live support and after hours support to the client during UAT/Training
- Showed effective communication skills and the ability to interact with diverse group of clients and staff
- Managed inbound and outbound calls, voice messages, and emails
- Provided quality support to end users with a high degree of customer satisfaction, technical knowledge, and timeliness by resolving the issue.
Education
Bachelor of Computer Networks & Cybersecurity -
University of Maryland Global Campus- In Progress
Skills
Security Tools: Data Loss Prevention, Remedy Tickets, JIRA, ServiceNow, McAfee Network Security Manager, McAfee ESM, FireEye, FireEye Redline, Symantec Endpoint Protection, App Scan, Zen map, Splunk, Kali, NessusApplications/ Services: MS Office Suite (Excel, Outlook, Access, PowerPoint, Visio) MS Exchange, MS Project, Dreamweaver, Fireworks, Visual Studio, Active Directory, Protocol AnalyzersOperating Systems: Windows 7/8/10/11/NT/2000/XP/Vista, Linux, Mac OS
60 WPM typing speed
Certification
Comp TIA Security +
Timeline
IT Support Specialist
Big Apple Group, System Administrator
10.2018 - 02.2021
System Administrator / IT Support Specialist
VIP Worldwide
04.2018 - 09.2018
IT Help Desk Analyst
BLS
02.2011 - 10.2014
Bachelor of Computer Networks & Cybersecurity -
University of Maryland Global Campus- In Progress