KASIM TIBA
Renton,WA
Summary
Customer-focused IT professional with experience in desktop support, Tier 2 field services, network troubleshooting, and security-focused environments. Strong background supporting enterprise users, maintaining secure systems, and resolving complex technical issues under pressure. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
1
1
Certification
Work History
DELL IT Service Technician (Tier 2)
Dell Technologies (Boeing Account)
- Diagnosed and resolved technical issues for hardware and software systems.
- Provided high-level support for installation, configuration, and troubleshooting of Dell products.
- Led initiatives to improve system performance and reliability through proactive maintenance strategies.
- Mentored junior technicians in best practices for diagnostics and customer service protocols.
- Streamlined support processes by implementing efficient ticketing system workflows.
- Collaborated with cross-functional teams to enhance product offerings based on user feedback.
- Assisted in training new staff on technical support procedures and tools utilized within the organization.
DELL Field Technician
Dell Technologies (Boeing Account)
- Conducted on-site troubleshooting and repair of hardware systems for Boeing account.
- Implemented preventative maintenance protocols to enhance system reliability and performance.
- Collaborated with cross-functional teams to resolve technical issues efficiently.
- Provide Tier 2 desktop and field support for enterprise Boeing users in a secure environment.
- Troubleshoot advanced hardware, OS, software, and peripheral issues.
- Developed standard operating procedures to streamline field operations and improve service delivery.
- Collaborated with other field technicians to resolve complex technical issues.
Desktop Support (Tier 1)
Dell Technologies (Boeing Account)
- Maintain detailed documentation and ensure adherence to SLA and compliance requirements.
- Diagnosed and resolved hardware and software issues on-site to ensure optimal performance.
- Managed inventory of tools and replacement parts, ensuring availability for timely repairs.
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Enhanced customer satisfaction through effective communication and prompt issue resolution during service calls.
Field Service Technician
TechMahindra / Google
- Provided on-site IT support for hardware, software, and networking issues.
- Configured network switches, routers, and wireless access points.
- Escalated recurring or security-related issues to Tier 2 and engineering teams.
Low Voltage Technician
Omni Security Technologies LLC
- Installed and maintained secure low-voltage systems including access control and surveillance.
- Diagnosed wiring issues and ensured systems met safety and security standards.
Education
Associate of Applied Science -
Green River Community College
Auburn, WA01.2019
Skills
- Desktop & Tier 2 Support
- Hardware & Software Troubleshooting
- Active Directory & User Management
- Operating system support
- Remote support
- IT asset management
- Help desk support
- Networking (Switches, Routers, WAPs)
- Network Security Fundamentals
- Access Control & Permissions
- Endpoint Security & Patch Management
- Ticketing, Documentation & SLAs
- Incident Response & Escalation
Certification
- Comptia A+ - certified
- Comptia Network + - TBD
- Comptia Security + - TBD
Timeline
Associate of Applied Science -
Green River Community College
DELL IT Service Technician (Tier 2)
Dell Technologies (Boeing Account)
DELL Field Technician
Dell Technologies (Boeing Account)
Desktop Support (Tier 1)
Dell Technologies (Boeing Account)
Field Service Technician
TechMahindra / Google
Low Voltage Technician
Omni Security Technologies LLC