Laith Sembawah
Crowley,TX
Summary
Results-oriented Help Desk Specialist with over 3 year of experience providing technical support and troubleshooting services to end users. Skilled in diagnosing and resolving hardware, software, and network issues efficiently to ensure minimal downtime and maximum user satisfaction. Proven track record of delivering exceptional customer service and exceeding performance metrics. Strong communication and problem-solving abilities with a passion for helping others navigate technology challenges.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT End User Services L2
Foot Locker
09.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively as the only on-site support.
- Proven ability to learn quickly and adapt to new situations.
- Created detailed documentation of common issues faced by end users to improve self-service resources.
- Minimized recurring technical issues by identifying patterns in reported problems and proactively addressing underlying causes.
Help Desk Specialist
City of Lewisville
07.2023 - 09.2024
- Provided timely and effective technical support to resolve hardware and software issues for end users
- Utilized ticketing system to log and track support requests, ensuring timely resolution within agreed SLAs
- Collaborated with other IT team members to troubleshoot and resolve complex technical problems
- Documented and updated standard operating procedures and knowledge base articles for future reference
- Conducted training sessions for end users on basic troubleshooting techniques and software applications
General manager
Shady Hallow LLC
03.2020 - 04.2023
- Oversaw all aspects of daily operations, including staff management, customer service, and financial performance
- Developed and implemented strategic plans to drive business growth and meet company objectives
- Analyzed market trends and competitor activity to make informed decisions about pricing, promotions, and product offerings
Training General manager
Papa John's
07.2016 - 03.2020
- Developed and implemented comprehensive training programs for new hires and existing employees, resulting in improved productivity and staff retention rates
- Collaborated with department heads to identify training needs and strategic initiatives to enhance employee skills and drive business growth
- Led a team of training specialists to deliver engaging and interactive training sessions, utilizing a variety of instructional techniques and technologies
Education
Information Technology
Tarrant County College
Fort Worth, TXSkills
- Trouble-shooting
- Communication
- Customer service
- Problem-solving
Certification
- Security+, Comptia, 05/01/24
- A+, Comptia, 04/01/23
Languages
Arabic
Native or Bilingual
Timeline
IT End User Services L2
Foot Locker
09.2024 - Current
Help Desk Specialist
City of Lewisville
07.2023 - 09.2024
General manager
Shady Hallow LLC
03.2020 - 04.2023
Training General manager
Papa John's
07.2016 - 03.2020
Information Technology
Tarrant County College
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