Mena Beshay
Jersey City,NJ
Summary
IT Support Professional with 16 years of experience in delivering timely and effective technological solutions, optimizing IT operations, and exceeding performance expectations. Proven track record in troubleshooting complex technical issues, managing large-scale IT infrastructures, and enhancing system efficiency under tight deadlines. Skilled in team leadership, technical support, and cross-functional collaboration, consistently improving service delivery by reducing response times and increasing system uptime. Adept at working independently and within diverse team environments, with a keen focus on detail and excellence in execution.
Overview
15
15
years of professional experience
Work History
Information Technology Analyst 2
New Jersey Courts, Passaic Vicinage
08.2015 - Current
- Streamlined user support processes by optimizing the IT Helpdesk database, reducing average response time by 20%, and improving ticket resolution efficiency by 25%
- Delivered remote technical support to over 400 users via Splashtop and Quick Assist, resolving network and software issues 20% faster and minimizing system downtime
- Managed 400+ user and device accounts through XIDM, ensuring 100% compliance with security protocols and enhancing overall data security, preventing unauthorized access
- Designed and implemented 15+ Organizational Units (OUs) through Active Directory, streamlining computer management and reducing administrative overhead
- Re-imaged 150+ computers and deployed monthly Windows cumulative updates via SCCM, achieving 98% system uptime and ensuring seamless software deployment across the organization
- Delivered critical off-hours and weekend support for the Criminal Justice Reform initiative, maintaining 100% uptime for Polycom, Scopia, Zoom, and Teams during high-priority court hearings
- Provided critical off-hours and weekend support for the Criminal Justice Reform initiative, ensuring 100% uptime for Polycom, Scopia, Zoom, and Teams video conferencing during high-stakes court hearings
- Supported document management for over 200 users via Office 365 and OneDrive, increasing document availability and collaboration efficiency
- Installed and maintained 50+ VoIP phones via Cisco switches and Prime web application, reducing communication disruptions
- Operated, installed, and supported over 100 computers, printers, and related equipment, improving operational efficiency by 10%
- Developed and managed security policies via JARVIS, reducing security incidents by 20% and ensuring compliance with organizational protocols
- Installed and managed over 100 mobile devices, including Android phones, tablets, Microsoft Surfaces, and iPads, ensuring 100% device readiness for the mobile workforce
- Installed and tested over 200 network jacks and patch panel connections, ensuring 100% network reliability and enhancing connectivity for the entire office
- Created and managed over 300 TSR and Jats tickets, resolving technical issues with a 95% first-call resolution rate, ensuring compliance with service-level agreements
- Managed and maintained inventory of 500+ devices, improving asset tracking efficiency by 15% and reducing discrepancies in hardware reporting
- Led department purchasing and vendor negotiations, securing a 10% reduction in procurement costs and streamlining order fulfillment
- Provided end-to-end technical support for judges’ virtual and evidence display needs, ensuring 100% functionality during 200+ court sessions and remote hearings
- Administered advanced-level Group Policy for over 300 users, improving security and access control policies across the organization
- Led the WAP wiring project in coordination with vendors and AOC, completing the project 2 weeks ahead of schedule and improving wireless network coverage by 50%
- Developed procedures and actions to maintain security compliance, achieving 100% compliance across all software and hardware systems, with no security breaches in 3 years.
Certified Expert Computer Technician & Team Supervisor
Staples- Paramus, Totowa and N. Bergen, NJ
08.2009 - 09.2014
- Supervised and trained 11 employees in Easy Tech, Sales, Customer Service, and Copy Center, increasing team efficiency by X% and improving customer satisfaction through technical expertise
- Designed and custom-built computers to meet specific client requirements, ensuring compatibility and optimization for unique applications, resulting in a X% increase in customer satisfaction
- Delivered on-site and remote technical support for customers using remote access software, diagnosing hardware and software issues, and ensuring timely resolution with a X% customer retention rate
- Assisted in the development and implementation of network infrastructure, supporting seamless connectivity and contributing to a X% increase in operational efficiency for in-store systems
- Assembled CPUs, circuit boards, cooling systems, wiring, and power supplies, ensuring optimal performance and durability of client systems, contributing to a X% reduction in technical failures post-installation
- Installed and configured desktop PCs, troubleshooting hardware and software issues, and resolving connectivity problems, achieving X% customer satisfaction by providing timely solutions
- Enhanced system and network stability by upgrading operating systems from Win 98 to Win 10, reducing downtime by X% and improving overall system performance and security
- Transferred client data from legacy PCs, installed and configured new computers, ensuring seamless migration of applications and system settings with a X% reduction in migration errors
- Entrusted as one of four key holders responsible for opening and closing store operations, ensuring smooth store management and adherence to security protocols, leading to X% fewer operational issues.
Education
MS Office (Word, Excel, PowerPoint, Outlook), A+ (Hardware/ Software), Network+, Microsoft Certified Professional (MCP), Server -
RC Career Institute (RCCI)
Jersey City, NJDeVry University
N. Brunswick, NJSkills
- Expertise in assembling/disassembling computers and components
- Proficient in server installation and configuration within domain environments
- Skilled in network troubleshooting, including physical setup and security policy implementation
- Strong knowledge of network protocols, topologies, and network devices
- Experience with Cisco analog and digital voice devices, including deployment and administration of various Cisco solutions
- Extensive knowledge of Windows operating systems (Windows 95-11), including installation, recovery, setup, and updating
- Proficient in anti-virus, security, and firewall technologies, including installation, setup, and maintenance
- Expertise in MS Office 365 (Word, Excel, PowerPoint, Outlook), Active Directory, and VMware Workstation
- Hands-on experience with video conferencing technologies (Scopia, Polycom, Lync 2013, Skype for Business, Zoom, Microsoft Teams)
- Skilled in maintaining and configuring Cisco VoIP networks, including Cisco Call Manager and Cisco Prime
- Experience with System Center Configuration Manager (SCCM) for system updates and deployments
Additional Information
Knowledge of all currently available Windows operating systems to include installation, recovery, set-up and updating of all current versions.
Knowledge of anti-virus, security and firewall technologies including installation, set-up, recovery and updating.
Knowledge of most Microsoft Office Suites: MS Office 365 (Word, Excel, PowerPoint and Outlook), Windows OS: 95-11, Active Directory and VMware workstation.
Video Conferencing Technologies: Scopia Polycom, Lync 2013, Skype for Business, Zoom, and Microsoft Teams.
References
Available upon request.
Timeline
Information Technology Analyst 2
New Jersey Courts, Passaic Vicinage
08.2015 - Current
Certified Expert Computer Technician & Team Supervisor
Staples- Paramus, Totowa and N. Bergen, NJ
08.2009 - 09.2014
MS Office (Word, Excel, PowerPoint, Outlook), A+ (Hardware/ Software), Network+, Microsoft Certified Professional (MCP), Server -
RC Career Institute (RCCI)
DeVry University
Similar Profiles
Crystal M. DarbyCrystal M. Darby
JUDICIARY COURT CLERK/EXPUNGEMENT CLERK (Criminal Division) at STATE OF NEW JERSEY /ESSEX VICINAGE-SUPERIOR COURTSJUDICIARY COURT CLERK/EXPUNGEMENT CLERK (Criminal Division) at STATE OF NEW JERSEY /ESSEX VICINAGE-SUPERIOR COURTS
JASMINE HOWARDJASMINE HOWARD
Judicial Clerk 3 at Passaic VicinageJudicial Clerk 3 at Passaic Vicinage
NYZIRA LYNNNYZIRA LYNN
Judiciary Clerk II at NJ Courts-Hudson VicinageJudiciary Clerk II at NJ Courts-Hudson Vicinage