MENA SHENOUDA
Washington,USA
Summary
Experienced Tier 3 Service Desk Specialist delivering advanced IT support and troubleshooting. Proven ability in root cause analysis and ensuring IT security compliance, significantly enhancing system reliability and user satisfaction. Detail-oriented IT professional skilled in technical support, documentation, and training. Expertise in Microsoft 365 and Active Directory management, contributing to seamless operations and improved team performance through effective collaboration and knowledge sharing.
Overview
10
10
years of professional experience
Work History
Tier 3 Service Desk Specialist | Executive support Technician VIP
Office of the Comptroller of the Currency (OCC)
Washington, DC
01.2025 - Current
- Provided advanced IT support to OCC employees, resolving escalated incidents related to hardware, software, networking, mobile devices, and enterprise applications.
- Administered and troubleshot Microsoft 365, Active Directory, Exchange, VPN, and endpoint management systems to ensure secure and reliable access.
- Conducted root cause analysis and implemented permanent fixes, reducing recurring incidents and improving system stability.
- Collaborated with Tier 1 and Tier 2 teams, mentoring staff and developing knowledge base articles to enhance first-call resolution rates.
- Supported IT security compliance with FISMA, NIST, and agency cybersecurity policies, ensuring protection of sensitive federal data.
- Partnered with infrastructure and engineering teams to assist with system upgrades, patches, and migrations with minimal downtime.
- Tracked incidents and service requests through ServiceNow (or other ITSM platform), maintaining SLA adherence and high customer satisfaction.
Tier II Helpdesk
Xtenfer Consulting INC.
01.2020 - 01.2025
- Provide comprehensive IT support for the Air Force Cultural Language Center's eMentor program, ensuring the smooth operation of technology systems and platforms.
- Manage software upgrades and perform regular maintenance on network devices to optimize performance and security.
- Take ownership of Active Directory management, including user account administration, access control, and security protocols.
- Address daily IT support needs via email, live chat, telephone, and in-person interactions, providing timely and effective technical assistance to end-users.
- Perform online analysis, diagnosis, and resolution for end-user issues, ensuring minimal disruption to their workflow.
- Proactively suggest and implement corrective solutions for remote users, optimizing their productivity and minimizing downtime.
- Conduct technical orientations for new hires, equipping them with the necessary platform knowledge to perform their duties effectively.
- Provide remote support using tools such as TeamViewer, troubleshooting issues and resolving technical problems efficiently.
Audio/Visual Manager
Westin Washington Dulles Airport hotel
03.2016 - 01.2020
- Manage user permissions, updates, status changes, escalation, and incident resolution for both individual users and teams.
- Create and deliver reports on help desk incidents, license assignments, active/disabled accounts.
- Update and maintain employee group memberships across various platforms such as O365 Groups, Distribution List Membership, Azure AD Single Sign-On Groups, and Microsoft Multifactor Authentication.
- Provision, troubleshoot, remediate, deliver, and maintain computing hardware, and software.
- Conduct onboarding sessions with new employees, both in-person and virtually, to familiarize them with IT equipment and procedures.
- Provide reassurance and support to end users and team members while delivering solutions and diagnosing problems.
- Analyze historical ticket information to identify areas for possible automation of issue resolution.
- Provide in-person and remote support for various IT resources, including multi-function printers, laptops, tablets, workspaces, and A/V devices.
- Notable Achievements: CompTIA Security+, Microsoft 365, CompTIA A+, Bar Art Certificate, Microsoft Office Professional, TIPS Certification, ServSafe certification.
Education
Bachelor of Science - Business Informatics
Future University Cairo
01.2008
Skills
- SharePoint support
- Troubleshooting
- Technical support
- Hardware and software installations
- Documentation and training
- Maintenance and upgrades
- Ticket tracking (ServiceNow)
- SCCM imaging
- Excellent customer service
- TeamViewer
- Azure Active Directory
Accomplishments
- CompTIA Security+
- Microsoft 365
- CompTIA A+
- Bar Art Certificate
- Microsoft Office Professional
- TIPS Certification
- ServSafe certification
Timeline
Tier 3 Service Desk Specialist | Executive support Technician VIP
Office of the Comptroller of the Currency (OCC)
01.2025 - Current
Tier II Helpdesk
Xtenfer Consulting INC.
01.2020 - 01.2025
Audio/Visual Manager
Westin Washington Dulles Airport hotel
03.2016 - 01.2020
Bachelor of Science - Business Informatics
Future University Cairo
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