Merica Ayoub
Wesley Chapel ,USA
Summary
Detail-oriented and technically skilled IT Support Specialist with 5+ years of experience in desktop support, network troubleshooting, and helpdesk operations across diverse enterprise environments. Adept at diagnosing hardware/software issues, managing Active Directory, and supporting VPNs and mobile devices. Proven ability to improve service efficiency, support end-users remotely, and maintain strong documentation and ticket resolution processes. Eager to contribute to a team-focused environment in a Network Engineer role.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Desktop & Network Analyst
Kincell Bio
Gainesville, FL
07.2024 - 04.2025
- Provide tier 1 & 2 technical support for desktop systems, software, and network infrastructure.
- Maintain user accounts and permissions using Active Directory and Azure.
- Troubleshoot VPN, BitLocker, browser, and application issues across remote and on-site environments.
- Coordinate onboarding/offboarding processes and manage service tickets through SmileIT.
- Support cleanroom-certified devices and perform laptop hardware repairs.
- Resolved connectivity issues for end-users through troubleshooting and implementing solutions.
- Documented all server and network problems and other unusual events in detail.
- Enhanced network security with regular software updates and patches.
- Onboarding & Offboarding procedures.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Desktop & Network Support Engineer
LIBERTY Dental Plan
Tampa, FL
04.2023 - 06.2024
- Delivered end-user support via video calls and remote desktop tools.
- Supported users in the setup and configuration of wireless bridge networks.
- Worked closely with information security teams in addressing identified vulnerabilities within the organization's IT infrastructure.
- Reduced downtime for clients by providing efficient technical support and timely issue resolution.
- Provided training for junior engineers in network support best practices, contributing to overall team growth and skill development.
- Remotely analyzed and diagnosed complex network faults for end users, recommending and implementing corrective measures.
- Conducted regular preventative maintenance on networks to ensure continued stability and performance.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Resolved hardware, software, and VPN-related issues while ensuring minimal downtime.
- Managed account setups, password resets, and AD group assignments.
- Supported the Genesys ticketing and communication platform.
Data Analyst / IT Support
RSM
Remote
09.2022 - 02.2023
- Acted as a hybrid Data Analyst and Help Desk Technician.
- Managed account creation, remote troubleshooting, and ticket resolution using Active Directory and internal tools.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Implemented security measures to protect data from unauthorized access.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Maintained up-to-date case documentation for future reference.
- Performed regular maintenance tasks such as virus scans, system backups, disk cleanups.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Worked with internal teams to deliver accurate information to customers and service accounts.
IT Help Desk Technician
NTT DATA Services
Remote
06.2021 - 09.2022
- Configured hardware, devices, and software to set up workstations for employees.
- Reduced downtime for end users by quickly diagnosing and resolving hardware and software issues.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Enhanced customer satisfaction by promptly addressing IT issues, and providing timely solutions.
- Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues, and identification of areas requiring additional support resources.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Assisted in system migrations, ensuring minimal downtime, and a smooth transition for all users involved.
- Improved productivity within the company by providing comprehensive training on new software applications.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
Assistant Account Manager
Nelnet
Omaha, NE
05.2019 - 11.2020
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Anticipated clients' needs by staying in touch on regular basis.
- Built client relationships by acting as liaison between customer service and sales teams.
- Analyzed and reported on customer activity, business trends and areas of concern.
- Delivered IT desktop support and troubleshooting for customers and internal staff.
- Assisted schools with tuition platform navigation and issue resolution.
- Enhanced client satisfaction by efficiently managing accounts and addressing concerns promptly.
Customer Service Representative
Fortegra Financial
Omaha, NE
04.2018 - 04.2019
- Supported customer inquiries over the phone, resolving issues and directing to appropriate departments.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Developed positive relationships with customers through friendly interactions.
- Collected deposits or payments and arranged for billing.
- Implemented innovative methods for streamlining the customer service process.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Provided exceptional customer service to ensure customer satisfaction.
Sales Associate & Customer Service Specialist
Shadow Lake Towne Center
Omaha, NE
04.2015 - 03.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Solved customer challenges by offering relevant products and services.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Achieved top-tier credit application rankings; trained over 50 employees in customer engagement and sales.
Education
Bachelor’s Degree - Information Technology
Full Sail University
Winter Park, FL11-2025
Associate Degree - Information Technology
Full Sail University
Winter Park, FL06-2024
Skills
- Systems & Tools: Windows 10, Mac OS, Active Directory, Azure, VPN (Cisco AnyConnect, GlobalProtect), SmileIT, Genesies
- Technologies: TCP/IP, LAN/WAN, BitLocker, Office 365, Remote Desktop, Network Printers, VoIP
- Support: Application Support, Software/Hardware Troubleshooting, Mobile Device Management, Imaging & Deployment
- Web content filtering
- VLAN management
- Soft Skills: Customer Service, Communication, Multitasking, Attention to Detail, Problem Solving, Team Collaboration
- Active directory
- IT security policies
- WAN and LAN installations
- Network operations
- VMWare experience
- Attention to detail
- Onboardings & Offbaording using Active Directory, MS 365, Intune, Azure
- Network troubleshooting
- Technical support
- Active Directory management
- User account management
- Problem solving
- IT best practice framework expertise
- System upgrades
- Network automation
- Routing protocols
- IT service delivery
- Technical infrastructure migration
- Network optimization
- Software installation
- Linux Systems
- Disaster recovery
- Network device monitoring
- Cisco prime optical
- VoIP systems
- Network performance testing
- Cybersecurity measures
- Troubleshooting Software
- Mobile device management
- Data center management
- Network performance monitoring
- Firewall administration
- Helpdesk administration
- Multitasking
- Network configuration and support
- SSP
- Network protocols
Certification
- CompTIA Security+.
- Project Management Foundations – Quality (LinkedIn Learning)
- DevOps Foundations: Continuous Delivery/Continuous Integration.
- Linux Package Managers and Repositories
- Learning Virtualization
- Learning Cloud Computing Core Concepts
- Project Management Foundations: Small Projects
Locations
- Wesley Chapel, FL, 33543
- Gainesville, FL
- Tampa, FL
- Omaha, NE
Certifications And Education
- Bachelor’s Degree in Information Technology, In Progress, Full Sail University, Winter Park, FL, 05/25
- Associate Degree in Information Technology, Full Sail University, Winter Park, FL, 05/24
Languages
English
Native/ Bilingual
Arabic
Native/ Bilingual
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Timeline
Desktop & Network Analyst
Kincell Bio
07.2024 - 04.2025
Desktop & Network Support Engineer
LIBERTY Dental Plan
04.2023 - 06.2024
Data Analyst / IT Support
RSM
09.2022 - 02.2023
IT Help Desk Technician
NTT DATA Services
06.2021 - 09.2022
Assistant Account Manager
Nelnet
05.2019 - 11.2020
Customer Service Representative
Fortegra Financial
04.2018 - 04.2019
Sales Associate & Customer Service Specialist
Shadow Lake Towne Center
04.2015 - 03.2018
Bachelor’s Degree - Information Technology
Full Sail University
Associate Degree - Information Technology
Full Sail University
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