Merica Ayoub
Gainesville,FL
Summary
Proficient IT tech, offering over 5 years of experience in helpdesk operations, network maintenance, and mobile device support. Applies technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance. Versed in large data storage networks, voice/data innovations, and VPNs. A hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level Network Engineer position. Ready to help the team achieve company goals.
Overview
9
9
years of professional experience
Work History
Desktop & Network Support Engineer
LIBERTY Dental Plan
04.2023 - Current
- Active directory
- Helping associates set up their accounts
- Working on tickets in the queue between calls
- Resetting passwords
- Answering calls
- Remote Desktop support
- Helping internal employees with open tickets and inquiries
- Initiating tickets and work requests
- Troubleshooting
- Installing and uninstalling apps
- Google chrome support
- Sending emails to specific departments
- Initiating desktop support through video calls
- Answering general questions
- Service one support
- Multitasking
- Hardware and software support
- Genesys Troubleshoot
- Genesys Ticketing system
- VPN troubleshooting (Global Protect, Cisco any connect)
- Browser troubleshooting
- Assigning associates to the correct AD group
- Bitlocker troubleshooting and Recovery
- Application support
- Software Support
- Remote and Server troubleshooting
- Hardware troubleshooting
Data Analyst
RSM
09.2022 - 02.2023
- Active directory
- Helping associates set up their accounts
- Working on tickets in the que between calls
- Resetting passwords
- Answering calls
- Remote Desktop support
- Helping associates with open tickets and inquiries
- Initiating tickets and work requests
- Troubleshooting
- Installing and uninstalling apps
- Google chrome support
- Sending emails to specific departments
- Initiating desktop support through video calls
- Answering general questions
- Service one support
- Multitasking
- Hardware and software support
IT Help Desk Technician
NTT DATA Services
06.2021 - 09.2022
- Backup Team Lead
- Active directory
- Helping associates set up their accounts
- Resetting passwords
- Answering calls
- Remote Desktop support
- Helping associates with open tickets and inquiries
- Initiating tickets and work requests
- Troubleshooting
- Installing and uninstalling apps
- Google chrome support
- Sending emails to specific departments
- Initiating desktop support through video calls
- Answering general questions
- Service one support
- Multitasking
- Hardware and software support
Assistant Account Manager
Nelnet
05.2019 - 11.2020
- Call center and IT desktop help.
- Helping customers and schools setting up a payment plan for Tuition online or over the phone.
- Troubleshooting schools websites errors.
- Helping customers with questions about their refunds statuses.
- Advising customers the best option for their tuition payments.
- Answering calls of questions about students bill
- Working with schools and Account Managers
- Transferring calls to correct departments
- Composing emails to specific managers about specific problems
- Making an outbound call to a customer for needed help.
- Troubleshoot equipment
Customer Service Rep
Fortegra Financial
04.2018 - 04.2019
- Customer service - phone call rep
Sales Associate / Customer Service Specialist
Shadow Lake Towne Center
04.2015 - 03.2018
- Informed 500+ customers of promotions and savings to increase sales and profits, earning top credit sales after one month of employment.
- Applying over 1000 credit apps over the 3 years of employment.
- Second in the district for credit card applications.
- Achieving a big amount of online orders aka "find more goals".
- Trained 50+ new employees on how to operate sales transactions and credit sales and adapt to a fastpaced environment to increase customer satisfaction.
- Cash handling every register.
- Closing and opening registers.
- Greeted and assisted 400+ customers by welcoming, offering help, respecting their time, thanking them, and helping them, to ensure they come back to the store.
Education
Associate's degree - Information Technology
Full Sail University
Winter Park, FL05.2024
Associates - Cybersecurity
Metropolitan Community College Area
Omaha, NE05.2019
Skills
- Ticket management
- Access issue resolution
- Wireless Networking
- Network Troubleshooting
- IP Addressing and Subnetting
- IP Addressing
- VPN Configuration
- Written Communication
- Multitasking
- Technical Support
- Team Collaboration
- Support Services
- Problem-solving abilities
- Network support
- Hardware and Software Repair
- Helpdesk administration
- Multitasking Abilities
- Mobile Device Management
- Attention to Detail
- Software Installation
- Data Recovery
- Application support
- User Support
- Customer Service
- User credential management
- Desktop support
- Complaint resolution
- Technical issues analysis
- Technical Troubleshooting
- TCP/IP
- Remote Support
- Mac systems
- Ticket support system management
- LAN/WAN
- Windows 10
- Application installations
- Microsoft Outlook
- Mobile Device Repair
- Incoming Call Management
- Help Desk Support
- Network Security
- Incident Management
Additional Information
- Certificate Of Completion in "Learning Cloud Computing Core Concepts"
- Certificate Of Completion in "Project Management Foundations Communication"
- Certificate Of Completion in "Project Management Solving Common Project Problems"
- Certificate Of Completion in "Project Management Preventing Scope Creep"
- Certificate Of Completion in "Project Management Foundations Quality"
Assessments
- Work motivation, Proficient, 11/01/20
- Technical support: Customer situations, Proficient, 11/01/20
- Sales skills, Proficient, 11/01/20
- Customer service, Proficient, 10/01/20
- Certificate Of Completion in "Learning Cloud Computing Core Concepts"
- Certificate Of Completion in "Project Management Foundations Communication"
- Certificate Of Completion in "Project Management Solving Common Project Problems"
- Certificate Of Completion in "Project Management Preventing Scope Creep"
- Certificate Of Completion in "Project Management Foundations Quality"
Timeline
Desktop & Network Support Engineer
LIBERTY Dental Plan
04.2023 - Current
Data Analyst
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 Rep
Fortegra Financial
04.2018 - 04.2019
Sales Associate / Customer Service Specialist
Shadow Lake Towne Center
04.2015 - 03.2018
Associate's degree - Information Technology
Full Sail University
Associates - Cybersecurity
Metropolitan Community College Area