Summary
Overview
Work History
Education
Skills
Timeline
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Michael Samaan

Michael Samaan

Summary

Supportive Help Desk Manager recognized for finding root cause to provide permanent resolution of problems. Talented at maintaining, analyzing and troubleshooting computers and peripherals. Offering several years of progressive experience in help desk management. Background leading, motivating, and training teams of employees.

Overview

16
16
years of professional experience

Work History

Help Desk Manager

Onward Search
01.2018 - Current
  • Support the department on a day-to-day basis
  • Troubleshoot and respond to calls left on help desk voice mail in timely manner
  • Setup CRM application for users and troubleshooting
  • Administer and maintain user accounts in various systems and active directory
  • Provide supervisor with daily support resolution feedback and escalation requirements
  • Provide support and training for Microsoft Office applications
  • Manage the fulfillment of Mac and PC equipment, with peripherals, log all computer inventory
  • Maintain troubleshooting, repair and document computer systems, software and peripheral equipment located throughout the organization
  • Deploy new equipment and tests system functionality
  • Prepare new equipment arrivals with standard software image, develop new images and testing
  • Maintain accurate inventory of hardware and service records
  • Provide purchasing support for hardware and software products
  • Work with end users to resolve general software problems
  • Provide support for client software, and basic network support and troubleshooting
  • Keep up to date on latest software developments, maintain corporate software standards
  • Maintain database of non-standard software installations
  • Ensure software licensing records are accurate and alert management to licensing requirements
  • Provide end user training as needed
  • Create and document I.T
  • Procedures within the department

Help Desk Administrator

Onward Healthcare
01.2014 - 01.2018
  • Troubleshoot and respond to calls left on help desk voice mail in timely manner Setup CRM application for users and troubleshooting Administer and maintain user accounts in various systems and active directory Provide supervisor with daily support resolution feedback and escalation requirements Provide support and training for Microsoft Office applications Manage the fulfillment of PCs, PC equipment and peripherals, log all computer locations Maintain, troubleshoot, repair and document computer systems, software and peripheral equipment located throughout the organization Deploy new equipment and tests system functionality Prepare new equipment arrivals with standard software image, develop new images and testing Maintain accurate inventory of hardware and service records Provide purchasing support for hardware and software products Work with end users to resolve general software problems Provide support for client software, and basic network support and troubleshooting Keep up to date on latest software developments, maintain corporate software standards Maintain database of non- standard software installations Ensure software licensing records are accurate and alert management to licensing requirements Provide end user training as needed Create and document I.T
  • Procedures within the department.

Help Desk Support

Onward Healthcare
01.2014 - 01.2015
  • Describe your responsibilities and achievements in terms of impact and results
  • Use examples, but keep in short
  • Troubleshoot and respond to calls left on help desk voice mail in timely manner Setup CRM application for users and troubleshooting Administer and maintain user accounts in various systems and active directory Provide supervisor with daily support resolution feedback and escalation requirements Provide support and training for Microsoft Office applications Manage the fulfillment of PCs, PC equipment and peripherals, log all computer locations Maintain, troubleshoot, repair and document computer systems, software and peripheral equipment located throughout the organization Deploy new equipment and tests system functionality Prepare new equipment arrivals with standard software image, develop new images and testing Maintain accurate inventory of hardware and service records Provide purchasing support for hardware and software products Work with end users to resolve general software problems Provide support for client software, and basic network support and troubleshooting Keep up to date on latest software developments, maintain corporate software standards Maintain database of non-standard software installations Ensure software licensing records are accurate and alert management to licensing requirements Provide end user training as needed Create and document I.T
  • Procedures within the department.

Help Desk Support/Administrator

Company
01.2011 - 01.2014
  • Mac and PC hardware and software maintenance at various locations, repairs and installations remotely/diagnostic with several clients, virus removal and scans, consulting with clients to make software as well as hardware decisions in corporations at their homes and businesses
  • Provided training on Office suite applications and other software use as requested by the clients.

Design Engineering

Sikorsky Aircraft
01.2010 - 09.2010
  • Designed a new cockpit and crew seat system that was crashworthy for the S-76 aircraft, wrote both seat specifications for the S-76 and worked on all the drawings with the supplier on a weekly basis in effort to make sure we hit our scheduled target date for release.

Industrial Designer

Sikorsky Aircraft
01.2009 - 12.2009
  • Designed custom Interiors and exterior paint schemes for S-76 and S-92 aircrafts Modeling and rendering one off interiors for customers.

Education

BS Industrial Design -

University of Bridgeport

Skills

  • OneLogin Administrator
  • Google Admin
  • Office 365 Admin
  • Unify Administrator
  • LinkedIn Administrator
  • Zoom Administrator
  • Jamf Pro Administrator
  • Microsoft Intune
  • Bullhorn Administrator
  • Vonage Business Administrator
  • Textus Admin
  • Proofpoint Admin
  • Slack Admin
  • Freshservice Admin
  • ConnectWise
  • LogMeIn
  • Splashtop
  • Meraki Administrator
  • Okta Administrator
  • Salesforce Administrator
  • Candidately Administrator

Timeline

Help Desk Manager

Onward Search
01.2018 - Current

Help Desk Administrator

Onward Healthcare
01.2014 - 01.2018

Help Desk Support

Onward Healthcare
01.2014 - 01.2015

Help Desk Support/Administrator

Company
01.2011 - 01.2014

Design Engineering

Sikorsky Aircraft
01.2010 - 09.2010

Industrial Designer

Sikorsky Aircraft
01.2009 - 12.2009

BS Industrial Design -

University of Bridgeport

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Michael Samaan