Summary
Overview
Work History
Education
Skills
Hardwaresoftwareknowledge
Languages
Timeline
Generic

MOHAMAD TELLAWI

Las Vegas,NV

Summary

Client-focused Information Technology (IT) professional seeking a leadership position where my impressive background can be used to oversee Help Desk initiatives and provide comprehensive technical support to clients and companies. Adept at prioritizing projects, identifying technical issues, and providing timely resolutions. Quickly builds collaborative partnerships with cross-functional teams and customers to achieve goals and deliver superior service across the board.

Overview

10
10
years of professional experience

Work History

Help Desk Analyst

Caesars Entertainment
10.2023 - Current
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
  • Logged support tickets and closed when issues were resolved.
  • Maintained detailed documentation of all help desk interactions for future reference and analysis.
  • Provided basic end-user troubleshooting and desktop support.
  • Provided customer support and technical support to Number customers daily.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Provided exceptional remote support via phone, email, or chat, ensuring timely resolutions for geographically diverse users.
  • Assisted in training new help desk staff, sharing best practices and technical knowledge for improved service quality.
  • Resolved technical issues by troubleshooting.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
  • Served as a subject matter expert within the team on specific applications or systems, sharing knowledge and insights to improve overall team performance.
  • Documented support interactions for future reference.
  • Managed high levels of call flow and responded to technical support needs.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Supported end-users in software installations, hardware upgrades, and network troubleshooting to optimize system performance.
  • Activated accounts for clients interested in new services.

Help Desk Tier 2 Technician

NETIMPACT STRATEGIES
11.2021 - Current
  • Answered user inquiries regarding computer software and hardware issues
  • Responded to escalated tickets from Tier 1 and managed assigned tickets until closure
  • Diagnosed and troubleshot end-user desktop application issues and provided appropriate issue resolutions
  • Followed up with end users to provide status updates per service level guidelines (SLAs)

Passenger Service Agent Supervisor (on call, as needed)

G2 SECURE STAFFING
12.2019 - 05.2024
  • Company Overview: Client: Harry Reid Airport
  • Supervise, train, and evaluate a team of 15 Passenger Service Agents
  • Greet passengers in a courteous and professional manner
  • Provide wheelchair assistance for disabled passengers
  • Transport passengers to requested locations within the airport
  • Operate wheelchairs and other vehicles and equipment with a focus on passenger safety
  • Client: Harry Reid Airport

Senior Help Desk Technician (remote)

JACOBS TELECOMMUNICATIONS
03.2015 - 11.2021
  • Handled inbound customer calls and provided advanced-level support
  • Researched new technologies and software upgrades for workstations/servers that included current technological developments
  • Developed and documented Tier 1 and 2 policies and support for Service Desk operations
  • Troubleshot and resolved Tier 1, 2, and 3 trouble tickets with advanced connectivity issues for the FSIS/USDA
  • Identified unique or recurring customer/technical problems and provided input to management to prevent recurrence
  • Handled customer escalations and sent all user messages
  • Coordinated 3rd party support efforts to restore connectivity issues in remote locations
  • Configured, troubleshot, and resolved server and network switch connectivity issues
  • Worked with development staff to recreate problems in a test environment
  • Verified the resolution of end-user issues and updated ticketing systems with triage/resolution specifics
  • Monitored service orders to completion and closed service tickets
  • Advised and educated end-users on procedural guidelines
  • Set up new desktop systems, configured laptops for incoming employees, and loaded required software and server permissions

Education

Bachelor's Degree - Cybersecurity

ITT TECHNICAL INSTITUTE
Hanover, MD
06.2016

Skills

  • Advanced Level End User Support
  • Remote & Multi-Site Support
  • Network/Hardware/Software Diagnostics & Troubleshooting
  • Desktop Applications
  • Systems & Equipment Integrity
  • Operational Reliability & Integrity
  • Equipment Maintenance
  • Research & Inspection Analysis
  • Configuration & Installation
  • Team Leadership
  • Project Management
  • Performance/System Optimization
  • Security/Cyber-Security Controls
  • Service Level Guidelines (SLAs)
  • Organizational Compliance
  • Documentation & Reporting
  • Analytical Problem Solving
  • Clear & Concise Communication
  • Stress & Time Management
  • Active Directory
  • Apache
  • Operating System Technologies (Windows, Apple OSX, Linux, Mac)

Hardwaresoftwareknowledge

  • Active Directory
  • Apache
  • Operating System Technologies (Windows, Apple OSX, Linux, Mac)
  • BIOS
  • LAN and WAN Networks
  • Windows Server
  • Hotspot Devices

Languages

English
Native or Bilingual
Arabic
Professional Working

Timeline

Help Desk Analyst

Caesars Entertainment
10.2023 - Current

Help Desk Tier 2 Technician

NETIMPACT STRATEGIES
11.2021 - Current

Passenger Service Agent Supervisor (on call, as needed)

G2 SECURE STAFFING
12.2019 - 05.2024

Senior Help Desk Technician (remote)

JACOBS TELECOMMUNICATIONS
03.2015 - 11.2021

Bachelor's Degree - Cybersecurity

ITT TECHNICAL INSTITUTE

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MOHAMAD TELLAWI