Mohamad Thabet

Promoted from IT Intake Agent to IT Repair Agent

• Performed maintenance and repairs on #+ classroom technology assets across instructional spaces to ensure reliable operation.
  • Assisted with #+ technology installations, equipment deployments, and system setups across classrooms, labs, and campus facilities.
  • Maintained and updated software on campus computers, circulating laptops, and
  lab systems while ensuring devices remained functional and up to date.
  • Supported campus events annually by collaborating with professors and providing AV equipment setup, checkout, and troubleshooting through WebCheckout.
  • Tracked and managed inventory for #+ technology assets, including projector lamps, classroom equipment, and replacement parts.

• Served as the first point of contact for technical support requests, assisting faculty, staff, and students through phone, email, and ticketing systems.
  • Diagnosed and resolved hardware, software, printer, and user account issues while escalating complex technical problems when necessary.
  • Documented support requests and resolutions while maintaining user accounts, permissions, and access controls to support secure and efficient IT operations.
  • Provided technical assistance and customer support to users, ensuring timely issue resolution and a positive support experience.

• •Designed and optimized relational SQL databases for an insurance management system by developing database schemas, creating indexes, and improving query performance to support secure and scalable data operations.

• Developed ETL processes to extract, transform, and load policyholder and claims data from multiple sources into centralized databases while maintaining data accuracy, consistency, and integrity.

• Created complex SQL queries, stored procedures, and database views to support reporting, data analysis, and business decision-making related to policy and claims information.

• Implemented role based access controls and database security measures to protect sensitive customer data and ensure appropriate user access to system resources.

• Led and motivated team members during high-volume shifts, ensuring efficient operations, strong teamwork, and exceptional customer service.
• Managed daily restaurant operations, including staff scheduling, inventory control, cash handling, and compliance with food safety and company standards.
• Resolved customer concerns promptly and professionally, enhancing guest satisfaction and maintaining a positive dining experience.
• Trained and mentored new employees on operational procedures, food safety protocols, and customer service best practices to support team performance and consistency