Mohamed Saad
Avenel,NJ
Summary
Seeking a full-time job at an IT or business-related company to expand my horizons and achieve my goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Analyst and Customer Service
ExterNetworks
11.2021 - 11.2023
- Admin role using Active Directory
- Provided technical support and customer service.
- Managed an average of 50+ support tickets per day using servicenow & zendesk, ensuring timely resolution and maintaining a 95% customer satisfaction rate.
IT Technician
Wabtec
07.2020 - 10.2020
- Set up workstations with computers and necessary peripheral devices
- Checked computer hardware (HDD, mouse, keyboards, etc.) to ensure functionality
- Transferred various data through Wi-Fi and Ethernet cable to new assigned machines.
Customer Service Manager
Walmart
05.2019 - 05.2020
- Reviewed reports to establish baseline customer satisfaction levels
- Contacted customers who complained and worked with them to resolve issues
- Promoted a positive work environment and led by example
- Managed staffing levels for the customer service counter and other vital areas
- Ensured associates were adequately trained and up to date on current procedures.
IT Support Technician
Univision
01.2020 - 02.2020
- Effectively troubleshoot and resolved end-client issues through examination and follow-up practices
- Provided support for imaging, configuration, and migration of users' workstations from Windows XP to Windows 10, ensuring all data, files, and folders migrations were completed efficiently and with minimal interruption.
Education
Bachelor’s Degree - Information Technology
New Jersey Institute of Technology
Associate degree - Network Administration and Support
Middlesex County College
Skills
- Proficiency in Operating Systems: Microsoft Windows, MacOS, iOS, Android
- Application Troubleshooting: Proficient in resolving software issues
- Network Troubleshooting: Knowledge of network layers 1-3
- Email Security: Expertise in email security and client education
- Cloud Services: Experience with M365/Google Admin, Workspace, SharePoint
- Server Troubleshooting: Proficient in troubleshooting Server 2012-2022, MacOS Server, NAS
- Email Migrations: Skilled in email migrations and various email services
- Enterprise Network Equipment: Familiarity with SonicWall, Meraki, Unifi
- Backup, VPN, RAID: Proficient in configuration across platforms
- VoIP, Spam Filtering: Skills in VoIP and advanced email troubleshooting
- Printer Management: Experience in managing printer relays through O365/Google
- Technical Support: Strong PC hardware and software support skills (adding RAM, SSD replacement, command line knowledge)
- Apple Support: Expertise in Apple OS, iOS support, and MDM
- Client Relationship: Ability to build strong client relationships and explain technical concepts clearly
- Teamwork: Thrive in a team environment, seek help when needed, take ownership of tasks
- Multitasking: Excellent multitasking skills and understanding of ticket prioritization
- Ticketing Systems: Experience with RMM tools, PSA software
- Active Directory: Admin role experience
- Remote Support: Provide remote support for clients
- VDI: Experience in virtual desktop infrastructure
- Troubleshooting: Strong troubleshooting skills for various technical issues
- End User Support: Provide comprehensive support for end users
- Software Training: Proficient in providing comprehensive training on various software applications and services
- Encryption and Security: Enabled encryption and file vault in Windows and Mac systems
- DBAN: Working knowledge of DBAN security tool for data wiping and migration
- ServiceNow: Experience resolving tickets using ServiceNow
- System Upgrades: Configure system upgrades, such as OS or desktop software refreshes
- Asset Management: Maintain up-to-date information in ServiceNow assets database
- Customer Service: Strong customer service skills and experience
- Collaboration: Excellent teamwork skills with a strong sense of responsibility, accountability, reliability, and commitment
- Technical Support
- Client Relations
- Service Level Agreements
- Remote Support
- System Administration
- Escalation management
- Guest communication
- Account Management
- Information Security
- Training abilities
- Remote Technical Support
- Documentation
- Asset Management
- Incident Management
- Performance Assessment
- Database Management
- Client Relationship Management
- Hardware troubleshooting
- Application support
- LAN/WAN
- System Maintenance
- Error Detection
- Problem-Solving
- Collaborative Team Player
- Emergency Service Coordination
- Computer System Diagnostics Software
- Defect Analysis and Resolution
- Highly Professional
- Task Prioritization
- Issue and Resolution Tracking
- Analytical and Methodical
- Professional Demeanor
- Software Upgrades
- Hardware and Software Repair
- Troubleshooting Network Issues
- Employee Computer Support
- Continuous Improvement
- Written Communication
- Reliability
- Application installations
- System Configuration
- Teamwork and Collaboration
- Microsoft Windows and Office
- Goal Setting
- Active Listening
- Equipment Inspection
- Hardware diagnostics
- User Support
- Requirements Definition
- Service desk support
- Hardware Configuration
- Help Desk Support
- Troubleshooting skills
- DNS and DHCS experience
- Network repairs and maintenance
- Computer systems installation
- System Upgrades
- Network Security Management
- Virtualization Technologies
- Network Security
- Active Directory
- Troubleshooting and diagnosis
- Active Directory knowledge
- Customer Support
- IP Addressing and Subnetting
- Effective Communication
Certification
- Networking and Administration Support Certified
- Certified PC Pro for Hardware, Software, and Networking
Continuingeducationandprofessionaldevelopment
- Participate in ongoing education opportunities through annual goals and specialized training programs
- Engage in a fun and collaborative work environment with team celebrations, games, and monthly prizes
Languages
Arabic
Professional
Spanish
Elementary
Timeline
Service Desk Analyst and Customer Service
ExterNetworks
11.2021 - 11.2023
IT Technician
Wabtec
07.2020 - 10.2020
IT Support Technician
Univision
01.2020 - 02.2020
Customer Service Manager
Walmart
05.2019 - 05.2020
Bachelor’s Degree - Information Technology
New Jersey Institute of Technology
Associate degree - Network Administration and Support
Middlesex County College
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