Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mohamed Saad

Avenel,NJ

Summary

Service desk analyst with several years of field experience analyzing and solving challenging issues. Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious, go-to person thriving under pressure, empathizing with and supporting stressed-out clients.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Technician

NJ Exotic Motors
Elizabeth, NJ
03.2023 - Current
  • Installed and configured hardware, software, systems, networks, printers, and scanners.
  • Troubleshot system issues related to network connectivity, software installation and configuration, printing.
  • Resolved hardware issues including replacing parts as necessary.

Service Desk Analyst

ExterNetworks
Piscataway, USA
11.2021 - 02.2023
  • Admin role using active directory
  • Customer Service
  • End User Support
  • Responsible for diagnosing and resolving incidents and requests from users promptly
  • Provide level one support for networking and application issues and escalate complex problems to the appropriate groups or personnel
  • Software Training: Proficient in providing comprehensive training on various software applications and services
  • Install, configure, and troubleshoot hardware, software, and networking problems
  • Helping to guide remote employees via email, zoom, phone calls, and remote access
  • Resolving tickets using service now
  • Configure System upgrades, such as operating systems or desktop software refreshes
  • Maintain up-to-date information in the Service now assets database
  • Excellent teamwork skills with a strong sense of responsibility, accountability, reliability, and commitment

Wabtec
Erie, USA
07.2020 - 10.2020
  • Set up workstations with computers and necessary peripheral devices
  • Checked computer hardware (HDD, mouse, keyboards, etc.) to ensure the functionality
  • Transferred various data through Wi-Fi and Ethernet cable to the new assigned machines

Customer Service Manager

Walmart
North Brunswick, USA
05.2019 - 05.2020
  • Reviewed reports to establish baseline customer satisfaction levels
  • Contacted customers who have complained and worked with them to resolve their issues
  • Promoted a positive work environment for employees and led by example
  • Managed staffing levels for the customer service counter and other vital areas
  • Ensured associates are adequately trained and up to date on current procedures

Univision
New York, USA
01.2020 - 02.2020
  • Company Overview: TV Stations
  • Effectively troubleshoot and settled end-client complexities through examination and compelling follow up rehearses
  • Provided support for imaging, configuration, and migration of users' workstations from the Windows XP operating system to the Windows 10 platform, ensuring all data, files, and folders migrations are completed efficiently and with minimum interruption of operations
  • TV Stations

Education

Bachelor’s degree - Information Technology, Network administration and support

New Jersey Institute of Technology

Skills

  • Active Directory
  • Remote Support
  • Technical Support
  • Imaging PC
  • Customer Service
  • Hardware
  • Troubleshooting
  • Client Relations
  • Incident Management
  • Hardware troubleshooting
  • Remote Technical Support
  • VPN
  • Print Management

Certification

  • Networking and Administration support certified
  • Certified PC Pro for hardware, software, and networking.

Timeline

IT Technician

NJ Exotic Motors
03.2023 - Current

Service Desk Analyst

ExterNetworks
11.2021 - 02.2023

Wabtec
07.2020 - 10.2020

Univision
01.2020 - 02.2020

Customer Service Manager

Walmart
05.2019 - 05.2020

Bachelor’s degree - Information Technology, Network administration and support

New Jersey Institute of Technology

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Mohamed Saad