Noor Alhameed
Summary
- Help Desk Technician with a U.S. government security clearance and over 4 years of multi-functional experience at the U.S. Army + U.S Marines tactical and operational level. Seeking the opportunity to leverage my experience in Information Technology to support mission capability.
- Tier I & II Tech Support
- Superb Verbal, Written, Administrative and Organizational skills
- Information System Security Monitoring & Support
- Microsoft Office Suite: Word, PowerPoint, Outlook, Excel
- NIPR &SIPR Network Infrastructure Solutions
- Systems Knowledge: Remedy, Active Directory CERTIFICATIONS
- CompTIA Security + CE
Overview
2
2
years of professional experience
1
1
Certification
Work History
Tier 2 IT Support
Leidos
, AZ
05.2024 - Current
- Help Desk Technician Tier 2 with a U.S. government security clearance
- Handled first-call resolutions and coordinated with Tier 2 associates when problems could not be resolved directly.
• Referred problems that required hands on assistance to appropriate local activity and monitored status until problem was resolved and customer was satisfied.
• Assisted with computer configuration, troubleshooting software, network connectivity issues and printer/device issues.
• Managed, established, and troubleshot user accounts and content.
• Utilized ITSM 8.1 Remedy to create/resolve impact tickets, including additions to networks and any outages that occurred.
• Monitored ticket status, and added pertinent information into ticketing system regarding all steps that led to resolution. - Diagnosed system errors and performed troubleshooting steps.
- Ensured compliance with company policies when providing technical assistance.
- Identified recurring customer issues and reported them to the appropriate team for further investigation.
- Performed remote troubleshooting sessions with customers using virtual tools such as
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Conducted training sessions for users regarding application usage and functionality.
- Handled escalated calls from Tier 1 Technical Support Specialists.
- Maintained records of customer service requests and document problems and solutions in knowledge base database.
- Collaborated with other departments such as Sales, Networking, Systems Administration.
- Tested new software applications prior to release into production environment.
- Developed user manuals and help documents for applications used by customers.
Desktop Support
Freedom Staffing
, CA
09.2023 - 05.2024
- Performed onsite analysis, diagnosis, and resolution/corrective action recommendations for
- complex desktop and end user issues
- Conducted offsite repair and troubleshooting for remote users
- Utilized Remedy's ticketing system to monitor, update and solve ticket requests
- Served as a main point of contact for users and stakeholders
- Created, modified access, and deactivated user accounts
- Configured, administered, and maintained patch deployment and management systems and provided patch management status reporting to management
- Provided professional laptop and desktop support as well as customer service to military and civilian customers
- Installed, troubleshot, configured and repaired Windows operating systems software discrepancies
- Also referred customers to alternate repair facilities as appropriate
- Maintained responsibility for both classified and unclassified computer system security through the use of DoD-approved, Government-furnished operating systems and software.
CAT II Linguist
Valiant Government Services
01.2022 - 05.2023
- Accompanies US, NATO and Iraq armed forces during off base missions to assist in interpretation, transcription, and translation services in support of ongoing and new U.S operations and mission requirements
- Assists network team in coordinating NIPR and SIPR communication and connections
- Assists in the translation of classified documents for government personnel
- Translates various syntax and expressions to include colloquial and slang phrases from English and Modern Standard Arabic-Iraqi and vice versa
- Provides advice on cultural and ethnic significance of statements, conversations, situations, and documents
- Accurately scans, researches, and analyzes foreign language documents.
Education
Skills
- Problem Resolution
- Incident Management
- Customer Support
- Technical Support
- Troubleshooting and diagnostics
- Hardware troubleshooting
- Hardware and Software Configuration
- Technical Troubleshooting
- Relationship Building
- Advanced troubleshooting
- Software Installation
- Device Installation
- Help Desk Support
Certification
CompTIA Security + CE
CCNA CISCO
Security Clearance
Secret
References
Available Upon Request
Languages
English
Full Professional
Timeline
Tier 2 IT Support
Leidos
05.2024 - Current
Desktop Support
Freedom Staffing
09.2023 - 05.2024
CAT II Linguist
Valiant Government Services
01.2022 - 05.2023
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