Rajae Menaouar
Medford,MA
Summary
IT Support specialist with Good Communication and Troubleshooting Skills. Confident with ITIL Service Management including Incident, Change and Problem Management processes. Understands the importance of customer centric behavior and focuses on customer satisfaction and confidence in Service desk responsibilities (on-call). Creates good documentation, meets SLA’s, generates weekly/monthly KPI metric reports and knowledge articles.
Overview
9
9
years of professional experience
Work History
IT Support Specialist
Committee for Public Counsel Services
03.2021 - Current
- Providing comprehensive technical support and maintenance to over 50 end-users across the organization.
- Resolving hardware, software, and network issues in a timely fashion.
- Implementing a remote access system to reduce helpdesk tickets by over 25%.
- Collaborating with the team to update and maintain Windows & Mac operating systems, as well as install and configure applications across the organization.
- Troubleshooting complex network and hardware issues, isolating the source of problems, and implementing cost-effective solutions.
- Assisting in staff training and mentoring initiatives to onboard over 30 new users onto the system.
- Managing user accounts in Active Directory, configuring devices, and monitoring Azure for potential security threats.
- Assigning shared level/security level permissions to users' folders and files.
- Preparing new computers and mobile devices for secure and efficient use.
- Implementing Azure AD and setting up multi-factor authentication.
- Resolving the sync issue with Microsoft Managed Services Provisioning Provider.
- Experience in syncing user, group, and workstation objects from Active Directory to Azure Active Directory.
- Experience in configuring and managing Azure AD Connect and Microsoft Azure Active Directory.
Technical Support Volunteer
MACIR Career Center
10.2018 - Current
- Provided technical assistance to community members and staff with Mac OS, Microsoft Office (Word, Power Point, and Excel), and Google Suite.
- Assisted team in website creation and data management for the IT Support Certificate program.
IT Support Intern
MACIR Career Center
11.2019 - 09.2020
- Demonstrated ability to think and react quickly to unexpected issues and minimize customer impact.
- Maintain all reports and records of previous problems per SLA and responded to emails.
- Create and follow up on open tickets using the organization's ticketing system and update the customer based on ticket notes.
- Participate in Change, Incident and Problem management meetings.
- Assist with the configuration and administration of Windows 7, Windows 10, MAC OS or Linux workstations, including their peripheral devices.
Contract Technician/Payroll Specialist
GLX Constructors
05.2019 - 03.2020
- Oversaw day-to-day processing of payroll for 85+ employees, including review of timesheets.
- Managed QA program, including on-site evaluations, internal audits and customer surveys.
- Exceptional problem solving/analytical skills.
- Ability to interact with customers in a polite and professional manner.
- Effective conflict resolution skills including appropriate handling of angry or frustrated clients.
- Escalating issues appropriately, reaching out for assistance when a problem cannot be solved immediately.
- Ability to work in a team-oriented and collaborative environment; and pays extreme attention to details.
- Received incoming customers’ requests via phone and through online electronic system.
- Addressed customers issues, questions, and/or concerns in a quick, courteous and accurate manner, escalate to the appropriate department as necessary.
- Ability to work independently and effectively organize, prioritize and accomplish multiple tasks.
Quality Administrative Assistant
GLX Constructors
03.2019 - 05.2019
- Provided general administrative and clerical support including mailing, scanning, faxing and copying to management.
- Managed calendar Managing Director.
- Prepared and modify documents including correspondence, reports, drafts, memos and emails.
- Assist in resolving any administrative problems.
- Performed data entry and scan documents.
Quality Assurance Specialist
Eagle Bank And Trust Company Of Missouri
04.2018 - 03.2019
- Resolved all issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
Teller Specialist
Century Bank And Trust
01.2017 - 04.2018
- Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
- Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
Dispatch Assistant Manager
Flight Services & Systems
11.2015 - 01.2017
- Recorded and secured archives of customer requests, services performed and other dispatch information to maintain accurate records and appropriate filing systems.
- Tracked and reviewed charts, graphs, schedules and other statistics to maximize on-time performance, minimize customer wait times and service disruptions.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
Education
Leadership Management Certificate - undefined
The Ripples Group - Ripples Business Academy
04.2025
Google IT Support Professional Certification - undefined
Google
Remote11.2020
IT Support Certificate - undefined
MACIR Career Center
Revere, MA09.2020
Bachelor of Science - Business Management
Lesley University
Cambridge, MA05.2017
Skills
- Azure administration
- Microsoft Office 365
- Windows 2022 server
- Technical analysis
- Networking
- Infrastructure planning
- Communication
- Leadership
Foreign Languages
Arabic and French
Awards
Phi Theta Kappa Honor Society
Award with committee of public counsel services
Timeline
IT Support Specialist
Committee for Public Counsel Services
03.2021 - Current
IT Support Intern
MACIR Career Center
11.2019 - 09.2020
Contract Technician/Payroll Specialist
GLX Constructors
05.2019 - 03.2020
Quality Administrative Assistant
GLX Constructors
03.2019 - 05.2019
Technical Support Volunteer
MACIR Career Center
10.2018 - Current
Quality Assurance Specialist
Eagle Bank And Trust Company Of Missouri
04.2018 - 03.2019
Teller Specialist
Century Bank And Trust
01.2017 - 04.2018
Dispatch Assistant Manager
Flight Services & Systems
11.2015 - 01.2017
Leadership Management Certificate - undefined
The Ripples Group - Ripples Business Academy
Google IT Support Professional Certification - undefined
Google
IT Support Certificate - undefined
MACIR Career Center
Bachelor of Science - Business Management
Lesley University
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