REMON YOUSSEF
IT
Northridge,California
Summary
Attentive Desktop Support Technician with two years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
10
10
years of professional experience
42
42
years of post-secondary education
Work History
Desktop Support (IT Helpdesk)
Mintros LLC
Los Angeles, CA
01.2019 - 11.2020
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels
- Tracked hardware assets, ordering equipment to maintain accessible inventory
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods
- Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks
- Furnished troubleshooting guidance for remote Desktop Support .researching unrecognized faults for possible solutions or root causes
- Offered technical helpdesk support to customers on printers, PCs and laptops and mobile devices
- Updated software versions with patches and new installations to close security loopholes and protect users
- Configured new employee work stations consisting of hardware, software and peripheral devices
- Removed malware and viruses from laptops and desktop systems using specialized software
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Provided software support and general technical solutions for operational, database and security requirements in applications
- Assisted end users with diagnostics to resolve issues
- Performed daily maintenance of computer systems to keep network processes fluid
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks
- Resolved service requests by individually troubleshooting and addressing user issues
- Designed and customized implementations to provide system integrity and security
- Lent technical support, consulting and implementation services to maintain system performance thresholds
- Handled maintenance tasks to promote improved network availability
- Researched and maintained IT project and service documentation to assist future problem resolution
- Using those Ticketing Systems: Freshdesk, Zendesk, Kayako, Zoho Desk and HappyFox.
Accountant
TCL Corporation
01.2014 - 12.2018
- Gathered financial information, prepared documents and closed books.
- Created budgets and forecasts for management group to meet regular accounting deadlines.
- Managed accounts payable, accounts receivable, bank reconciliations and payroll function
- Developed and implemented cost and budget processes to ensure budget control and accurate forecasting
- Processed payroll and reviewed employee liability balances in support of HR objectives
- Analyzed financial statements and income statements to review company's financial performance.
Call Center Representative
Etisal
09.2010 - 12.2013
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reviewed files, records and other obtained documents to respond to customer requests
- Shared detailed information regarding options to help customers make decisions
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Conducted CRM tasks to maintain quality assurance satisfaction levels.
Education
Associate degree - Information Technology
Cerro Coso Community College
Ridgecrest, CA 05.2001 - 05.2021
Database administrator Certificate -
Citrus College
Glendora, CA 05.2001 - 09.2019
Information Technology Certificate -
Citrus College
Glendora, CABachelor of Science - Accounting and Business Administration
Cairo University
09.2005 - 06.2009
Skills
Hardware upgradesMicrosoft OfficeTechnical supportMac and PC proficiencyDebuggingService desk supportEquipment repair
End-User Account Management
New System Deployment
Data Transfer Best Practices
Data recovery
Software diagnosis
TCP/IP
Ticketing System Oversight
Timeline
Desktop Support (IT Helpdesk)
Mintros LLC
01.2019 - 11.2020
Accountant
TCL Corporation
01.2014 - 12.2018
Call Center Representative
Etisal
09.2010 - 12.2013
Bachelor of Science - Accounting and Business Administration
Cairo University
09.2005 - 06.2009
Associate degree - Information Technology
Cerro Coso Community College
05.2001 - 05.2021
Database administrator Certificate -
Citrus College
05.2001 - 09.2019
Information Technology Certificate -
Citrus College