Rusel Abed
Fairfax,VA
Summary
Experienced IT professional with over 2 years of expertise in system support and cybersecurity, holding a CompTIA Security+ certification. Proven ability to troubleshoot, resolve complex technical issues, and provide excellent customer service in fast-paced environments. Eager to leverage skills in a dynamic team to drive efficiency and ensure reliable IT operations."
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Help Desk
SMK GROUP
New Carrollton, MD
08.2023 - Current
- Provided accurate information on IT products or services.
- Troubleshooted Windows and Mac hardware and software products.
- Served as the first point of contact for customers seeking technical assistance over the phone or email.
- Determined the best solution based on the issue and details provided by customers.
- Managed and supported end-user devices, such as desktop systems and other peripheral equipment.
- Handled Service Now Ticket System and escalated alerts to appropriate personnel.
- Passed on any feedback or suggestions by customers to the appropriate internal team
Manager
Overstock Furniture
Woodbridge, VA
08.2016 - 07.2023
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Created monthly reports for senior management summarizing operational performance metrics.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Sales Associate
Forever 21
Woodbridge, VA
05.2015 - 07.2016
- Maintained up-to-date knowledge of store merchandise and policies.
- Developed promotional strategies to increase sales volume.
- Provided accurate information about products, prices and services.
- Handled customer complaints in a professional manner.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Greeted customers and provided exceptional customer service.
Education
Associate of Applied Science - Cybersecurity
Northern Virginia Community College
Annandale, VA12-2023
Skills
- Computer Programming in [python]
- Used Vendor Management System(VMS)
- VMware to deploy Virtual Machines
- Wireshark, Nmap, Nessus
- Hardware Diagnostics
- Training & Development
- Technical Troubleshooting
- Customer Support Needs Assessment
- Reporting and Documentation
- Microsoft Excel
- Hardware Upgrades
- Call Center Operations
- Customer Service
- Problem-Solving
- Provisioning Storage
- Windows, Linux
Certification
- CompTIA Security+ (CE) (2022)
- Security Clearance (Secret)
Languages
Arabic
Native/ Bilingual
Timeline
IT Help Desk
SMK GROUP
08.2023 - Current
Manager
Overstock Furniture
08.2016 - 07.2023
Sales Associate
Forever 21
05.2015 - 07.2016
Associate of Applied Science - Cybersecurity
Northern Virginia Community College
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