Summary
Overview
Work History
Education
Skills
Professional Affiliations and Memberships
Certifications and Licenses
Profession Relevant Skills
Languages
Hobbies and Interests
Timeline
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Salih Hamid

Ankeny

Summary

Motivated and detail oriented IT support technician seeks opportunities in dynamic, growth-oriented company focused on cultivating exceptional customer service and a positive work environment. Experienced handling networking concerns, new software implementation, new hardware installation, addressing user concerns and dedication to technical improvement in each job. Past achievements include new network architecture component selection and implementation.

Overview

13
13
years of professional experience

Work History

IT Support Technician, Third Grade

San Diego City College
11.2020 - Current
  • Receive help tickets from 300 users per month on campus and delegate tasks to appropriate departmental personnel.
  • Provide on-phone and online support for users of the extended campus communication network to facilitate the effective operation of IT resources, improving 65% of user satisfaction.
  • Deliver troubleshooting solutions to departments and console operators experiencing difficulties with the software, hardware and network connectivity.
  • Implement improved assessment and analytical techniques for further achievement of identified departmental goals.
  • Drive enhanced performance figures for the IT team and department to meet stated management expectations and relevant standards.

IT Support Technician, Second Grade

Ledgent Technology
09.2015 - 10.2020
  • Learned from IT professionals how to meet the support needs of a fast-paced technology company serving over 100,000 clients around the world.
  • Discovered innovative solutions to common and exceptional problems identified on help tickets assigned by the team supervisor and/or departmental manager.
  • Communicated with company representatives and vendors to identify computer products that would support and enhance departmental and company operations.
  • Assisted in the implementation of 12 new hardware and software solutions within the company to improve workflow and customer service provision.
  • Provided support to users learning new technology assets to support existing operations and to make possible workflow expansion.

IT Field Support Technician, First Grade

Leidos
06.2012 - 08.2015
  • Took 10 help ticket jobs daily assigned by IT supervisor and recorded ticket results for reporting and record-keeping.
  • Worked closely with IT team members and supervisors to improve troubleshooting skills and situation analysis.
  • Assisted 40 users per week with implementing new software and network infrastructure to ease the transition to new technology assets and planned operations.
  • Supported senior technicians with complex tasks and time-sensitive achievements to meet client expectations and user needs on an identified schedule.
  • Explained diagnostic findings to customers and outlined repair or service options.

Education

Bachelor of Science - MIS

Iowa State University
Ames, IA
12-2010

Skills

  • User support and troubleshooting
  • Hardware diagnostics
  • Software installation
  • Hardware diagnostics and setup
  • Programming languages: Java, SQL
  • Conflict resolution
  • Attention to details

Professional Affiliations and Memberships

  • California Software Professional Association - (2019)
  • Association of Information Technology Professionals - (2018)

Certifications and Licenses

  • HDI Desktop Support Technician Certification - (Updated 2022)
  • Microsoft Certified Desktop Support Technician certification - (2021)
  • Google IT Support Professional Certificate - (2019)
  • Cisco Certified Network Associate (CCNA) -(2019)

Profession Relevant Skills

  • Worked in a team-oriented environment
  • Provided phone and online support to users
  • Assisted users remotely and in person with hardware-related concerns
  • Utilizing technical training to resolve concerns related to software functionality
  • Used tools like ping, traceroute, SNMP, NetFlow to to resolve packet loss, latency or downtime
  • Diagnose faulty switch hardware (overheating/ failed power supplies)
  • Analysed traffic patterns, switch logs and port errors

Languages

English
Professional Working
Arabic
Native or Bilingual

Hobbies and Interests

Outside of work, I like jogging and mountain biking along nearby trails. I also participate in park restoration and cleanup efforts to make local recreational spaces more inviting for other community members. I frequently volunteer as a dog walker at the local animal shelter, too.

Timeline

IT Support Technician, Third Grade

San Diego City College
11.2020 - Current

IT Support Technician, Second Grade

Ledgent Technology
09.2015 - 10.2020

IT Field Support Technician, First Grade

Leidos
06.2012 - 08.2015

Bachelor of Science - MIS

Iowa State University

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Salih Hamid