Summary
Overview
Work History
Education
Skills
Timeline
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Sheima Younes

Sheima Younes

Mckinney,TX

Summary

Results-driven Service Desk Specialist with 4+ years of experience resolving complex IT issues and delivering exceptional support in fast-paced environments. Proficient in Windows 10, Active Directory, scripting, and diagnostics. Thriving on exceeding customer expectations through technical expertise and exceptional service.

Overview

6
6
years of professional experience

Work History

IT Support Engineer

Unity Manufacturing Inc.
06.2024 - Current
  • Delivered frontline technical support and collaborated with backend teams for escalations.
  • Trained new hires on internal tools and support workflows.
  • Participated in patch management and system security updates.
  • Worked closely with developers to ensure smooth software rollouts and minimize disruptions.
  • Designed and implemented internal metrics dashboards using JavaScript and Power BI to track KPIs and support decision-making.

IT Support Specialist

Aldi USA
02.2024 - 05.2024
  • Handled technical support tickets with clear communication and consistent follow-through.
  • Prepared devices for new employees and ensured systems were fully operational on day one.
  • Performed system updates and maintenance, improving reliability across endpoints.

IT Support Engineer

JPMorgan Chase
07.2022 - 04.2023
  • Improved Citrix VDI performance by 20% through optimization and PowerShell scripting.
  • Managed user access in Active Directory, resolving authentication and permission issues.
  • Supported Microsoft 365 tools and contributed to hybrid cloud environment support.
  • Created performance dashboards and presented insights to stakeholders.
  • Provided multichannel support with 95% satisfaction rating.

User Support Specialist

Walmart
04.2019 - 05.2020
  • Delivered frontline technical support and collaborated with backend teams for escalations.
  • Trained new hires on internal tools and support workflows.
  • Participated in patch management and system security updates.
  • Worked closely with developers to ensure smooth software rollouts and minimize disruptions.

Education

Information Technology

Saudi Electronic University
Riyadh, Saudi Arabia
05-2018

Skills

  • Platforms: Windows 10/11, Windows Server, Microsoft 365, Basic Linux
  • Tools: Active Directory, Intune, Exchange Online, Citrix VDI
  • Scripting & Automation: PowerShell (basic automation, process improvements)
  • Ticketing Systems: Jira, ServiceNow, Zendesk
  • General Skills: Hardware/software troubleshooting, VPN setup, remote user support

Timeline

IT Support Engineer

Unity Manufacturing Inc.
06.2024 - Current

IT Support Specialist

Aldi USA
02.2024 - 05.2024

IT Support Engineer

JPMorgan Chase
07.2022 - 04.2023

User Support Specialist

Walmart
04.2019 - 05.2020

Information Technology

Saudi Electronic University

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