Sheima Younes
McKinney,TX
Summary
Experienced Technical Support Engineer and System Administrator with over 6 years in enterprise environments, specializing in Microsoft 365, endpoint management, and hybrid systems across diverse industries. Expertise in troubleshooting complex issues, supporting cloud technologies, and enhancing customer experiences. Proficient in Active Directory, virtualization, and infrastructure support, with ongoing development in Azure cloud administration and PowerShell automation.
Overview
7
7
years of professional experience
Work History
IT Support Engineer
Unity Manufacturing Inc.
06.2024 - Current
- Implemented Microsoft Intune for device management, improving remote support capabilities.
- Developed PowerShell scripts to automate simple tasks, reducing response time and manual errors
- Provided frontline technical support, coordinating with backend teams to resolve escalations effectively.
- Collaborated with developers to facilitate software rollouts, minimizing disruptions and enhancing deployment efficiency.
- Trained new hires on internal tools and support workflows, ensuring quicker integration into team processes.
- Designed and implemented internal metrics dashboards using JavaScript and Power BI to track KPIs and support decision-making.
- Ensured functionality of systems such as Microsoft Dynamics AX 2012 and Seagull BarTender to maintain operational efficiency.
IT Support Specialist
Aldi USA
02.2024 - 05.2024
- Conducted daily technology checks to ensure checkout systems and connected devices were operational.
- Collaborated with store management to escalate and resolve hardware issues, minimizing disruptions to customer transactions.
- Maintained POS terminals, printers, and barcode scanners to ensure seamless front-line retail operations.
IT Support Engineer
JPMorgan Chase
07.2022 - 04.2023
- Delivered technical support for cloud and on-prem server infrastructure, resolving issues across AD, VDI, and user access.
Managed stakeholder needs by analyzing requirements, generating reports, and presenting dashboards to leadership.
Provided multi-channel support (phone, chat, email) with consistent 95% satisfaction rating.
- Collaborated with cross-functional teams to identify recurring technical problems and develop effective solutions, improving overall system reliability.
- Provided technical support to users for software and hardware issues.
- Diagnosed and resolved system malfunctions in manufacturing equipment.
- Installed and configured operating systems on various devices.
IT Software Support Technician
BravoTECH
01.2022 - 07.2022
- Provided technical support via phone, email, and remote access tools, contributing to high user satisfaction.
- Diagnosed and resolved software issues for end-users, improving user experience and system reliability.
- Conducted software installations and updates, maintaining systems' integrity and performance.
- Monitored system performance and identified improvement areas, optimizing application usage.
User Support Specialist
Walmart
04.2019 - 05.2020
- Troubleshot IT issues for internal teams, including connectivity, printer, and mobile device challenges, enhancing support efficiency.
- Documented user interactions, contributing to knowledge base updates and expediting future inquiries.
- Acted as primary contact for user concerns, effectively resolving issues in a high-volume support environment.
Education
Bachelor of Science - Information Technology
Saudi Electronic University
Riyadh, Saudi Arabia05-2018
Skills
- Operating Systems & Platforms: Windows 10/11, macOS, Active Directory, Azure AD, Citrix
- Endpoint Management: Microsoft Intune, SCCM (exposure), Device Imaging
- VPN management
- Scripting & Automation: PowerShell
- Network security
- Hardware diagnostics
- Soft Skills: Clear Communication, Customer Service, team player, eager to learn
- User training
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
IT Software Support Technician
BravoTECH
01.2022 - 07.2022
User Support Specialist
Walmart
04.2019 - 05.2020
Bachelor of Science - Information Technology
Saudi Electronic University