SHIHAB T. ALWAZIR
McLean,VA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
12
12
years of professional experience
Work History
Senior Support Specialist
International Republican Institute
01.2019 - Current
- Support for 400 staff in DC office and 600 internationally.
- Troubleshoot and remedy issues that are reported by colleagues.
- Developed and implemented training initiatives for new hires.
- Increased customer satisfaction ratings to 99.8%.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Helped maintain servers and systems to keep networks fully operational during peak periods.
- Removed malware and viruses from our colleague's laptops.
- Created and updated documentation to make sure everything is current.
- Procured and setup Cisco Meraki network equipment for our field offices
Support Specialist
International Republican Institute
01.2016 - 01.2019
- Monitored our security dashboards, Crowdstrike and Mimecast, for any alerts and followed up with colleagues to rectify them.
- SharePoint Administration: granting and restricting permission where needed. Helped maintain document libraries
- Format laptops with USB and/or Azure services
- Maintained SmartDeploy server to make sure latest platform packs were up to date.
- Created new hire accounts using AD + O365.
- Setup new hire's Cisco phones before switching over to CallTower and Teams.
- Asset tracking and management of all equipment: phones and laptops
- Provided IT Orientation for new hires, twice a month.
Intern
International Republican Institute
07.2015 - 01.2016
- Interacted with customers by phone, email or in-person to provide information.
- Assisted in long term projects with the network administrator of overhauling servers in the server room.
- Analyzed problems, identified solutions and made decisions.
- Password resets when requested.
- Sorted and organized inventory room.
- Procuring equipment when needed.
Desktop Support & Assistant
YHRC
01.2014 - 06.2015
- Monitored computer equipment daily to ensure optimal speeds
- Diagnosed and repaired computers as well as providing hardware and software installation as needed
- Setup internet and printer capabilities
- Edited and reviewed statements and articles before being published
- Assisted with the organization, distribution, and mailing of published books and journals.
Technical Supervisor
Cis Secure Computing
03.2011 - 12.2013
- Daily supervision of 30 full-time skilled technicians, production engineers, and as many as 25 specialty contractors.
- Managed projects from end to end guaranteeing customer service and satisfaction.
- Provided leadership and guidance as a charter-managing member of the VoIP division
- Provide Presidential support through developing custom technologies requested by EOP, NSS, and WHCA/WHMO
- Review government contracts before being sent out.
- Train new employees on the build processes of TSG and TEMPEST VoIP phones.
- Helped set-up the network of Cisco switches, routers, and servers for the company
Education
Bachelor of Science - Regional Development
University of Arizona
Tucson, AZ05.2006
Skills
- Escalation Management
- Infrastructure Maintenance
- Vendor Relations
- Staff Training
- Customer Support
- Customer Communication and Satisfaction
- Office 365/M365
- MS Office Suite
- MS Azure
Languages
Arabic
Full Professional
Arabic
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Support Specialist
International Republican Institute
01.2019 - Current
Support Specialist
International Republican Institute
01.2016 - 01.2019
Intern
International Republican Institute
07.2015 - 01.2016
Desktop Support & Assistant
YHRC
01.2014 - 06.2015
Technical Supervisor
Cis Secure Computing
03.2011 - 12.2013
Bachelor of Science - Regional Development
University of Arizona
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