Syed Sami
San Jose,California
Summary
Experienced desktop support specialist with over 8 years of technical expertise and a proven track record of delivering top-tier customer service. Energized by solving intricate challenges, I combine technical know-how with exceptional communication skills to create seamless IT experiences.
Overview
10
10
years of professional experience
Work History
QA Engineer
META
02.2024 - Current
- Performed quality inspections and drafted reports to detail non-conforming material issues.
- Contributed to root cause analysis to determine core reason for failures and errors.
- Advised developers on problems with databases, performance and other issues.
- Built automated test scripts to handle repetitive software testing work.
- Documented testing procedures for developers and future testing use.
- Worked flexible hours across night, weekend, and holiday shifts.
System Administrator
Donahue and Fitzgerald
02.2023 - Current
- Integral part of a dynamic 3-person IT team at a medium-sized law firm, responsible for delivering comprehensive IT support to over 100 employees
- Spearheading a critical hardware upgrade initiative aimed at enhancing end-user satisfaction by replacing outdated technology across the organization
- Diagnosing and troubleshooting a wide range of hardware and software issues to ensure seamless daily operations for legal professionals
- Collaborating closely with team members to manage and prioritize IT helpdesk tickets, resolving technical problems promptly and effectively
- Installing, configuring, and maintaining software applications, operating systems, and security updates to optimize system performance
- Administering user accounts, permissions, and access controls to safeguard sensitive legal information and maintain data integrity
- Assisting in the planning and execution of technology projects, such as network upgrades, server migrations, and software deployments
- Conducting regular technology assessments to identify opportunities for process improvement and technology optimization
- Leading the deployment of new hardware and software solutions, ensuring seamless integration into existing workflows
- Providing training and technical guidance to end users on software applications, hardware usage, and security best practices
- Collaborating with external vendors and service providers to address technical issues, ensuring efficient resolution and minimal disruption
- Maintaining and monitoring network infrastructure, including switches, routers, and access points, to ensure reliable connectivity
- Contributing to the development of IT policies and procedures to standardize practices and ensure compliance with security protocols
- Offering on-site and remote technical support during critical meetings and court sessions, ensuring uninterrupted technology access
- Tracking hardware and software inventory, assisting in procurement efforts, and managing software licensing to optimize resources and budgets
AV Consultant
City of San Jose
03.2022 - 02.2023
- Lead a transformative project, designing and executing a state-of-the-art video conferencing solution for all City Hall conference rooms
- Secured a substantial budget of 1 million dollars to orchestrate the comprehensive overhaul of video conferencing capabilities
- Collaborated closely with cross-functional teams to identify requirements, evaluate technologies, and establish project goals
- Designed a scalable and future-proof video conferencing infrastructure that met the diverse needs of City Hall's various departments and functions
- Oversaw the procurement process, negotiating favorable contracts to maximize value within the allocated budget
- Managed the end-to-end implementation of the video conferencing solution, ensuring seamless integration with existing IT systems
- Led technical training sessions for City Hall staff to promote efficient utilization of the new conferencing tools
- Established performance metrics and conducted regular assessments to measure the success and impact of the new solution
- Successfully delivered the project on time and within budget, enhancing collaboration and communication among City Hall teams
- Demonstrated effective project management skills by coordinating timelines, resources, and tasks to achieve project milestones
- Provided ongoing technical support and troubleshooting for the video conferencing solution, ensuring uninterrupted operations
- Presented project updates and outcomes to senior leadership, showcasing the positive impact of the new technology on organizational efficiency
Systems Administrator
Rise Academy
07.2018 - 11.2021
- Managed and maintained the IT infrastructure for a small school, ensuring smooth daily operations
- Oversaw user accounts, permissions, and access controls, maintaining data security and privacy
- Installed, configured, and upgraded software and hardware systems for classrooms and administrative offices
- Provided technical support to faculty, staff, and students, troubleshooting hardware, software, and network issues
- Implemented backup and disaster recovery solutions to safeguard critical school data and ensure school continuity
- Managed network equipment, including routers, switches, and access points, to ensure reliable connectivity
- Conducted regular system updates, patches, and security audits to protect against vulnerabilities
- Led IT procurement efforts, sourcing cost-effective hardware and software solutions within budget constraints
- Assisted in the setup and maintenance of audiovisual equipment for presentations and events
- Developed and documented IT policies and procedures to standardize technology usage and troubleshooting processes
- Implemented and maintained a web filtering system to ensure a safe online environment for students
Hardware testing lead
Google
02.2015 - 08.2018
- Conduct comprehensive testing and validation of diverse Audio Video hardware components to ensure optimal functionality and performance
- Collaborate closely with cross-functional teams within google fiber to evaluate, analyze, and report on hardware test results and provide valuable feedback for enhancements
- Specialize in testing AV products and equipment, contributing insights to the development of future AV solutions
- Play a vital role in the rollout of upcoming google fiber products by executing meticulous hardware testing and identifying areas for refinement
- Develop and execute testing procedures, including stress tests and compatibility assessments, to guarantee the reliability and durability of AV hardware
- Participate actively in designing and implementing test plans for new AV product launches, focusing on quality assurance and user experience
- Work closely with engineers and designers to ensure that AV products meet and exceed performance standards, enhancing end-user satisfaction
- Provide input during the product development phase to ensure AV hardware is optimized for seamless integration and user-friendly operation
- Stay up-to-date with industry trends and technological advancements in AV hardware testing methodologies to contribute to innovative testing approaches
- Proactively address potential hardware challenges, collaborating with the team to identify solutions and refine the testing process for future AV products
Education
Bachelor of Science -
Ashford University
San Diego, CASkills
- Hardware diagnostics
- Incident management
- VoIP systems
- Application support
- Help desk support
- Network security
- System administration
- Mobile device management
- Active directory
- Okta
Personal Information
Title: Senior Desktop Support
Timeline
QA Engineer
META
02.2024 - Current
System Administrator
Donahue and Fitzgerald
02.2023 - Current
AV Consultant
City of San Jose
03.2022 - 02.2023
Systems Administrator
Rise Academy
07.2018 - 11.2021
Hardware testing lead
Google
02.2015 - 08.2018
Bachelor of Science -
Ashford University
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