Tamer Arafa
Rosemount,MN
Summary
Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation with top-notch implementation and project management abilities.
Overview
15
15
years of professional experience
Work History
IT Manager
Alarm.com
12.2015 - 03.2023
- Improved network efficiency by implementing new server configurations and optimizing system operations.
- Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
- Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
- Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.
- Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Planned, designed, and scheduled phases for large projects.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Negotiated and managed third-party contracts related to project deliverables.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
IT Administrator
Alarm.com
11.2012 - 12.2015
- Improved overall network efficiency by implementing system upgrades, optimizing server settings, and troubleshooting issues.
- Enhanced data security through the deployment of firewalls, antivirus software, and intrusion detection systems.
- Reduced company downtime by proactively managing server backups and disaster recovery planning.
- Streamlined IT support processes with effective ticketing systems and prioritization methods for rapid issue resolution.
- Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
- Collaborated with cross-functional teams to identify technology needs and implemented appropriate solutions for improved workflow efficiency.
- Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
Tier 2 Technical Support Specialist
Alarm.com
09.2011 - 11.2012
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.
- Improved team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.
- Boosted client retention by consistently delivering exceptional Tier 2 technical support services.
- Developed comprehensive documentation for frequently encountered issues to facilitate faster resolutions.
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
- Conducted regular training sessions for junior technicians, enhancing their technical skills and knowledge base.
Call Center Representative
Alarm.com
09.2010 - 09.2011
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Help Desk Support Specialist
Dunwoody College Of Technology
10.2007 - 12.2009
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Streamlined help desk operations for increased efficiency and improved response times.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
Education
Associate of Arts - Computer Networking And Telecommunications
Dunwoody College of Technology
Minneapolis, MN12.2009
Skills
- Team Collaboration
- Information Confidentiality
- Risk Mitigation Planning
- Change Management
- Documentation and Reporting
- Technical Troubleshooting
- Network Administration
- IT Asset Management
- System Integration
- Project Management
- Application Support
Languages
Arabic
Native or Bilingual
Timeline
IT Manager
Alarm.com
12.2015 - 03.2023
IT Administrator
Alarm.com
11.2012 - 12.2015
Tier 2 Technical Support Specialist
Alarm.com
09.2011 - 11.2012
Call Center Representative
Alarm.com
09.2010 - 09.2011
Help Desk Support Specialist
Dunwoody College Of Technology
10.2007 - 12.2009
Associate of Arts - Computer Networking And Telecommunications
Dunwoody College of Technology
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