Youssef Aly
Dallas
Summary
Customer-focused Desktop Support with 13 years of experience with a broad spectrum of computer operating systems, applications, and hardware. Exceptional customer service and communication skills consistently convey competence and concern to end-users—strong ability to multitask effectively and to perform with a sense of urgency for rapid issue resolution.
Overview
16
16
years of professional experience
1
1
Certification
Work History
HelpDesk Technician & Desktop Support- DMS Admin
CONNER & WINTERS, LLP
Tulsa, OK
03.2013 - Current
- Provide support for desktop computer operating systems Microsoft Apps and hardware/peripherals; work with individuals across the community
- Proactively resolve customer problems with equipment and services
- Deliver just-in-time support both at Helpdesk and across campus and respond to departmental technical emergencies in order to minimize data loss, meet deadlines, and support the needs of users
- Test software images developed by Forager colleagues; evaluate software and develop written technical instructions and documentation
- Responded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS-based endpoints (Laptops, Desktops & Thin Clients), Tablets & Smartphones (IOS & Android), and Microsoft Office
- Assisted the Help Desk Manager in supervision, training, and mentorship of student employees at the Help Desk, with a specific focus on leading the team of Desktop Support Referral student employees who also contribute to tier 2 ticket resolution
- Continually updated personal knowledge of computing hardware, operating systems, and software
- Maintained confidentiality and discretion when working with passwords or sensitive materials
- IManage Admin.
Sales Consultant - Comp
Best Buy
Tulsa, OK
01.2010 - 03.2011
- Drive sales productivity and customer satisfaction within client's retail locations.
- Implement assigned responsibilities from store leadership in outlet area to engage customers using selling skills to build complete.
- Ensure inventory and merchandising standards are maintained in outlet store area.
- Support sales strategies in partnership with the Sales Manager to achieve operating results, growth objectives, and overall financial performance goals.
Education
Bachelor - Business Administration And Management
Cairo University
Cairo, Egypt08-2005
Skills
- Support Ticket System Management
- Remote System Analysis
- Network Infrastructure Monitoring
- Technical Support Triage
- Experience troubleshooting and maintaining PC and desktop applications
- Experience using customer service skills in a business setting as Customer Service
- General understanding of PCs, desktop applications, security, and computer/network architecture
- Image machines, install new OS and connect PCs to network
- PC and Microsoft OS troubleshoot
- Virus & Spy-ware removal
- Diagnostic testing
- Solid knowledge of IT Help Desk system
- Experience troubleshooting and supporting smart devices such as iPhone, iPad, and tablets
- Well-versed in installing windows, software, applications, antivirus, and patches
- Extensive experience in backup and image management software
- Ability to work without supervision
- Committed to learning and relating technical concepts promptly
- Proficient in working with users remotely
- Install hardware and software on standalone personal computers
- Installed new hardware as required
- Excellent customer service and support skills
- Active Directory
- Troubleshooting
- Multitasking and organization
- Customer service
- Installation and repair
- System troubleshooting
- System Tests
- Computer troubleshooting
- System upgrades
- Software installation
Certification
Computer Networking Technology– 2011
Tulsa Technology Center
TULSA, OK
CompTIA A+ Certification courses– 2012
New Horizons Computer Learning Centers
TULSA, OK
Timeline
HelpDesk Technician & Desktop Support- DMS Admin
CONNER & WINTERS, LLP
03.2013 - Current
Sales Consultant - Comp
Best Buy
01.2010 - 03.2011
Bachelor - Business Administration And Management
Cairo University