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Yassir Saquer IT Desktop Support Technician

UAE Yassir_2019_Resume.doc
and organizational skillsCommunication skillsCustomer ServiceIT troubleshooting
Abu DhabiDubaiMaleOver 10 years
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To contact this candidate email yassir_saquer21@yahoo.com

Contact using webmail: Gmail / AOL / Yahoo / Outlook /

Cell phone: 97150- 6196794

97150- 5628363

Email: yassir_saquer21@yahoo.com

Abu Dhabi, U.A.E.

Citizen ship:  US citizen
Summary

 

Customer-focused IT Desktop Support with 16 years of experience with a broad spectrum of computer operating systems applications and hardware working in a fast-paced environment for a Fortune 500 company. Exceptional customer service and communication skills; consistently conveys competence and concern to end users, purchasing hardware, software, LAN, WAN, e-mail, Internet, and delivering them to the clients. Having the ability to multitask and perform with a sense of urgency for rapid issue resolution.

 

Education

 

Bachelor of Science in Computer Science                                                                                                         1987

Indiana State University, U.S.A.

 

Skills

·         Excellent communication, liaison, negotiation leadership and interpersonal skills.

·         Strong IT problem solving and troubleshooting.

·         Demonstrate high level customer service skills with both external and internal.

·         Solid time management skills with proven ability to function well under pressure.

·         Strong planning and organizational skills with the ability to multi-task.

·         Ability to work efficiently as part of a team as well as individual with minimal supervision.

·         Great attention to detail along with ability to follow given instruction.

·         Team player, but ability to work autonomously.

·         Friendly, professional and supportive to all colleagues.

·         I have positive attitude, passionate, outgoing personality, and friendly to work with.

·         Solve problems creatively and follow through with customer feedback.

·         Procurement, Logistics, and purchasing.

·         Fluent in English and Arabic.

 

Work Experience

 

Lahey Clinic – Burlington, Massachusetts    U.S.A.                                                                            03/2010 – 4/2019

IT Desktop Support Technician

Providing second level technical support both hardware and software issues and that includes diagnosis and troubleshooting.

·         Installation, diagnose, analyze and troubleshooting of desktop hardware and software according to standards and procedures.

·         Responding to incidents and requests, ensuring they are resolved effectively and efficiently against customer service level agreement (SLA).

Setup network configuration on end user’s workstations
Troubleshoot LAN / WAN connectivity issues for end-users
·         Install, configure and troubleshoot Cisco IP telephones of variant models

·         Successfully executed projects in coordination with the customer support manager to perform and provide technical support.

·         Responsible for maintain inventory of all IT equipment that include computer hardware, software and telephone equipment.

·         Performed system testing, and provided technical support and upgrades to meet the requirements of the business.

·         Reorganized help desk procedures, shorting response time from 3 hours to 15 minutes.

·         Implemented new imaging and storage solution, customized PC/laptop imaging applications.

·         Maintained PCs and laptop inventory available at site and store ensuring as well they are kept in good condition

·         Billing invoicing completion for all services for all services or spares, inventory tracking and vendor invoicing including tracking.

·         Ordering and setting up laptops, desktops, and parts for PC’s and other shipments required by the customers.

 

 

 

Fidelity Investments – Merrimack, New Hampshire     U.S.A.                                                                    1996 – 2009

Senior IT Desktop Support Specialist and Logistics      1998 – 2009

Responsible for providing timely, high quality PC hardware, software, logistic and purchasing support to 6000 employees in over 15 business groups.

·         Installed, troubleshoot, resolved desktop/laptop issues and wireless configuration.

·         Provided support to end users relating to hardware and software, computer applications, LAN components and peripherals.

·         Configure and troubleshoot email accounts, and email-archiving through Symantec

·         Working knowledge of Windows Domains and associated servers (e.g. Domain Controllers), TCP/IP, DNS, DHCP, VPN, VoIP, and LAN/WAN protocols and technology.

Setup network configuration on end user’s workstations
Troubleshoot LAN / WAN connectivity issues for end-users
·         Install, configure and troubleshoot Cisco IP telephones of variant models

·         Ordering laptops, desktops, and parts for the PC’s and other shipments required by customer and field team

·         Assisted in making changes to desktop rollout procedures, reducing desktop imaging to 20 minutes, instead of two hours.

·         Became the lead “go-to” person for any issue with complaining customers.

·         Support and administer VoIP devices/servers (Avaya/Cisco telephony).

·         Managed onsite inventory of assets and peripherals to ensure stock is always available and accurate.

·         Maintained supplies, equipment, monitors, desktop/laptop, and all hardware accessory.

·         Regularly and independently communicates with the vendor to replace old parts.

·         Responsible for maintain inventory of all IT equipment that include computer hardware, telephone equipment, communication equipment and software applications at the site offices.

·         Assisted in developing enforcing operational desktop standard configurations, documentation, and procedures.

·         Billing invoicing completion for all services for all services or spares, inventory tracking and vendor invoicing including tracking.

·         Ordering and setting up laptops, desktops, and parts for PC’s and other shipments required by the customers.

 

 

Lead IT Desktop Support – Fidelity Investments    2000 – 2002

Promoted to leadership role accountable for maintain key business and systems. Planed, organized and direct the operations and activities of IT desktop support; provide and envision innovative information resources and services in support of the groups at Fidelity.

·         Managed IT system administration projects based on business requirements.

·         Managed incident and problem escalating and response in accordance with customer service level agreements (SLA).

Provide technical support and training for personal computer and PC network users
·         Informed line manager immediately of any problem or error messages that occur with systems and applications.

·         Established and maintained working relationships with colleagues, staff and other departments.

·         Ensured the right implementation of established policies, procedures and regulations of the IT inventory.

·         Supervised complaint ticketing system and follow timely resolution of all work orders.

·         Managed the IT activities team to ensure our users receive the high of it support and services.

·         Trained HP vendor technicians on software applications and various hardware devices before and after installation.

 

 

Procurement, Logistics, and Desktop Support Specialist             1996 – 2000

·         Purchased, assisted and supported IT department in all contracts and agreements as well as procurement ordering hardware and software requested by managers and deliver them to the customers.

·         Develop sustainable processes through which data is collected, cleansed, managed and analyzed.

·         Managed the Fidelity Investments inventory located in the storage, receipt, distribution and dispatched of parts as required.

·         Monitored and tracked all purchases from the vendor and agree SLA’s.

·         Ensured that all equipment shipped and stored in other locations with proper documentation.

·         Gathered information and assist with the reporting process, purchasing and maintain office equipment and supplies, maintain asset and work logo.

·         Review and approve end user department requisitions for personal computer hardware and software.

·         Provided leadership and guidance to the team members within the strategic procurement function.

·         Managed software licenses to ensure for compliance with software license agreements.

·         Provided support to end users relating to hardware and software, computer applications, LAN components and peripherals.

·         Diagnosed, installed, implementation and troubleshooting of desktop hardware and software.

 

 

 

UNITED ARAB EMIRATES UNIVERSITY, UAE                                                                                    1990 – 1996

COLLEGE OF EDUCATION – Network Administration and IT Support           1993 – 1996

·         Responsible for network installation, configuration, and troubleshooting of desktop hardware and software according to students and procedures.

·         Assisted students in a self-contained classroom with their homework and final projects.

·         Sets and marks exams, coursework, assignments, laboratory work, home work, and any other relevant activity.

·         Trained students and other users in new hardware and software.

·         Taught individual student small groups and whole class assignments.

 

COLLEGE OF SCIENCE – Computer Lab Technician                                             1990 – 1993

·         Installed, configured, and troubleshoot hardware and software.

·         Assisted students in setting up software applications, troubleshooting, and resolving issues.

·         Tutored students before, during, and after classes.

 

 

Computer Instructor – Basic University Education Center, Al-Ain, U.A.E            June / July 1991

Taught students the required computer courses in the area of studies.
·         Evaluated student’s performance and designate grades for assignments.

·         Provided assistance to students with classroom and lab activities.

 

COMPUTER LANGUAGE RESEARCH, Atlanta, Georgia, USA                                                         1998 – 1989

Data Processing Analyst

·         Uploaded tax return forms.

·         Received incoming calls from clients for tax forms changes and editing.

·         Provided tax information to inquiring customers.

 

INDIANA STATE UNIVERSITY. Terre Haute, Indiana, USA                                                          1/1987 – 12/1987

Senior Consultant

·         Supervised terminal cluster.

·         Provided assistance to computer users regarding system command and reference manuals.

·         Assisted students with program problems.

·         Handled inventory and evaluated monitors and consultants based on performance.

Education

ASAP Bachelor of Science in Computer Science at Indiana State University, USA

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