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.