CLARYSE AHMED

claryseahmed@yahoo.com

8179199330

 

 

TECHNICAL AREAS:

 

●        Windows Vista , XP, Me, 2000 - 9x,7             

●        Mac OS X

●        Microsoft Office Suite

●        I-devices (Pad & Phone) Applications              

●        Active Directory                                                 

●        Peregrine/Remedy Ticketing

●        Citrix Xen Desktop                                         

●        VPN

●        LAN Remote Support                                       

●        Citrix           

●        Microsoft Outlook/ Lotus Notes / Lync                     

●        Xen Desktop               

●        Novell                                                              

●        PC/Mac Hardware/Software

●        POS ( point of sale systems)                                        

●        MP Share Point

 

 

PROFESSIONAL EXPERIENCE:

 

Fujitsu America Inc.   10/2014 - Present

Cooperate Help Desk Support

 

●        Receives all incoming calls and resolves routine problems, including computer software/application troubleshooting, MS Windows, Internet browser, MS Office, Outlook, network printers, remote access, VPN and password resets

●        Logs all problem calls that need additional assistance and forwards them to the appropriate level.

●        Works on trouble tickets that are submitted through Service Now

●        Follow-up on open tickets to confirm resolution

●        MS Office 2010 focused on Outlook

●        Windows XP, 7 and Internet Explorer

●        Networking – Wired, wireless, VPN, basic server/client and domain structure principles

●        Active Directory

●        Printer installs

●        Telephony – Smart Phones &  iPhone MDM installs 

●        POS systems

●        Support CEO, CFO, CIO, VPs and their Administrators

Microsoft- Irving, TX                                        3/2014-5/2014

Tier 3 Technical Support Esc

 

●        Protect customers from potential hackers

●        Validate customers in order to regain access back to their xbox live accounts

●        Work escalations  tickets

●        Ban accounts that are not abiding by Microsoft policies

●        Vpn

●        Active Directory

 

Sprint – Fort Worth, TX                                                            7/2007 – 7/2008 (8-2012-12-2013)

OEM Mobil Device Management 

 

●        Provided Mobile Device Management for all VPs and Executives for provisioning assignment and trouble shooting of device and supporting applications.

●        Designed share points for Mobility Team (front line to Help-Desk) to train and study Methods and Standards of Procedure to apply work around for Android, IPhone/IPad, and Blackberry.

●        Certificate updates, hardware support and new and existing facility setup and configuration, also the recommendations on technology and hardware changes based on industry.

●        Central functionality includes: Firmware over the air updates, Diagnostics, Remote Configuration and Provisioning, Security, Backup/Restore, Network Usage and Support, Server Deployment, Mobile Asset Tracking and Management, Remote Lock and Wipe, Device Provisioning, Software Installation, Troubleshooting and Diagnostic Tools, Policy Application, Logging and Reporting, Remote Control and Administration, GPS Tracking and 'Breadcrumb' Mapping

●        Floor Walker

●        Email support

 

Time Warner Cable – Irving , TX                                                             6/2011 – 7/012

Tier 2 Technical Support

 

●        Actively coordinates with team members and other service support groups to effectively resolve incidents and request. Follow procedures and guidelines to install, configure , customize, troubleshoot, upgrade, integrate and maintain systems, software, workstations, printer, wireless devices, handheld devices, network and port configurations, host based firewalls, and peripherals.

●        Monitor systems for availability, error conditions , adequate space allocation, backup integrity and performance. Demonstrate quality service accountability in the process of resolving incidents; and tracking computer systems device inventory, resulting in accurate, timely and efficient resolutions and data as evidence by: meeting customer needs; meeting or exceeding established performance metrics; and accurate data for asset and management, billing , and licensing

●        Proactively seek information and utilizes analytical and crated problem solving  along with standard process and technologies  resulting in secure and reliable connections to and use of systems, applications , and infrastructure.

●        Demonstrate relationship building, effective communications skills, and quality service in the process of collaborating with supporting , advising, and educating customers and team members on the use of services, handling of sensitive data, and resolving incidents, resulting in efficient , effective , and compliant use of hardware, software and services

 

AT&T Universe– Richardson, TX                                    10/2008 – 9/2009 (10-2010-9-2011)           Tier 2 Support Representative

 

●        OEM Mobile Device Management, Managed, tracked and analyzed complex customer order/ticket issues using multiple ordering systems.

●        Trained staff using proper U-Verse methods and procedures on order flow protocol and resolving order issues.

●        Deployed multiple database systems to establish communication both nationwide and international with departments to successfully resolve IT problems or new updates.

●        Provide advanced technical support on operation or maintenance of personal computers and/or peripherals using documented procedures and available tools.

 

EDUCATION

Macarthur High School

Everest College

 

REFERENCES

Vincent Mbogo : 972-880-3918

Kona Bowen: 682-238-9854