Hussein AL-Hayali

Master's

Information Technology (IT)

Amynta

Service Desk Technician

• I have provided technical expertise and end-user support in the areas of Microsoft Windows 10, Microsoft Office Suite 365, InTune, Common off-the-shelf applications, network/local printers. • Assist with moves, installations, acquisitions, and divestitures. • I have imaged/re-imaged computers and desktops for new hires. • Escalate critical incidents to Management as needed. • Persistent logging of tickets and timely resolution of first-line issues, or escalation to other support teams. • Adhere to all SLAs and KPIs. • Review incident tickets and respond to end-users appropriately and within established SLA standards; resolve open tickets in a timely and professional manner, ensuring a positive client experience and high first-call resolution. • Technical contributor in the deployment, monitoring, maintenance, and upgrade of IT systems, including AV, meeting services, PCs, operating systems, software, hardware, and peripherals. • Install, configure, and support all desktop and laptop hardware and software in the environment. • Provide support to growing mobility platforms (iOS, Android, and Windows-based platforms) • Troubleshoot, research, and resolve escalated technical problems and incidents. • Act as local point-of-contact to Amynta offices for administration and maintenance of laptops/desktops, backup routine, and network OS software, as needed. • Assign/unassign Adobe & Zoom licenses for end-users. • I was able to work on projects and meet timelines as necessary.