Mohammed Ettaya

Objective:

To obtain a full time help desk position or technical support consultant with an organization that contributes to its
community and provides the public with excellent services.

Skills Summary:

 Proficient in Microsoft Office Suit: Word, Excel, PowerPoint

 Fluent in both the French and Arabic languages
 Familiar with computer networking systems
 Problem solving Theories
 Strategies for the technical professional
 Good communication skills
 Hands on experience with installation of hardware, software applications, mobile devices, Blackberry, iPhones
and iPads and Android mobile devices
 Ticketing systems: ServiceNow,
 Familiar with Desktop remoting tools like Bomgar, LogMeIn, Windows Remote Assistance, Symantec
Management Console, Altiris and remote desktop connection.

Customer Service Skills:

 Triple Task: Talk, Type, Solve issues simultaneously

 Ability to empathize with customers
 Ability to follow up consistently to ensure resolution.
 Able to make a decision when no protocol exists regarding a client administrative issue.
 Ability to handle an angry or frustrated client in a positive way
 Ability to recall previous experiences in support call
 Apply understanding of basic restaurant operations

Support/Admin Skills:

 Ability to accurately follow pre-determined escalation protocols as appropriate

 Ability to accurately follow pre-determined trouble-shooting guidelines
 Able to ask appropriate questions when no protocols exist for current situation.
 Ability to search available resources for available information
 Identify non-support issues in calls (e.g. training issues)
 Can differentiate between severity levels and client urgency

Skills/ Experience Using:

Xpient, PC Hardware, Windows 7, Windows 10, Network, ServiceNow, WIFI, Mac, Office 365, VPN, TCP/IP, SQL, PC
LAN, Telecommunications, WAN, Wiring, Data networks, Firewalls, Basics of labor, cash and food costs, Technical
writing skills
EDUCATION

2012-2014 ITT Technical institute (Houston, TX)

Associate of Applied science degree in Network Systems administration

EMPLOYMENT HISTORY

MoneyGram: (Dallas, TX) 07-2018 to 11-2018

L2 Help Desk Support
Primary Responsibilities
 Work closely with end-users to understand IT support needs and expectations.
 Builds Desktop and Laptop systems for end user deployment using remote desktop Supports like Bomgar and
Windows remote assistance.
 Participate in some Executive Admin and Executive Support
 Resolves Incidents and Requests at a level 2 role.
 Provides Hardware support.
 Provides Software application support including VPN
 Build support documentation and facilitate cross-training of other staff in the Enterprise Recovery group.
 Provide documentation using ticketing system (ServiceNow) and training to level 1 groups to promote increased
level 1 incident recovery.
 Participate in small scale projects.
 Performs other duties as assigned.

Fujitsu North America: (Richardson, TX) 04-2018 to 07-2018

Help Desk analyst
 New generation server project (TJX, Marshalls, Home Good).
 Assisting onsite technicians to update POS by leading their work and patching WebPCs and Controllers.
 Leading the tests to make sure all store devices are connecting and communicating properly.

Fujitsu North America: (Richardson, TX) 11-2017 to 01-2018

Customer service agent
 Resolve TKmaxx customers complaints and inquiries via phone or email using ticketing system ( ServiceNow).
 Use telephones to reach out to customers and verify account information.
 Greet customers warmly and ascertain problem or reason for calling. Assist with placement of orders, refunds,
or exchanges.

FRGI Corporate: (Carrollton, TX) 11-2016 to 10-2017

Help Desk specialist
 As a Technical Support Technician received calls and emails from customers concerning problems with various
hardware and Xpient Software systems.
 Worked with each call and email received to have a case opened, be documented in call tracking system, and
quality service offered on every action taken within established parameters.
 Responsible for resolving all issues presented in a “first call resolution strategy” and escalating issues as
necessary.
 Promoted a team environment and have built a culture around open communication, knowledge transfer, and
continued education about our products as well as other types of technology.
 Responsible for providing remote world-class service to customers in an accurate, efficient, and professional
manner.
 Responded to routine and complex customer inquiries via the telephone and e-mail. Primary focus is on providing
assistance and advanced trouble-shooting regarding service delivery, installation, outages, component level
problems, and other technical issues.
 Having in-depth knowledge of each service offering and specializes in one or several areas of Point of Sale (POS)
products.
 Due to complexity of issues and possible sources of problems, the position required frequent research, exhaustive
troubleshooting, and customer follow-up to ensure proper resolution.
 Interactions with customers must be well documented in the Case Management System.
 Responsible for, efficiently working cases and resolving issues, escalating appropriate cases to fix customers
problems in a timely manner, and following up on issues to ensure timely resolution.
 Role is responsible for identifying trends both within the solution and with clients, reporting on the trend where
appropriate, and providing supporting data.
 Review and update Help Desk documentation as required.
 Review and recommend modifications to procedures with Information Technology Leadership.
 Review and update knowledge base tools within the In-House ticketing system.
 Ability to manage multiple priorities and follow through on projects to completion.

PepsiCo: (Plano, TX) 3-2016 to 7-2016

Help desk analyst
 As a Help Desk Analyst, provided customer support for remote technical issues related to PCs, mainframe,
networking, midrange, business applications, messaging, and security in a fast-paced corporate environment.
 Work involved logging issues into the problem tracking system, resolving Tier 1 and some Tier 2 incidents as well
as analyzing problems for escalation to appropriate backline teams if necessary.
 As a Help Desk Analyst, supported multiple proprietary business applications or components across technology
stacks.

Sutherland Global Services: (Houston, TX) 01-2014 to 03-2014

Technical support consultant
 Providing front-line support and account management of the AT&T customers (The Digital life: Home
security) by troubleshooting the home security devices (cameras, windows and doors censors, Keypads…)

ALPS: (Houston, TX) 02-2010- 01-2014

Technical support consultant
 Assisted customers with their technical problems regarding their computers, Mac or routers, Active
directory Password resets, Application installation and uninstallations, IT Troubleshooting etc.
 Took 10 high quality phone calls per hour in a high volume, inbound call center composed and added notes
to computer system
 Compiled progress reports at the end of each shift

B2S: (Casablanca, Morocco) 01-2008-02-2010

Help desk Specialist

 Assisted customers with their technical problems regarding their computer or router, Active directory
Password resets, Application installation and uninstallations, IT Troubleshooting etc.
 Compiled progress reports at the end of each shift

Phone Assistance: (Casablanca, Morocco) 01-2007-12-2007

Help desk Specialist

 Assisted customers with their technical problems regarding their computer or router, Active directory
Password reset, Application installation and uninstallations, IT Troubleshooting etc.