IT Help Desk Lead Technician - (Gilbert, AZ)

LAITH KAHTAN 1076 S Olympic Drive Gilbert, AZ 85296 (480) 684-XXXX XXXX@gmail.com OBJECTIVE Motivated and always keen to learn seeking to gain experience in IT Technical Support positions with the goal of becoming an IT Engineer. EXPERIENCE Tri-City Christian Ministries Chandler, AZ 06/2016 - Present IT Help Desk Lead Technician • Helpdesk Support o Log, diagnose, troubleshoot and in most cases resolve a wide range of software, hardware and network related issues. o Our aim to provide a 1st-time fixes wherever possible. o Calls are picked up, prioritized and escalated according to set SLA’s. o Install, configure and modify hardware and software to ensure optimal performance and error free operation. o Plan and lead training sessions for new and existing users. o Performed physical set up of desktop hardware and software. o Manage inventory and track all hardware and software in use. o Document all issues and generate reports detailing common problems and error trends. • Network Support