Hashem Kanfash
Baltimore
Summary
Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Customer Support Specialist
Maryland Vascular Specialist
11.2021 - Current
- Serve as MVS technical resource to provide effective end user support
- Leading the process on deploying Azure Endpoint Manager to bring assets into a managed configuration
- Conduct hardware and asset inventory for 350+ assets to provide quick and effective support
- Troubleshoot and resolve common layer 1 issues
- Repair and upgrade Mac and Windows PC hardware and software
- Troubleshoot and resolve DICOM and Billing on-site servers
- Deploy Endpoint Security solutions on all devices
Field Technician
Computer Aid Inc
04.2021 - 11.2021
- Provided Baltimore County Public Schools with on-site technical support regarding routine issues related to hardware and software
- Tasked with imaging, configuration and deployment of new workstations
- Supported network printer configuration and troubleshoot common issues related to printing
- Troubleshooted common layer 1 network issues
- Documented each incident via the SharePoint ticketing system
- Submitted part orders and delivered billing documentation to each school
Project Manager
HighPoint Global
08.2019 - 02.2020
- Developed timelines for curriculum development and served as the liaison between internal and external clients
- Coordinated impact analysis on policy and systems changes to assess the impact of changes to curriculum
- Analyzed training specification documents for the creation or modification of training materials
System Support Analyst
HighPoint Global
06.2016 - 08.2019
- Conducted User Acceptance Testing on xml code in applications to ensure full system functionality and detect any defects
- Tested the backup production environment through a virtual machine prior to deployments
- Managed script deployments to ensure timely completion of products
- Developed detailed frontend system test plan
Education
Bachelor of Arts - Business Technology Administration
University of Maryland, Baltimore County (UMBC)
Baltimore County01-2016
Skills
- Endpoint Security
- Endpoint Manager
- Printer Configurations
- Systematic Troubleshooting
- Asset Inventory
- Cisco Meraki
- Active Directory
- Windows/Mac Maintenance
- Field operations
- Project planning
- Remote support
- Problem-solving
Certification
- CompTIA Security+
- CompTIA Network+
Timeline
IT Customer Support Specialist
Maryland Vascular Specialist
11.2021 - Current
Field Technician
Computer Aid Inc
04.2021 - 11.2021
Project Manager
HighPoint Global
08.2019 - 02.2020
System Support Analyst
HighPoint Global
06.2016 - 08.2019
Bachelor of Arts - Business Technology Administration
University of Maryland, Baltimore County (UMBC)
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