Alaa Abdulameer
Kansas City
Summary
Dedicated and motivated individual seeking a Help Desk position to leverage strong technical aptitude, problem-solving skills, and customer service orientation to provide exceptional support to end-users.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Prime Shift Solutions
05.2024 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
TSA Agent
VMD Corp
01.2023 - 05.2024
- Provided technical assistance and support for incoming queries related to computer systems, software and hardware.
- Resolved user issues in a timely manner via remote access or onsite visits.
- Configured, maintained and troubleshot printers, laptops, desktops and other peripherals.
- Installed operating systems, software applications and system upgrades according to established procedures.
- Fielded help desk customer questions and fulfilled requests.
- Supported customers with password resets and account customization.
Cashier Supervisor
Walmart
02.2018 - 01.2023
- Quickly and accurately counted drawers at start and end of each shift.
- Built positive relationships with customers to increase repeat business.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Replenished checkout lines with printer paper and change throughout shifts to prevent any customer service delays.
- Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
Front Desk Receptionist
Sheraton
01.2015 - 01.2018
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Scheduled, coordinated and confirmed appointments and meetings.
- Completed all tasks in compliance with company policies and procedures.
Education
Bachelor of Science - Information Technology1
University of Missouri
Kansas City12-2025
Associate of Arts - Science
Metropolitan Community College - Penn Valley
Kansas City05-2022
Skills
- Strong knowledge of computer hardware and software
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Excellent problem-solving and troubleshooting skills
- Exceptional customer service and communication abilities
- Familiarity with operating systems, including Windows and macOS
- Basic understanding of computer networks and protocols
- Ability to adapt quickly to new technologies and software
- Passport Checks
- Cargo Inspections
- Customer Service and Assistance
- Team Management
Certification
- CompTIA A1 and Network + In Progress/Planned
- Microsoft Certified: Windows 10, In Progress/Planned
Languages
English
Professional Working
Arabic
Native or Bilingual
Timeline
IT Support Specialist
Prime Shift Solutions
05.2024 - Current
TSA Agent
VMD Corp
01.2023 - 05.2024
Cashier Supervisor
Walmart
02.2018 - 01.2023
Front Desk Receptionist
Sheraton
01.2015 - 01.2018
Bachelor of Science - Information Technology1
University of Missouri
Associate of Arts - Science
Metropolitan Community College - Penn Valley
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