Yazan Aldeeri
Information Technology
Amman
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Dedicated ICT administration support professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
7
7
years of professional experience
Work History
Customer Support Analyst II
World Vision International, Syria Response
Amman
02.2019 - Current
- Coordinated IT operations activities to deliver smooth flow of daily business needs
- Managed network and system performance, conducting troubleshooting, security patching and maintenance
- Oversaw daily performance of computer systems and immediately responded to technical issues to keep network up and running
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs
- Created and terminated user's accounts from start to finish in business applications
- Recognized escalation needs and connected customers with advanced support staff
- Oversaw IT department operations and training
- Guided organizational technology strategy and roadmaps
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs
- Managing ICT contract negotiations and vendor management
- Administrator of WV Global systems (ProVision, OneLogin, O365, Zoom, Workday, and Lotus Notes).
Customer Support Associate
World Vision International, Syria Response
Amman
12.2017 - 02.2019
- Sole responsible for responding to users requests (280 employees) and providing technical support
- Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes
- Coordinated technical training and personal development classes for staff members
- Assisted with updating technical support best practices for use by team
- Configured hardware, devices and software to set up work stations for employees
- Updated customers and senior leaders on progress and roadblocks
- Set up and maintained user accounts and client access
- Ensure endpoints adhere to WVIT's established policies.
IT Officer
Nuqul Group
Amman
03.2017 - 12.2017
- Created help desk tickets, troubleshot and resolved desktop issues
- Monitoring IT assets and inventory.
- Conducting monthly preventive maintenance
- Determined hardware and network system issues using proactive troubleshooting techniques
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments
- Customized and repaired technology based on staff requests
- Partnered with project team members to identify and quickly address problems
IT Technical Support
Pioneers for Construction
Amman
03.2016 - 03.2017
- Promoted efficiency among departments with prompt resolution of system issues
- Responded promptly to incoming requests for technical support
- Used ticketing systems to manage and process support actions and requests
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Patiently walked individuals through basic troubleshooting tasks
- Installed, modified and repaired software and hardware to resolve technical issues
- Provided basic end-user troubleshooting and desktop support
Education
Certified - Fundamentals of Coaching
World Vision
Jordan 02.2022 - 02.2022
Certified - Disaster Management Foundations
World Vision
Jordan 02.2021 - 02.2021
Certified - Anti-Corruption Program
World Vision
Jordan 04.2019 - 04.2019
BA - Internet Technology
Zarqa University
Jordan 09.2012 - 07.2016
Skills
Arabic (Native speaker), English (Fluent)
Able to work under pressure and for long working hours
Able to work in different cultures, gained by working with people from different countries and backgrounds
Thinks and acts strategically
Manages ambiguity and complexity
Adaptable to change within dynamic working environments
References
Harry Papastavrou – IT Regional Director / World Vision, +35799576434, harry_papastavrou@wvi.org
John Mbusa – Program Support Director / World Vision, +256782578281, johnmbusa@ymail.com
Lara Sahawneh - Support Services & Security Manager/ World Vision,+962777774887, lara_sahawneh@wvi.org
Timeline
Certified - Fundamentals of Coaching
World Vision
02.2022 - 02.2022
Certified - Disaster Management Foundations
World Vision
02.2021 - 02.2021
Certified - Anti-Corruption Program
World Vision
04.2019 - 04.2019
Customer Support Analyst II
World Vision International, Syria Response
02.2019 - Current
Customer Support Associate
World Vision International, Syria Response
12.2017 - 02.2019
IT Officer
Nuqul Group
03.2017 - 12.2017
IT Technical Support
Pioneers for Construction
03.2016 - 03.2017
BA - Internet Technology
Zarqa University
09.2012 - 07.2016