Alaa Moussa

Freelance Technical Support Freelancer & Help Desk Freelancer

Location:Dearborn, Michigan, United States
2 Skills
A very career driven and detailed individual, seeking a challenging IT/Help Desk/Technical Support position, where I can offer my advanced technical skills within the organization for contribution and advancement in addition to my outstanding indoctrination ability where it can be used as necessary.


The University Of Michigan- Dearborn Dearborn ,Mi
Master’s Degree in Computer Science May, 2013

Davenport university Dearborn, MI
Bachelor Degree in Computer Information System. May, 2010

Henry Ford Community College Dearborn, MI
Associate degree in General studies. May, 2004

Work Experience:

Field Engineer Mar 2011- Present
Anti-Terrorism Force Protection (ATFP) Program
Installing, troubleshooting, and maintaining electronic systems that will support the US Navy's Anti-Terrorism Force Protection (ATFP) Program at multiple OCONUS and CONUS military facilities. Responsible for resolution of issues associated with the installation, maintenance, testing, and operation of system equipment while serving as the company's technical representative exercising a high degree of tact, diplomacy, and judgment, conforming to company and US Navy policy and directions with a minimum of supervision. Perform/supervise scheduled and corrective maintenance on ATFP mission-critical equipment that includes: electronic, electro-mechanical, and access control equipment such as Radars, Gov. Boat’s radio, CCTV systems, CTS system , video teleconference systems, paging systems, and dispatch systems administratively and physically respond to trouble calls, conduct troubleshooting, repair and complete closeout reporting. Plan, execute, direct, and coordinate technical activities involved in the field installation, testing, and integration of new systems and subsystems equipment. Provide solution assistance for customer end-user anomalies. A very solid understanding of and adherence to safety procedures with regard to electricity, working at heights above 30 feet, using power equipment and personal protection gears .

Desktop Support - Mar 2009- Present

Under the direction of the Theater Director, I provide technical assistance, Support and advice to staff/contractors using computers and computer peripherals. Help desk ticket systems and E-mail. Remote desktop, windows XP/2000/Vista/7, , PeopleSoft, Exchange servers, MS Office, Internet Explorer, Active directory, and related applications and software. Troubleshoot and set up users various Desktop, laptop, printer, fax, scanner, DSL, WYSE, hardware/software issues and installs. Assist with special projects (firmware upgrades, password management changes, identifying and documenting, audits, documentation improvements, OICs, etc.).
Troubleshoot and diagnose issues as reported by staff. Gather data to identify staff needs and then use that information to identify interpret and evaluate system and network requirements. Conduct user training in the proper use of new hardware and software per JTF policies and procedures. Support computer hardware/software in a networked environment. Troubleshoot, diagnose and escalate hardware/software issues for users in their workspace. Perform other departmental duties as may be required by management. Responsible for maintaining a clean, safe and hazard free work environment.

Teacher Aug 2008- Mar 2009
Taught computer information system to students from 1st grade through 12th.;Worked on various school project from installing and updating computers /software and established a school network where all the teacher can communicate in addition to a new Cisco phone system. Experience in data communications, Ethernet, and TCP/IP, and physical media including 10-100baseT, single and multi-mode fiber optics for installing DVRs, AV, CCTV, and Access Control systems.

Technical Support/Help Desk Jan 2007-Aug 2008
Very busy call center supporting clients that are using Audatex Estimating .Daily use of Remedy and Aspect. Configure Network, Remote desktop, video conferencing and password reset. Provide direct support for Linux, Mac and Microsoft desktops/laptops and user access to corporate network and applications both on the network as well as through remote VPN access.

Field Support Technician/Help Desk Analyst, Jan 2006-Jan 2007
Daily employee support using Remedy and PeopleSoft S3 Help desk ticket systems and E-mail. Regular use of Dameware shadowing system, Remote desktop, Citrix Metaframe, AS400, Vax, windows xp/2000, Postini, PeopleSoft, Exchange servers, MS Office, Internet Explorer, Active directory, and related applications and software. Troubleshoot and set up users various Desktop, laptop, printer, fax, scanner, DSL, WYSE, hardware/software issues and installs, ghosting pc’s, password resets, accounts, registry fixes, IP Configure, printing, Network cat5 /cat6 / 25 pair/ fiber cabling and connectivity including wireless and WYSE terminal servers and related issues including remote sites routers and hubs. Travel to various sites implementing field support to troubleshoot, set up, configure and break down sites. Implement SLA’s.

Help Desk Analyst, Nov 2004- Dec 2005
Daily Rep support taking calls regarding laptop, iPAQ hand held Mobile device Hardware and software issues, including configuration. Resolve calls over phone and have repairs sent in to repair and return or replace. Daily use of Windows 2000 and XP. supporting MS Office and company software, laptop troubles and password issues. Hand held iPAQ hardware and software repairs and set up. Printer issues, scanner issues and all related troubleshooting.

Network and Systems Admin/Field Support, Nov 2002 – Oct 2004 (COOP)
Daily customer support using the Network and Systems Admin Helpdesk Ticket System- Ticket track/Coordinator, Coordinate calls from start to finish verifying customer/employee satisfaction. Responsible for printer problems, PC formatting and set up’s, software installs (Project, Visio, MSoffice2000, Anti Virus), memory upgrades, NetOp, hardware and Software troubleshooting/replacing/inventory, password resets, accounts and registry issues, answering users questions both on phone and in person, and issue/removal of equipment.
-Lab Networking assistant- Infrastructure deployment, Server/Equipment Rack & Stacks (Cisco, Hp, Sun V440’s, V480’s, 880’s..), labeling, cabling (Cat5 /Cat6 / crossover /25 pair/ fiber cabling), installing Network cards, cables, remote console testing, Labs and Datacenter.
-Lab Re-Designs: removing and arranging new and old equipment, cabling, networking, and testing.
-Advanced in MS Office 2000, MS WINDOWS 98, NT, 2000, XP, Project, Visio, Anti-virus, PC's / Laptops / Upgrades. Admin rights, Active Directory, Dameware, Accounts, passwords and Registry issues.
-Responsible for maintaining all Public Network Printers in Division. HP and Lexmark printer set up and service.
-Asset Coordinator: responsible for all equipment issues, inventory, issue, replace, asset recovery…
- Help desk coordinator/Phone support/Desktop Support/Remote access/Field Support
Completed several eCampus in house technical classes. Acquired several in house recognition awards for personal achievement above and beyond.

Henry Ford Community College
Layout Editor , Aug 2002-May2004
Analyzed customer’s demands and recommended option plans. Acquired a broad knowledge of customer service, and sales expertise. Designed and maintained excellent designs that got awarded in many places.

A+ certified.

1 Hardware service, customer support including but not limited to: PC, Servers, Printers, Network Card, Router, and Cabling.
2 MS Office (Word, Excel, PowerPoint, front page), Webpage, Visual Basic, Adobe, C programming, and Internet Navigators.
3 Trilingual with strong communication skills. Able to present product/service information, listen and provide feedback.
4 Ability to work well with people at all levels; learn quickly and adapt easily to new situations and technology.
5 Fluent in English, French and Arabic.
6 Experience with Cat5, Cat6, and fiber optic cable
7 Experience with punch downs, terminations, pulling, and testing
8 Ability to read Blue Prints


References will be furnished upon request.
Skills (2) Rating
Technical Support
Help Desk