Ali El-Masri

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Modern Workplace Manager

Champion Home Builders

Aug 2024 - Nov 2024 (4 months)

Key responsibilities include ensuring endpoint security, providing Tier 2/3 technical support, and developing user guides and training to improve technology adoption. I play a critical role in compliance, ensuring adherence to IT policies and implementing best practices for device management and data security. Led administration and support of SaaS platforms including Microsoft 365, OneDrive, and Azure AD, optimizing performance and user collaboration across departments. Collaborated cross-functionally to enhance SaaS adoption, training, and best practices for remote and hybrid teams.

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Senior Tech Services Engineer (Remote)

Coterie Insurance

Nov 2021 - Jun 2024 (2 years 8 months)

Overview: As a Tech Services Engineer in my role, I have a diverse range of responsibilities encompassing various areas of expertise. My job involves providing 2nd and 3rd level support, serving as an MDM administrator, Microsoft Administrator, Jira Administrator, Okta Administrator, and overseeing asset management and vendor relations. Support cloud business development via efficient development and management of active directory, SharePoint sites, and Azure cloud servers.

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IT Technician II

Energy Sciences

Jun 2021 - Nov 2021 (6 months)

Overview: Play a key role as a member of the internal end-user support desk to boost IT operations. Deliver support for Windows, Mac, and Linux Operating systems to enable the execution of programs. Conduct research towards the resolution of new and existing IT challenges. Document enhanced processes, challenges, and general IT information for team and key business leaders. Coordinate expert-level troubleshooting, delivering a systematic approach to solving a problem. Support cloud business development via efficient development and management of active directory, SharePoint sites, and Azure cloud servers.

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Human Resource Manager | IT Technician | IT Consultant

Elite Medical Billing and Practice Management

Mar 2021 - Jul 2021 (5 months)

Overview: Accountable for employee engagement, employee relations, and talent development. Deploy strategic and tactical initiatives, backed by knowledge, principles, and practices of human resource administration to optimize employee efficiency and productivity. Support business system hardware & peripheral software, maintain accurate and detailed documentation concerning assigned duties.  Recruit and train new hires on organizational procedures and workflow.  Process employee payroll leveraging working knowledge of ADP, influencing employee morale, and enabling accurate and consistent disbursement of employee salaries.  Furnish the EMR and EHR systems with application support, ensuring the smooth running of operational processes while

Senior IT Technician

Huntsman Corporation

Apr 2017 - Mar 2021 (4 years)

Overview: Performed troubleshooting exercises through diagnostic techniques and detailed client interviews, identified the best approach towards IT problem resolution. Established workstations, deliver end-user support for hardware, software, and network trouble tickets. Demonstrated phone etiquette and in-person communication skills in providing technical assistance. Coordinated windows 10 deployment across 15 sites, supported laptop deployment and transition from thin clients to thick clients.  Implemented network cabling to support the transfer of data across computers, routers, switches, and storage area networks.  Delivered prompt response regarding service desk tickets within HP Service Manager to guarantee end-users receive appropr

Systems Engineer | Operations Manager

Tech Enterprises

Nov 2016 - Apr 2017 (6 months)

Overview: Resolved complex systems engineering problems using standard methodologies. Blended technical skills with the ability to forecast big picture thinking for impact in projects. Gathered insight on clients' environments for the development of tailored engineering solutions. Collaborated with relevant IT personnel to deliver recommendations and advice regarding system development, improvements, and optimization. Deployed modeling and simulation techniques to perform risk assessments and analysis  Reengineered IT systems and networks, supported new technology implementation, and provided assistance with technical issues. Facilitating the identification, engagement, and utilization of existing IT assets.  Revise existing systems and s

Technical Support Specialist (Team Lead)

Fiat Chrysler Automobiles

Sep 2013 - Nov 2016 (3 years 3 months)

Overview: Communicated technical concepts with stakeholders to serve customer needs, demonstrated solution-oriented mindset and problem-solving skills. Provided helpdesk support encompassing phone calls, opening & logging helpdesk tickets, tackle issues requiring quick resolution, and escalated trouble tickets to the appropriate resource.  Supported the resolution of IT issues regarding deployment of Iphones & android smartphones and work efficiency with departments of the organization. Identifying and eliminating bottlenecks within the organization.  Documented and logged in tickets within in-house ticketing system to foster efficient tracking and monitoring, achieving 90% customer satisfaction and identification of times with the most s

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Application Systems Analyst (Remote)

Pentair Ltd.

Apr 2013 - Sep 2013 (6 months)

Overview: Served as first line of support regarding software issues reported by customers and employees via email, phone calls or web requests. Educated end users on software installation or modification to existing systems or programs. Delivered technical assistance and problem resolution, enhanced operating efficiencies, and adhered to IT administrative steps and procedures.  Participated in all phases of the system development life cycle encompassing use case development, workflows, and evaluation of software solutions. Improving program and identifying feasible IT strategies.  Orchestrated daily observation of Oracle servers. Delivering open, comprehensive, and integrated approach to information management.  Performed debugging exerc

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Desktop Support Specialist

Molina Healthcare, Inc.

Apr 2012 - Apr 2013 (1 year 1 month)

Overview: Superintended local IT administration for the Michigan location, established and maintained a long-term relationship with end-users through daily technology support while driving the discovery of root cause, delivering clear and informed solutions via frequent customer communication both verbally and in writing. Resolved support requests via phone, walk-in, email, and tickets within Insert customer support software. Orchestrated ticket resolution, computer configuration, and deployment by contacting end users to perform hardware & software upgrades and data backup. Coordinated Windows 7/10 and Microsoft Office deployment.  Respond to 15+ help desk tickets, telephone calls, e-mail, and personnel requests for technical support from

Technical Analyst-EUS

Verizon Wireless

Jan 2011 - Dec 2011 (1 year)

Overview: Provide critical desktop software and hardware support services to 500 end-users, ensuring maximum uptime and access to software applications and client data. Resolved technical issues in person, via phone, and email depending on clients' availability. Consulted with clients and internal team to flawlessly scope and design solutions that aligned with business objectives. Managed customer escalations, ensuring timely delivery of high-quality resolution regarding technical issue with a focus on root cause analysis and prevention.  Provided skilled technical troubleshooting on 100s of desktops, laptops, POS, tablets. Fostering a systematic approach to finding the cause setback in the computer's system while correcting relevant hardw

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