Samer Yousif
IT Support Specialist @Wayne Metropolitan Community Action Agency
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WORK HISTORY
IT Support Specialist @Wayne Metropolitan Community Action Agency
Detroit, MI, US
Provide Tier 1 and Tier 2 support for 150+ users across three locations, resolving hardware, software, and network issues quickly to minimize downtime.• Manage Microsoft 365 (Exchange Online, SharePoint, Teams) and Google Admin Console environments, including user accounts, security groups, and policy administration.• Use Xcitium Remote Access to reduce on-site visits by 40% and accelerate resolution times.• Oversee digital access control via Brivo (badge provisioning, access schedules, and compliance reporting).• Track and audit IT inventory using Asset Tiger, ensuring accurate asset management and lifecycle tracking.• Handle support tickets through Smart Tracker, exceeding SLAs and increasing resolution efficiency by 25%.• Configure and support the 8x8 VoIP phone system, including user setup and training.• Lead onboarding and offboarding processes, managing hardware/software provisioning and access rights.• Partner with cybersecurity teams to enforce endpoint protection strategies, improving compliance by 40%.• Deployed a location-wide Wi-Fi upgrade that improved coverage and reduced user complaints by 50%.• Facilitate virtual team meetings via Google Meet to support internal IT communication and training.
EDUCATION
Bellevue University
Bachelor of Science (BS), Information Technology
Macomb Community College
Associate of Arts (AA), General Studies
ABOUT SAMER YOUSIF
A results-oriented professional offering expertise in IT, Product Management, and Data…
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