Joseph L. Abdallah
Berlin
Summary
Experienced technical support professional skilled in resolving complex technical issues and enhancing user satisfaction. Demonstrated expertise in troubleshooting and problem-solving for seamless system functionality. Valued as a collaborative team member, dedicated to achieving results and adapting to evolving needs. Possesses strong communication and technical skills, committed to delivering exceptional support and enhancing overall user experience.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Technical Support Engineer [US/EN]
Acrolinx GmbH
10.2017 - 03.2025
- Provided technical support for the Acrolinx Platform via Zendesk, troubleshooting customer issues and ensuring timely, effective resolution
- Installed, configured, and updated the Acrolinx Platform within the Acrolinx Private Cloud environment, ensuring optimal performance and system reliability
- Created and maintained the Acrolinx Support Team FAQ, improving internal knowledge sharing and enhancing the efficiency of support operations
- Assisted customers with the installation and integration of Acrolinx across multiple platforms, including Microsoft Office 365, Arbortext, Oxygen XML Editor, and major web browsers such as Chrome, Firefox, and Edge
- Supported customers in reviewing and refining content for compliance across diverse sectors including; fintech, branding, and technical documentation, ensuring consistency with industry regulations, style guidelines, and brand standards
Customer Support Lead [EN]
Floranext
11.2014 - 08.2017
- Delivered responsive customer support through phone and Zendesk for Floranext Point of Sale, resolving technical issues and ensuring high customer satisfaction
- Performed end-to-end installation and configuration of Floranext POS software, tailoring setups to meet unique client requirements and streamline business operations
- Guided customers through website design and integration processes, aligning e-commerce functionality with Floranext POS to create cohesive, user-friendly online storefronts
Website Developer
Freelance
10.2009 - 10.2014
- Configured and optimized NGINX for high-performance web hosting, implementing load balancing and advanced security measures to enhance scalability and uptime
- Designed, customized, and maintained dynamic WordPress websites, delivering responsive, user-friendly experiences aligned with client goals
- Integrated Cloudflare services to implement CDN, intelligent caching, DDoS mitigation, and SSL/TLS encryption, significantly boosting site performance, reliability, and security
Co-Owner / Manager
Area 51
05.2003 - 09.2009
- Oversaw daily store operations, including staff supervision, inventory management, and execution of opening and closing procedures to ensure smooth business flow
- Conducted market research and strategically sourced gaming products for resale, aligning inventory with customer demand and industry trends
- Established and nurtured direct vendor relationships with Wizards of the Coast, a Hasbro subsidiary, securing exclusive product access and improving procurement efficiency
Computer Sales and Support Technician / Electronics Buyer
Auxiliary Services Corporation of SUNY Cortland
09.1999 - 03.2003
- Established strategic partnerships with Apple, Dell, and HP to offer exclusive student and staff discounts
- Procured and educational discounts, driving sales and fostering brand loyalty
- Managed the inventory of computer products and electronics for resale, optimizing purchasing strategies to maximize profit margins and meet demand
- Delivered expert technical support and troubleshooting services to students and staff, ensuring a seamless technology experience across campus
- Contributed to the maintenance and optimization of the SUNY Cortland Bookstore Online Store, enhancing user experience and driving e-commerce growth
Education
Associate of Science - Computer Forensics
Tompkins Cortland Community College
06.1999
Skills
- Technical support expertise
- Technical issue diagnosis and resolution
- Proficient in Zendesk and Jira support
- Website deployment and maintenance
- VPS environment management
- AI-driven prompt development
- Skilled in prompt crafting for content generation
- Regulatory compliance in content
- Skilled in regulatory compliance and content quality assurance using Acrolinx
- Customer support
- System troubleshooting
- Hardware configuration
Certification
- Fundamentals of Agentic AI: Business Implications and Ethical Insights
- How to Use Generative AI: Building an AI-First Mindset
- Building with Google Gemini Advanced and Ultra
- Copilot Studio First Look
- Prompt Engineering: How to Talk to the AIs
- Introduction to Prompt Engineering for Generative AI
- Getting Things Done
- WordPress: Using a Content Delivery Network
- Technical WordPress SEO
- WordPress: SEO
- WordPress.com Essential Training
- SEO Strategy: Link Building
- Getting Your Website Online
- Learning SSH
- Troubleshooting Common PC Issues for Users
- Customer Service: Managing Customer Expectations
- How to Learn Faster
- Speaking Up At Work
- Public Speaking: Find Your Confidence
- Pushing Past Your Prior Limits
- The Hidden Habits of Genius: Unlocking Greatness
- Establishing Evening Routines to Optimize the Day
- How to Speak Smarter When Put on the Spot
- Boosting Your Confidence, Public Speaking and Performance
- How to Commit Learning to Memory
- The 4-Hour Workweek
Timeline
Technical Support Engineer [US/EN]
Acrolinx GmbH
10.2017 - 03.2025
Customer Support Lead [EN]
Floranext
11.2014 - 08.2017
Website Developer
Freelance
10.2009 - 10.2014
Co-Owner / Manager
Area 51
05.2003 - 09.2009
Computer Sales and Support Technician / Electronics Buyer
Auxiliary Services Corporation of SUNY Cortland
09.1999 - 03.2003
Associate of Science - Computer Forensics
Tompkins Cortland Community College
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