ABDALLA IBRAHIM
Department of State
Alexandria
1
Language
1
Certification
7
years of professional experience
Detail-oriented IT Specialist with a government help desk background and CompTIA Security+ certification. Expertise in technical support, IT systems, and security principles, alongside proficiency in Office 365, Command Prompt, and PowerShell. Skilled in scripting, system administration, and network management with a focus on security risk identification and troubleshooting. Seeking an entry-level Cybersecurity role with TS/SCI clearance.
Work History
Armed Security Officer
11 Months- Monitored access points and patrolled regularly to maintain facility security and ensure compliance with protocols.
- Conducted security assessments to identify vulnerabilities, enhancing safety protocols and reducing risks.
- Collaborated with law enforcement during incidents to coordinate effective response efforts and improve incident management.
IT Help Desk Technician
6 Months- Provided remote support to troubleshoot network connectivity problems effectively.
- Resolved technical issues for end-users across hardware and software platforms.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Utilized Microsoft SCCM/MECM to deploy software, operating system updates, patches, and configurations across Windows endpoints.
- Supported Windows 10/11 imaging and deployment using SCCM/MECM, including application installation, driver updates, and post-deployment troubleshooting.
IT Support Specialist
10 Months- Provided comprehensive remote IT support to Peraton employees, ensuring timely and effective resolution of a wide range of technical issues.
- Achieved high customer satisfaction ratings by delivering prompt, courteous service and clearly communicating technical information to non-technical users.
- Troubleshot hardware, software, and network issues leveraging deep understanding of Windows, Office 365, and VPN connectivity to resolve problems effectively.
- Used tools such as ServiceNow, ensuring all issues are logged, tracked, and resolved in a timely manner.
- Performed remote troubleshooting and software installations through SCCM/MECM, ensuring endpoints remained updated and compliant with organizational requirements.
IT Help Desk Agent
7 Months- Supported various software and applications within AmeriCorps, enhancing user experience and operational continuity.
- Collaborated with IT team members to resolve complex issues, contributing to a more efficient problem-solving process.
- Collaborated effectively with other IT team members to address complex issues, demonstrating strong teamwork.
- Onboarded new staff and volunteers by training on IT best practices and effective use of technology tools.
- Assisted in onboarding new staff and volunteers by providing training and guidance on IT best practices and the effective use of technology tools and resources.
Help Desk Analyst
1 Year 3 Months- Delivered comprehensive remote support to faculty, staff, and students at Central Pennsylvania's Community College.
- Managed and tracked service requests and incidents through ticketing system, ensuring timely resolutions and follow-ups to enhance user experience.
- Specialized in supporting educational technologies and software, facilitating a seamless digital experience for the college community.
- Maintained detailed documentation of interactions and resolutions, creating a comprehensive knowledge base for future reference.
- Identified and suggested improvements to service desk processes, increasing efficiency and user satisfaction.
Help Desk Agent
7 Months- Delivered remote customer service for roadside assistance, earning consistently high ratings for responsiveness and empathy in addressing client emergencies.
- Handled a significant volume of inbound calls using Avaya, coordinating the dispatch of appropriate roadside assistance services.
- Administered and maintained user accounts in Active Directory to ensure secure access control and support user functionality.
- Handled high volume of inbound calls using Avaya, efficiently coordinating dispatch of roadside assistance services to meet client needs.
Tier 1 Associate
10 Months- Provided remote support to users across multiple locations, enhancing issue resolution and user satisfaction.
- Assisted with implementation of new technology solutions, facilitating smoother transitions and user adoption.
- Enhanced user experience through proactive system maintenance and timely updates.
Education
Bachelor of Science - Information Technology
Associate of Science - INFORMATION TECHNOLOGY
Skills
Endpoint Management & Deployment: Microsoft SCCM/MECM
Windows 10/11 Imaging & Deployment
Software Distribution
Patch Management
Application Deployment
Device Collections
Hardware/Software Inventory
Remote Troubleshooting.
ServiceNow: Experienced in using
ServiceNow for ticketing
incident
management
and service requests.
Include specifics like creating
managing
and resolving tickets.
OKTA: User Management: Proficient in
creating
modifying
and deactivating
OKTA user accounts
assigning group
memberships
and managing user
permissions.
Compliance and Operational Security:
Knowledge of legal and regulatory
requirements
including risk
management and mitigation strategies.
Continuous Learning: A commitment to
staying current with the latest in
cybersecurity trends and threats.
System Administration: Skilled in using
Command Prompt and PowerShell for
managing Windows operating systems.
O365 Skills: Experience in using and
supporting Office 365 collaboration tools
like Microsoft Teams
SharePoint
and
Certification
SECURITY +
Languages
Arabic
Timeline
Armed Security Officer
Department of State
09.2025 - CurrentRead More
IT Help Desk Technician
Aaron Sedan Service Inc.
09.2024 - 03.2025Read More
IT Support Specialist
Peraton
09.2023 - 07.2024Read More
IT Help Desk Agent
ITCON, Supporting AmeriCorps
01.2023 - 08.2023Read More
Help Desk Analyst
Randstad
09.2021 - 12.2022Read More
Help Desk Agent
Advantage Wreck And Roadside Assistance
01.2021 - 08.2021Read More
Tier 1 Associate
Harris Teeter
01.2020 - 11.2020Read More
Northern Virginia Community College
Associate of Science from INFORMATION TECHNOLOGY
Read More
Marymount University
Bachelor of Science from Information Technology
Read More