ABDALLA IBRAHIM
Alexandria,VA
Summary
IT Specialist with government sector help desk background and CompTIA Security+ certification. Skilled in technical support, IT systems, security principles, and a range of technologies like Office 365, Command Prompt, and PowerShell. Proficient in scripting, system administration, and network management. Demonstrates strong capabilities in security risk identification, troubleshooting, and problem-solving. Committed to staying updated with security trends and tools. Seeking an entry-level cybersecurity role. Clearance Level: TS/SCI DoD 8570 IAT Level II: CompTIA Security+ 601
Overview
6
6
years of professional experience
1
1
Certification
Work History
Armed Security Officer
Department of State
Washington, DC
09.2025 - Current
- Conducted thorough security assessments to identify vulnerabilities and enhance safety protocols.
- Monitored access points and conducted regular patrols to ensure facility security and compliance.
- Collaborated with law enforcement agencies during incidents to coordinate response efforts effectively.
Business Analyst
Aaron Sedan Service Inc.
Alexandria, VA
09.2024 - 03.2025
- Analyzed how vehicles were used and how much money was made to find ways to save time and money.
- Helped teams organize and plan work each week by keeping track of tasks and goals.
- Worked with coworkers to write down system changes and make processes easier.
IT Support Specialist
Peraton
Remote
09.2023 - 07.2024
- Provided comprehensive remote IT support to Peraton employees, ensuring timely and effective resolution of a wide range of technical issues.
- Maintained high customer satisfaction ratings by delivering prompt and courteous service, effectively communicating technical information to non-technical users.
- Troubleshooting hardware, software, and network issues, with a deep understanding of Windows, Office 365, and VPN connectivity.
- Maintained security protocols and best practices, actively contributing to the safeguarding of sensitive company data and systems.
- Used tools such as ServiceNow, ensuring all issues are logged, tracked, and resolved in a timely manner.
IT Help Desk Agent
ITCON, Supporting AmeriCorps
Vienna, VA
01.2023 - 08.2023
- Provided support for various software and applications used within AmeriCorps, showcasing adaptability and a quick learning ability.
- Collaborated effectively with other IT team members to address complex issues, demonstrating strong teamwork.
- Accurately documented incidents and resolutions in the service management system, contributing to a knowledge base for future reference and efficiency improvement.
- 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.
- Diagnosed and resolved complex technical problems, including software, hardware, and network issues, utilizing a variety of troubleshooting techniques and tools.
Help Desk Analyst
Randstad
Remote
09.2021 - 12.2022
- Delivered comprehensive remote support to faculty, staff, and students at Central Pennsylvania's Community College.
- Managed and tracked service requests and incidents using a ticketing system, ensuring timely resolution and follow-up.
- Specialized in supporting educational technologies and software, facilitating a seamless digital experience for the college community.
- Maintained detailed documentation of all interactions and resolutions, contributing to an effective KB for future reference.
- Identified and suggested improvements to service desk processes, enhancing efficiency and user satisfaction.
Help Desk Agent
Advantage Wreck And Roadside Assistance
Washington, DC
01.2021 - 08.2021
- Delivered remote customer service for roadside assistance, earning consistently high ratings for responsiveness and empathy in addressing client emergencies.
- Documented and monitored requests using Zendesk, ensuring comprehensive and accurate records for each incident to support service delivery.
- Administered and maintained user accounts using Active Directory, ensuring access control.
- Handled a significant volume of inbound calls using Avaya, coordinating the dispatch of appropriate roadside assistance services.
Tier 1 Associate
Harris Teeter
Falls Church, Virginia
01.2020 - 11.2020
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
- Assisted with the implementation of new technology solutions, contributing to successful organizational growth.
- Improved user experience with proactive system maintenance and updates.
Education
Bachelor of Science - Information Technology
Marymount University
Arlington, VA01.2024
Associate of Science - INFORMATION TECHNOLOGY
Northern Virginia Community College
Annandale, VA01.2021
Skills
- 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 OneDrive
Certification
SECURITY +
Languages
Arabic
Timeline
Armed Security Officer
Department of State
09.2025 - Current
Business Analyst
Aaron Sedan Service Inc.
09.2024 - 03.2025
IT Support Specialist
Peraton
09.2023 - 07.2024
IT Help Desk Agent
ITCON, Supporting AmeriCorps
01.2023 - 08.2023
Help Desk Analyst
Randstad
09.2021 - 12.2022
Help Desk Agent
Advantage Wreck And Roadside Assistance
01.2021 - 08.2021
Tier 1 Associate
Harris Teeter
01.2020 - 11.2020
Associate of Science - INFORMATION TECHNOLOGY
Northern Virginia Community College
Bachelor of Science - Information Technology
Marymount University