AbdalSalam Mustafa
Knoxville,TN
Summary
Highly motivated and results-oriented IT professional with 15+ years of experience in technical support and a passion for ensuring smooth IT operations. Proven ability to diagnose and troubleshoot complex technical issues, provide exceptional customer service, and contribute to knowledge base development.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Help Desk Support Specialist
Edward D Jones Co.
REMOTE
05.2022 - 06.2024
- Achieved a 96% customer satisfaction rating by diagnosing complex software issues and providing clear explanations and solutions
- Utilized Service Now to work tickets to resolution
- Collaborated with cross-functional teams to resolve over 90% of escalated issues with software and applications
- Proactively contributed to the Knowledge Base by documenting solutions and best practices, increasing first-call resolution by 10%
- Provided support for 508 compliance with software such as JAWS and NVDA.
IDAM Technician (user access)
SAIC
REMOTE
05.2021 - 11.2021
- Created, managed, and deleted user accounts to systems based on their role within the organization
- Resolved issues related to system access
- Distributed and provisioned MFA devices such as security cards and Security tokens
- Utilized Service Now to work tickets to resolution.
Sr. Help Desk Technician
City Of Knoxville
Knoxville, TN
05.2005 - 06.2018
- Conducted in-depth analysis of IT issues to determine root causes
- Developed and implemented effective solutions to resolve complex problems
- Identified opportunities to optimize support processes and workflows
- Stayed current with emerging technologies and industry best practices.
Education
Associates Degree, Networking and Communications Systems Technology -
Pellissippi State Technical Community College
05.2004
Skills
- Network administration
- Technical support
- IT support principles
- SCCM
- Service Now ticketing systems
- VPN technologies
- Remote access tools
- Problem-solving skills
- Attention to detail
- Communication skills
- Interpersonal skills
Certification
- CompTIA Security+
- Cisco CCNA
- Microsoft MCP
- MCDST
Timeline
Senior Help Desk Support Specialist
Edward D Jones Co.
05.2022 - 06.2024
IDAM Technician (user access)
SAIC
05.2021 - 11.2021
Sr. Help Desk Technician
City Of Knoxville
05.2005 - 06.2018
Associates Degree, Networking and Communications Systems Technology -
Pellissippi State Technical Community College
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