Abdirahman Ahmed
Columbus,OH
Summary
Detail-oriented Security Officer equipped with excellent memory and awareness of people, events and facilities. Skilled in responding to emergency situations and providing crisis intervention. Exercises sound judgment during crisis and emergency situations.
Overview
8
8
years of professional experience
Work History
Help Desk Analyst
McGraw-Hill Higher Education
Columbus, OH
08.2023 - 11.2023
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of desktops, video-conference devices, phones,
- Active Directory - Computer management
- Installs, maintains and optimizes desktop /notebook configurations at customer site
IT Help Desk Agent (Contract)
Nationwide
Columbus, OH
02.2023 - 08.2023
- Assisted customers with various types of technical issues via email, live chat and telephone
- Created new accounts, reset passwords and configured access to servers and file management software for users
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Supported customers with online billing, access and account issues
- Collected, analyzed and reported on data for use in operational planning
- Inspected equipment and read order sheets to prepare for delivery to users
- Developed training materials and procedures or trained users in proper use of hardware or software
- Entered commands and observed system functioning to verify correct operations and detect errors.
PC Technician (contract)
Starbucks
Seattle, WA
09.2022 - 01.2023
- Monitored, tracked and documented service support activity to assist future problem resolution
- Installed computers and other devices individually and across networks, testing connections to support proper functioning
- Configured computers to network drivers and connected to printers and other peripheral equipment
- Trained users to operate and manage hardware and software
- Diagnosed and determined system issues to route for repair
- Detected and corrected error messages within software and hardware reporting systems
- Updated software versions with patches and new installations to close security loopholes and protect users
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions
- Used Active Directory to automate settings and changes to end-user computers, drive mappings and desktop configurations
- Utilized password reset utility to unlock units with BIOS password locks.
- Scanned and stored files and records electronically to reduce paper files and secure data.
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Identified and corrected data entry errors to prevent duplication across systems.
- Followed data program techniques and procedures to maintain data entry requirements.
- Monitored merchandise received and shipped from facility in computer system.
- Contacted transport companies and suppliers to expedite, trace, or return shipments.
- Inspected and recorded incoming and outgoing orders for count, damage and dates.
- Recorded shipment data for reporting, accounting or recordkeeping purposes.
IT Support Specialist (contract)
Trident
Seattle, WA
07.2022 - 09.2022
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
- Created and implemented new troubleshooting processes and helped streamline procedures for future technical support actions
- Devised incisive workarounds and resolutions for IT-related problems
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks
- Handled maintenance tasks to promote improved network availability.
- Checked customer orders, labeling and documentation prior to shipment to avoid delays.
- Checked items to be shipped against work orders to confirm correct quantities, destination and routing.
- Obtained required documentation to process shipments and support movement.
- Organized deliveries by sorting and stocking receivables
- Prepared packages for shipping and determined most economical shipping methods.
Help Desk Technician (contract)
Apex Systems
Seattle, WA
04.2022 - 07.2022
- Determined product deficiencies by reviewing various aspects such as safety, effectiveness and appearance
- Assisted customers with various types of technical issues via email, live chat and telephone
- Created new accounts, reset passwords and configured access to servers and file management software for users
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
Help Desk Specialist
National Trucking Express LLC
Columbus, OH
01.2020 - 03.2022
- Resolved record-breaking backlog of support tickets following major system malfunction
- Maintained compliance with established and updated policies and procedures with minimal supervision
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Handled customer service issues by providing guidance or escalating for advanced support
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
Unarmed Lead Security Officer
G4S Secure Solutions
Seattle, WA
01.2016 - 09.2019
- Ensured compliance with security protocols and procedures.
- Monitored CCTV cameras and other surveillance equipment.
- Investigated security breaches, incidents, and suspicious activities.
- Maintained up-to-date records of security logbook entries and reports.
- Provided training to new security personnel on operational procedures.
- Responded quickly and appropriately to any emergencies or threats reported by staff or visitors.
- Interacted with law enforcement officers when necessary regarding criminal activity, investigations, or arrests.
- Inspected doors, windows, locks, alarms, lighting systems., on a regular basis for proper functioning.
- Verified identification credentials of employees, customers, and visitors before allowing access to premises.
- Performed background checks on potential employees prior to hiring them into the organization.
- Investigated complaints from staff regarding harassment or misconduct within the workplace.
- Analyzed trends in crime data to identify patterns that could indicate future risks or concerns.
- Investigated reported incidents to protect company assets.
- Monitored access control systems and key code records for suspicious activities.
- Wrote reports outlining thefts, unauthorized access violations or other unusual occurrences to help support later criminal or civil actions.
Education
Associate of Applied Science - Computer Science
Renton Tech College High School
07.2021
Skills
- Vigilant and Watchful
- Background Investigations
- First Aid Certified
- Criminal Law Understanding
- Patrolling
- Reliability
- Premises Surveillance
- CCTV Monitoring
- Security Procedures Knowledge
- Security Operations
- Report Preparation
- Hardware and Software Installation
- Interface Design and Implementation
- Implementation Management
- Agile Development Methodologies
- Proficient in HTML
- JavaScript Expert
- Documentation Updates
- Systems Analysis
- Scripting Languages
- Application Maintenance
- Staff Management
- Relationship Building and Management
- Emergency Management
- Reporting Skills
- Document Preparation
- Punctuality
- English Fluency
Timeline
Help Desk Analyst
McGraw-Hill Higher Education
08.2023 - 11.2023
IT Help Desk Agent (Contract)
Nationwide
02.2023 - 08.2023
PC Technician (contract)
Starbucks
09.2022 - 01.2023
IT Support Specialist (contract)
Trident
07.2022 - 09.2022
Help Desk Technician (contract)
Apex Systems
04.2022 - 07.2022
Help Desk Specialist
National Trucking Express LLC
01.2020 - 03.2022
Unarmed Lead Security Officer
G4S Secure Solutions
01.2016 - 09.2019
Associate of Applied Science - Computer Science
Renton Tech College High School
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