Abdirahman Ahmed
Columbus,OH
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
4
4
Certification
Work History
Service Desk Technician
McGraw-Hill
08.2023 - Current
- Proficiency in Windows Active Directory (AD) management and support
- Swiftly addressed and resolved repair tickets, covering issues with laptop and monitor displays, printer network connectivity, and Outlook login problems using Service Now
- Delivered comprehensive end-user technical support for computer and LAN-related matters
- Skilled in Microsoft Office applications, including Excel, Word, Access, and Outlook
- Spearheaded IT hardware and login issue resolution for an enterprise client, overseeing username and password management for a workforce of over 2,500 employees
- Demonstrated the ability to proactively tackle a wide range of issues
- Supported the Citrix XenDesktop environment, facilitating virtual desktop solutions for users
- Provided remote assistance to staff through tools like Microsoft Lync, remote desktop, and remote assistance
- Proficiently handled troubleshooting for printers, network, and computer-related problems
- Ensured prompt and proper escalation of unresolved issues, including detailed problem descriptions and documentation of all actions taken, for the next level of support
- Installed necessary software and devices on terminal servers and efficiently resolved user access issues in cases of lost access.
IT Analyst
Nationwide
02.2023 - 08.2023
- Responsively address customer queries via in-person interactions, phone calls, or email messages regarding Active Directory support
- Possess expert-level proficiency in Active Directory LDAP services, shell scripting, Certificate services (PKI), and AD Site Topology, all within a multi-site multi-domain environment
- Proven experience in reducing the recurrence of incidents by establishing effective closure rules to ensure resolutions are lasting
- Proficient in ITSM tools, including expertise in using ServiceNow
- Showcase a strong technical grasp of both Windows and Mac computer hardware
- Extensive knowledge of Microsoft-based operating systems, with a specific focus on Windows 7/10 and Office 2007/2013/2016
- Hands-on capability for memory and disk upgrades (HDD, SSD) for both laptops and desktops
- Maintain a solid reputation for resolving intricate issues and delivering exceptional customer service
- Possess the ability to handle challenging clients with professionalism and skill
- Proficiently troubleshoot a variety of Lexmark printer issues, such as DNS problems, color preferences, paper jams, and double-sided scan malfunctions
- Conduct diverse troubleshooting and maintenance operations within Windows Server environments, including WSUS, Symantec Endpoint, and Citrix XenServer, among others.
Help Desk Tier 2
Starbucks
01.2019 - 12.2022
- Managed the creation, deletion, and modification of user accounts within Active Directory
- Demonstrated proficiency in providing help desk support for issues related to Active Directory
- Currently, I use a range of tools in my daily work, including the Service Now Ticketing System, Access, SharePoint, and SmartSheet, to create incident tickets covering various tasks such as password resets, AD account creation, asset management, handling security incidents, and escalating tickets when necessary
- Successfully implemented strategies to prevent SLA violations by proactively responding and escalating issues for efficient resolution
- Effectively addressed desktop and networking issues through remote desktop support applications
- Prioritized rapid complaint resolution, receiving recognition from my supervisor for consistently resolving problems on the first call and preventing the need for issue escalation
- Managed the migration of over 300 computers from Windows 2000 to Windows XP, ensuring a smooth transition.
Education
Associate of Applied Science - Computer Science
Renton Technical College
Renton, WA06.2021
Skills
- Microsoft Certified Professional (MCP)
- CompTIA Network
- Operating Systems: Proficient in Windows, Unix, Linux, Mac OS X, HP-UX, QNX, FreeBSD, iOS, and Android platforms
- Hardware Expertise: Skilled in managing a wide range of hardware, including iPads, iMac, tablets, desktops, laptops, printers, scanners, and projectors
- Applications Mastery: Experienced with various applications, including Zendesk, Microsoft Dynamics, NAV, Norton/McAfee Antivirus, Symantec Backup Exec, Symantec Ghost Solutions Suite, and Norton Internet Security
- ServiceNow
- Software troubleshooting
- Customer service
- Analysis skills
- IT support
- Active Directory
- Remote access software
- Computer networking
- IT
Certification
- CompTIA Network+
- MCP
- MCSE
- CompTIA A+
Accomplishments
- Documented and resolved thousands of tickets which led to promotion.
Quote
You are never too old to be what you might have been.
George Eliot
Timeline
Service Desk Technician
McGraw-Hill
08.2023 - Current
IT Analyst
Nationwide
02.2023 - 08.2023
Help Desk Tier 2
Starbucks
01.2019 - 12.2022
Associate of Applied Science - Computer Science
Renton Technical College
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