Summary
Overview
Work History
Education
Skills
Languages
Websites
Timeline
Generic

ABDIRASHID MOHAMED

Minneapolis

Summary

Dynamic Technical Support Engineer with a proven track record at Hennepin County, excelling in troubleshooting and performance tuning. Adept at implementing security policies and delivering exceptional customer service, I have successfully reduced malware incidents by 50% through proactive measures and effective communication. Committed to enhancing system efficiency and user satisfaction.

Overview

7
7
years of professional experience

Work History

Technical Support Engineer

Hennepin County
Minneapolis
01.2022 - Current
  • Delivered remote assistance to end-users for technical issues and inquiries.
  • Troubleshot and resolved hardware and software problems for customers.
  • Installed and tested operating systems, applications, updates, and patches.
  • Configured and maintained computer systems to ensure optimal performance.
  • Assisted users with password resets and account lockout resolutions.
  • Monitored systems to proactively identify and address performance issues.

Technical Support Specialist

AUS/Well's Fargo Home Mortgage
Minneapolis
10.2023 - 11.2024
  • Conducted assessments of security risks to identify vulnerabilities and implement improvements.
  • Managed building access control to ensure secure entry and exit protocols.
  • Maintained and upgraded security equipment to enhance operational efficiency.
  • Documented security incidents and logs for compliance and analysis purposes.
  • Monitored security alerts to detect potential threats and respond effectively.
  • Implemented security policies to ensure compliance with industry standards.
  • Collaborated with IT teams to strengthen security measures across systems.
  • Trained staff on security protocols to promote adherence and awareness.

IT Systems Specialist

Remedy Health LLC
Minneapolis
05.2023 - 10.2023
  • Managed and maintained enterprise IT systems, ensuring optimal performance and up-time.
  • Provided technical support and troubleshooting for hardware, software, and network issues.
  • Implemented and configured servers, workstations, and network infrastructure.
  • Monitored system performance and conducted regular maintenance to prevent downtime.
  • Developed and maintained IT documentation, including system configurations and network diagrams.
  • Conducted software installations, updates, and patches to ensure system security and functionality.
  • Collaborated with IT teams to plan and execute system upgrades and migrations.
  • Ensured data backup and recovery processes were in place and regularly tested.

Technical Software Support

DRC Beacon Education Testing/Screen
Brooklyn Park
03.2022 - 05.2023
  • Assisted state, district, school, and test administrators with software issues and questions related to WIDA INSIGHT and WIDA AMS.
  • Maintained up-to-date knowledge of WIDA software innovations to effectively consult users on problem resolution.
  • Guided users through diagnostic and troubleshooting processes, utilizing diagnostic tools and software.
  • Provided detailed instructions and support to resolve software-related issues.
  • Documented and tracked user issues to ensure timely resolution and follow-up.
  • Collaborated with higher-level technical support teams for complex issue resolution.
  • Conducted software training sessions for administrators to enhance their understanding and usage of WIDA tools.
  • Ensured excellent customer service by addressing user concerns promptly and professionally.

Desktop Support Specialist

Comfort Services LLC
Minneapolis
06.2021 - 12.2021
  • Troubleshot hardware and software issues, ensuring high availability and performance.
  • Managed setup and maintenance of workstations, software, and peripherals for over 300 users.
  • Performed system updates and security patching to maintain compliance and security.
  • Supported new technology deployments and data migrations to enhance productivity.
  • Provided training on new tools to increase user proficiency and reduce support incidents.
  • Documented IT support cases and maintained hardware/software inventories for asset management.
  • Collaborated on network support and infrastructure projects to ensure seamless connectivity.
  • Led an antivirus upgrade project, reducing malware incidents by 50%.

Clear Sports Ambassador

Target Field
Minneapolis
06.2021 - 10.2021
  • Assisted members of Clear Secure, a secure identity platform, with account setup and troubleshooting.
  • Guided customers on navigating the Clear Secure app and securely linking their personal information.
  • Provided technical support to ensure smooth operation and user satisfaction.
  • Addressed and resolved customer inquiries and technical issues promptly and effectively.
  • Educated users on best practices for secure information management within the app.

Sales Specialist/Representative

Best Buy
Richfield
06.2020 - 10.2021
  • Provided technical support and product knowledge to customers.
  • Maintained contact lists and followed up on customer inquiries.
  • Met production goals through extensive knowledge of hardware and product features.
  • Assisted customers with technical needs and troubleshooting.
  • Negotiated and prepared sales agreements for technical products.

Medical Device Assembly Technician

Boston Scientific
Arden Hills
12.2018 - 09.2019
  • Provided technical support for medical device assembly, ensuring products met company standards.
  • Discussed project requirements with architects and engineers to ensure adherence to specifications.
  • Monitored and reported project status to maintain high-quality standards and compliance.
  • Collaborated with engineers to troubleshoot and resolve production issues, achieving production goals.
  • Assisted in the development and implementation of assembly procedures and protocols.

Education

Bachelor of Applied Science - BASc - Cybersecurity

Western Governors University
UT
08.2025

Diploma - Cybersecurity

The University of Minnesota
MN
08.2021

Associate's degree - Computer and Information Sciences and Support Services

Minneapolis College
MN
04.2019

Skills

  • Network security and administration
  • Linux and Windows administration
  • Endpoint security management
  • Technical support and troubleshooting
  • Diagnostic analysis
  • Customer service and collaboration
  • Configuration management
  • Performance tuning
  • Knowledge base development
  • Effective communication
  • Out-of-hours support
  • Problem-solving strategies
  • System maintenance and issue tracking
  • Global support services
  • Product update management
  • Security policy implementation
  • Sales engineering expertise
  • Documentation and QA/testing practices
  • Field use case analysis

Languages

  • English
  • Arabic
  • Urdu
  • Somali
  • Punjabi
  • Swahili

Websites

Timeline

Technical Support Specialist

AUS/Well's Fargo Home Mortgage
10.2023 - 11.2024

IT Systems Specialist

Remedy Health LLC
05.2023 - 10.2023

Technical Software Support

DRC Beacon Education Testing/Screen
03.2022 - 05.2023

Technical Support Engineer

Hennepin County
01.2022 - Current

Desktop Support Specialist

Comfort Services LLC
06.2021 - 12.2021

Clear Sports Ambassador

Target Field
06.2021 - 10.2021

Sales Specialist/Representative

Best Buy
06.2020 - 10.2021

Medical Device Assembly Technician

Boston Scientific
12.2018 - 09.2019

Bachelor of Applied Science - BASc - Cybersecurity

Western Governors University

Diploma - Cybersecurity

The University of Minnesota

Associate's degree - Computer and Information Sciences and Support Services

Minneapolis College

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ABDIRASHID MOHAMED