Abdirhmaan Mohamed
Saint. Paul,MN
Summary
Dynamic Help Desk Analyst with proven expertise in technical support and client communication, honed at Medtronic. Excelled in application installations and resolving technical issues, enhancing user satisfaction and system compatibility. Known for exceptional ability to analyze and troubleshoot network problems, ensuring optimal system performance and user training.
Innovative Help Desk Analyst with 2 years of experience in prioritizing customer satisfaction while providing technical support. Successful in providing network support, troubleshooting and maintenance to multiple workstations. Personable communicator while assisting with technical issues and training.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Help Desk Analyst
Medtronic
01.2023 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Compiled and accurately entered data for each customer encounter to record in system.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Managed high levels of call flow and responded to technical support needs.
- Prepared references for users by writing clear operating instructions.
- Maximized use of hardware and software by training users and interpreting instructions.
Education
Bachelor of Computer Science - Computer Science
Western Governors University
Salt Lake City, UT05-2026
Skills
- Application installations
- Ticketing systems
- Technical support
- Technical issues analysis
- Network troubleshooting
- Communicating with clients
Accomplishments
Employee of the month 3 times in the 2 years so far working at medtronic
- Resolved product issue through consumer testing.
Certification
- EC-Council Certified Help Desk Engineer (EC-CHE) – EC-Council.
- SolarWinds Certified Professional® Program SCP-Network Automation – SolarWinds Worldwide, LLC.
- Adobe Certified Expert (ACE), Photoshop CC 2015 Exam Preparation Course – Adobe Systems Incorporated.
- Microsoft Office Specialist (MOS) – Microsoft Office 365 and Office 2019 - Microsoft.
- Citrix Certified Associate – Virtualization (CCA-V) - Citrix Systems, Inc.
- Apple Certified Support Professional (ACSP) - Apple.
- CompTIA Security+ - Computing Technology Industry Association.
- Google IT Support Professional Certificate - Google.
Languages
Arabic
Professional Working
French
Full Professional
somali
Native or Bilingual
Timeline
Help Desk Analyst
Medtronic
01.2023 - Current
- EC-Council Certified Help Desk Engineer (EC-CHE) – EC-Council.
- SolarWinds Certified Professional® Program SCP-Network Automation – SolarWinds Worldwide, LLC.
- Adobe Certified Expert (ACE), Photoshop CC 2015 Exam Preparation Course – Adobe Systems Incorporated.
- Microsoft Office Specialist (MOS) – Microsoft Office 365 and Office 2019 - Microsoft.
- Citrix Certified Associate – Virtualization (CCA-V) - Citrix Systems, Inc.
- Apple Certified Support Professional (ACSP) - Apple.
- CompTIA Security+ - Computing Technology Industry Association.
- Google IT Support Professional Certificate - Google.
Bachelor of Computer Science - Computer Science
Western Governors University
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