Ahmed Ataalla
Blythewood,SC
Summary
Results-driven IT professional with hands-on experience in service desk operations, technical support, and system administration. Skilled in diagnosing and resolving hardware, software, and network issues while delivering high-quality customer service. Proven ability to manage incidents, support end users, and maintain IT systems to ensure optimal performance and uptime.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Technical Engineer
AlxTel, Inc
Silver Spring, MD
06.2023 - Current
- Deliver Tier 1/2 technical support for end users by troubleshooting hardware, software, and network issues
- Manage service requests and incidents using ServiceNow, ensuring timely resolution within SLA targets
- Perform system imaging, deployment, and configuration of desktops and laptops
- Monitor and maintain network performance, identifying and resolving connectivity issues
- Document technical issues, resolutions, and procedures to enhance team knowledge base
- Collaborate with cross-functional teams to implement effective IT solutions
Manager
Prince House of Pizza
Blythewood, SC
08.2019 - 05.2023
- Delivered clear communication of company directives and programs to associates, while meticulously tracking and addressing all follow-up items.
- Leveraged leadership skills to find deficiencies and opportunities to improve policies, procedures, and controls
- Managed $560,000 yearly budget & improved profits by 40% and facilitated team collaboration as needed
- Lead team meetings and one-on-one coaching sessions to continuously improve performance
- Accomplished financial goals by forecasted requirements, scheduled expenditures, and prepared annual budgets
- Enhanced team member performance through use of strategic, tactical approaches and motivational coaching
IT Technical Support
Avista Realtime Systems
Columbia, MD
06.2021 - 08.2021
- Diagnosed and resolved infrastructure and system performance issues to maintain operational continuity
- Supported high-availability command and control systems
- Conducted system testing, analyzed results, and reported defects to development teams
- Improved system efficiency by 30% through proactive troubleshooting and optimization
IT Field Technician
Daly Computer
Rosedale, MD
06.2019 - 08.2019
- Installed, configured, and maintained IT hardware and software systems
- Provided onsite and remote support, resolving user issues efficiently
- Maintained databases with 99% accuracy, ensuring data integrity
- Analyzed system data to support operational improvements and decision-making
Education
Bachelor of Science - Computer Science
Towson University
Skills
- Excellent verbal and Written Communication
- Demonstrated ability to lead teams and drive results
- Strong analytical Problem Solving
- Creative and analytical skills
- Decision Making & networking
- Proficient in data analysis & visualization
- Teamwork and Collaboration
- Documenting and reporting results
- Adaptable and flexible work approach
- Customer service & technical support
- Conflict Management
- Troubleshooting and team member developments
- Microsoft Power BI
- Tableau
- LAN/WAN/MAN
- R
- SQL
- MYSQL
- ITSM
- C
- ServiceNow
- JAVA
- PHP
- HTML
- XML
- Unix/Linux System
- Microsoft Office Applications (Access, Excel, Word, Visio, SharePoint, Outlook, PowerPoint)
Certification
- ServiceNow Certified Application Specialist
- Certified Scrum Master (Scrum Alliance)
- Google Analytics Professional Certificate
- Avaya Cloud Office Sales Certification
- Avaya Experience Platform Sales Certification
Languages
proficient in English & Arabic
Intermediate in Spanish
Timeline
IT Technical Engineer
AlxTel, Inc
06.2023 - Current
IT Technical Support
Avista Realtime Systems
06.2021 - 08.2021
Manager
Prince House of Pizza
08.2019 - 05.2023
IT Field Technician
Daly Computer
06.2019 - 08.2019
Bachelor of Science - Computer Science
Towson University
Core Competencies
- IT Service Desk & End-User Support
- Incident & Problem Management (ITSM)
- ServiceNow Ticketing System
- Hardware & Software Troubleshooting
- Network Support (LAN/WAN)
- System Imaging, Deployment & Configuration
- Remote Support & User Assistance
- Documentation & Knowledge Base Development
- Root Cause Analysis
- Customer Service & Communication