Alaa Jumhour
Rockaway,NJ
Summary
Technology professional with a Computer Science and Cybersecurity background, experienced in enterprise IT operations, cloud technologies, and solving complex technical challenges. Passionate about Generative AI and automation, with a strong technical foundation and commitment to continuous learning, innovation, and business-focused technology solutions.
Overview
1
1
Certification
11
11
years of professional experience
Work History
IT Support Engineering Specialist
Gilead
03.2024 - Current
- Used ticketing systems to manage and process support actions and requests.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Engaged with multiple teams, both internal and external, using vendor collaboration for project initiatives.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 2 and Tier 3 IT support to non-technical internal users through desk side support services.
- Manage legacy (Immunomedics) systems
- Delivered onsite and remote technical support for 400 employees.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Managed backup and recovery of data assets to safeguard system availability.
R&D Info Systems Administrator
Gilead
03.2020 - 03.2024
- Led troubleshooting efforts for complex technical issues, minimizing downtime for users.
- Collaborated with cross-functional teams to integrate new software solutions into existing systems.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Supported the implementation of new technologies by providing technical expertise and training to colleagues as needed.
Help Desk/Deskside Support Engineer Level II
Immunomedics
08.2018 - 03.2020
- Provided level 1 and level 2 support for 600 users
- Assisted CyberSecurity director on multiple projects including MFA and SSPR
- Support and upgrade AV technology
- Manage and deploy Cisco and Verizon IP Phones
- Software deployment and equipment troubleshooting
- Efficient backups and imaging of machines including hardware and software
- Work on projects with Infrastructure Team
- Managed security risks by applying patches and updates to client machines using MS WSUS
- Troubleshoot GMP IT equipment
- Maintained servers and systems to keep networks fully operational during peak periods.
Help Desk/Desktop Support II
PCL Solutions
06.2017 - 08.2018
- Assist clients with day to day breakfix troubleshooting
- Create accounts in Active Directory for new employees
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Set up Ubuntu server on Dell infrastructure
- Setup Comodo Dome Shield to block malicious domains and filter web traffic to comply with company policy
- Configured VMWare ESXi Hosts for multiple VM’s
- Configured and deployed Juniper Firewalls and Switches
- Configured Ruckus Wireless Access Points and managed it through a Cloud
Site Support IT Technician
Montclair State University
02.2016 - 09.2016
- Provided technical support for hardware and software issues across university departments.
- Led initiatives to upgrade existing systems, driving improvements in service delivery and reliability.
Education
Master of Science - CyberSecurity
New York University
New York, NY01-2022
Bachelor’s - Computer Science
Montclair State University
Montclair, NJ05-2018
Skills
- AI: Large Language Models (LLms), Prompt Engineering, Retrieval-Augmented Generation (RAG), AI Agent Design, AI Workflow Automation, AWS, Azure, Microsoft Copilot, REST API Integration, Amazon S3, Python, SQL
- Operating Systems: Windows XP, Windows 7, Windows 8, Windows 10, Mac OSX, Windows 11
- Software: Bomgar, ServiceNow, Magic SDE, LogMeIn, GoToAssist, Citrix receiver, ConnectWise, Macrium Reflect, MDT, Rufus
- System Administration: Active Directory, Group Policy, VOIP PBX Systems, FreePBX, Trixbox, Cisco Unified Communications vSphere, VMware, Office365
- Networking: Switches/Firewalls, Aruba, Juniper, Procurve, Cisco, Ruckus Wireless Access
- Security: Malwarebytes Cloud, Symantec Cloud, Comodo Dome Shield, WSUS, Azure and Office security tools
Certification
• Comptia A+ Certification Certification
License: F8H930RHHD411FK6ptia
Timeline
IT Support Engineering Specialist
Gilead
03.2024 - Current
R&D Info Systems Administrator
Gilead
03.2020 - 03.2024
Help Desk/Deskside Support Engineer Level II
Immunomedics
08.2018 - 03.2020
Help Desk/Desktop Support II
PCL Solutions
06.2017 - 08.2018
Site Support IT Technician
Montclair State University
02.2016 - 09.2016
Bachelor’s - Computer Science
Montclair State University
Master of Science - CyberSecurity
New York University