Hi, I’m
Alieu Jallow
IT Consultant
New York,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
2
years of professional experience
1
Certification
Work History
Guerbet
Systems Analyst
08.2022 - 01.2023
Job overview
- Resolved or escalated problem tickets to resolve user issues.
- In a regulated environment I performed system analysis, documentation, testing, implementation and user support for platform transitions in a regulated environment.
- Planned and conceived computer systems using information engineering, data modeling and structured analysis.
- Resolved malfunctions with systems and programs through troubleshooting.
- Assessed business needs and problem areas to create focused solutions like increasing printer accessible across facility.
- Install, configure, and sort printers across the manufacturing facility's network.
- Replaced toners, fusers, and other parts of various printers in key areas of facilities, saving the company $10,000s. (The average wait time for outsourced printer services is 5-7 days, and you save a lot of money by doing it locally and getting a faster return.)
- Detail-oriented Systems Analyst with 4 years of experience diagnosing computer system inefficiencies and devising innovative solutions. Established authority on swift identification of IT deficiencies and accurate reporting to senior personnel for improvement. Team-oriented professional with inherently collaborative approach to project completion.
- Systems Analyst with four years of experience diagnosing computer system inefficiencies and devising innovative solutions. Established authority for identifying IT deficiencies quickly and accurately reporting to senior personnel for improvement. Professional who works well in groups and takes a collaborative approach to project completion.
- Assessed business needs and problem areas to create focused solutions like identifying printers on network and making printer easier by identification
- Identifying laptops , computers, and monitors with hardware issues and replacing batteries, hardrives, and rebuilding imaging computers/laptops
- Evaluated and adopted new technologies to address changing industry needs.While working, I expanded my skill set getting certified in Good Manufacturing Policies and Good Documenting Practices at local college to ensure we were in compliance.
- Provided client support on system operation and troubleshooting.
- Diagnosed, troubleshot and resolved network and system problems.
- Identified and resolved problems through root cause analysis and research.
- Maintained and administered computer networks and environments.
- Defined business goals to determine systems requirements.
- Monitored employee tasks, evaluating information processing and performance to gauge business functions and inefficiencies.
- Developed flowcharts and diagrams to describe and lay out logical operational steps.
- Delivered in-depth training, imparting knowledge of best practices for protecting data and minimizing errors.
- Oversaw installation of software programs and hardware systems to meet requirements.
- Presented business leaders with cost-benefit and return-on-investment estimations to drive project planning and execution.
- Enhanced and reconstructed computer systems resulting in 80% increased efficiency for business end-users.
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Defined business objectives to determine system requirements.
- Created flowcharts and diagrams to describe and lay out logical operational steps.
- Collaborated with colleagues in both domestic and international support facilities.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Gathered requirements for ongoing projects and organized details for management use.
- Built strong relationships with internal and external stakeholders and devised strategies, initiatives and events promoting products and services.
- Coordinated presentations for customers and project members to detail project scope, progress and results.
- Collaborated with project leaders to comply with accounting needs for project maintenance requirements.
- Checked compliance of company safety plan and delivered recommendations to address regulatory issues.
- Oversaw onboarding and mentorship, planned and executed meetings and developed project documentation.
Bell and Howell
IT Service Desk Analyst
Job overview
- Open/ Close tickets
- Submitted service tickets for equipment maintenance requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided Tier 1/1.5 IT support to non-technical internal users through desk side support services.
- Translated complex technical issues into digestible language for non-technical users.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Activated accounts for clients interested in new services.
- Monitored systems in operation and input commands to troubleshoot areas.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Managed high levels of call flow and responded to technical support needs.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Resolved system, hardware and telephone issues within leading time frames , improving efficiency among departments.
- Provided support for networking protocols and characteristics.
- Fielded upwards to 20 inbound phone calls daily to deliver support and remotely resolve service issues.
- Installed MFA security applications and devices and suggested additional security measures.
- Manage Ticket System Documentation
- Process internal wiki
- Manage 1000+ corporate Account creation/password reset including Salesforce, SAP, BI, etc
- Manage , deploy and check in 3000+ physical assets including laptops,desktops, monitors, routers , etc
- Active Directory lock/unlock accounts , etc
- Transfer and download files remotely
- Utilize VPN’s,TeamViewer, SAM and other remote technology for agile solutions
- Resolve Technical Issues/ Accelerate Complex Cases
- Collaborate closely with the Service Desk staff and management on cross-training and operational procedures .
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and VPN
- Defined and documented technical support best practices sharepoint/servicenow technologies.
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Attended team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
The University of the Gambia
Project Director
02.2021 - 03.2022
Job overview
- Provided direction and guidance to students to ensure successful completion of various tasks
- Created budgetfor the completion of tasks, and monitored the amountof money spent to ensure the project does not exceed the budget
- Collaborated with colleagues in both domestic and international support facilities.
- Collaborated with outside agencies for supporton a needed basis
- Ensured that the program was technically sound,evidence-based,and consistentwith funder and stakeholders’ priorities
- Conducted monthly reviews to ensure accountability of all projectactivities as well as the accurate and timely reporting of financial deliverables and obligations
- Provided oversightof program implementation including all activities,outputs,and outcomes related to project managementand administration
- Monitored project and program quality to meet audit expectations.
- Developed project control roadmap to guide various projects.
- Directed project design functions, developed proposals and conversed with customers and funders.
- Oversaw projects simultaneously without sacrificing standards.
AfricMed International Hospital
Systems Administrator Intern
11.2018 - 04.2019
Job overview
- Installed and configured software,hardware,and networks across organization
- Monitored system performance,troubleshooted issues,and maintained systems according to system requirements
- Ensured security and efficiency across IT environment
- Build an internal wiki with technical documentation,manuals,and IT policies
- Collaborated with members of IT infrastructure and application teams to validate existing documentation and developed new documentation to help understand monitoring requirements around servers and applications
- Performed routine/scheduled audits of the systems, including all backups
- Monitored datacenter health using preexisting managementtools and responded to hardware issues as they arose; helped build,test, and maintain new servers as needed
- Kept software licenses current for computers and mobile devices.
- Coached and mentored employees and offered constructive feedback for performance improvement.
- Oversaw IT activities to maintain operations by maintaining laptops, tablets, and computers.
- Spearheaded inventory control measures to replenish and maintain IT equipment, supplies, tools and replacement parts.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Played key role in on-going network design, reevaluation and optimization to keep pace with company growth.
- Implemented and managed wireless devices, multi-site network infrastructure, business intelligence development and implementation.
Education
University of The Gambia
Bachelor of Science from Information Systems
Skills
- Positive attitude, problem-solving skills,diligence,patience, adaptability,teachability,and willingness to learn
- Data Recovery
- Apple IOS
- Hardware Upgrades
- Staff Training
- Configuring Devices
- User Experience
- Component Replacements
- Windows 10
- Troubleshooting and Assistance
- Customer Service Expertise
- Software Diagnosis
- MS Office Proficiency
- Onsite Installations
- Assisting with Deployments
- Hardware and Software Configuration
- Support Ticket System Management
- Complaint Resolution
- Account Updating
- Analytical and Methodical
- Service Desk Team Management
- On-Time Project Delivery
- Planning and Coordination
- Training and Development
- Problem-Solving
- Teambuilding
- Self-Motivated
- Organization and Time Management
- Teamwork and Collaboration
- VPN Configurations
- Technical Documentation
- Computer Hardware Knowledge
- Technical Writing
- Coordination
- Troubleshooting
- Writing
- Firmware Releases
- Patch Fixing
- Patch Management
Certification
CompTIA A+ - Lasting Solutions Institute for Managementand Technology
IBM Cloud Computing Core- edX
Excel: Conditional Formatting for Beginners- LinkedIn
Lean Six Sigma Foundations- LinkedIn
HTML Essentials- LinkedIn
Implementing Supply Chain Management -LinkedIn
Agile Development& Scrum Fundamentals – edX
IT Service Desk Management – LinkedIn
Business Analysis Foundations - LinkedIn
Additional Information
- Operating Systems: Windows 7, Windows 8, Mac OS, Linux Applications: MicrosoftOffice,365 Azure Administration, Active Directory,TeamViewer,SharePoint,iNet, MobileIron,Software Asset Management, HTML/CSS Javascript, Java, SQL, Visual Studio Code
Timeline
Systems Analyst
Guerbet
08.2022 - 01.2023
Project Director
The University of the Gambia
02.2021 - 03.2022
Systems Administrator Intern
AfricMed International Hospital
11.2018 - 04.2019
IT Service Desk Analyst
Bell and Howell
University of The Gambia
Bachelor of Science from Information Systems
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