ALIEU JALLOW
New York,NY
Summary
Experienced IT professional with a proven track record in hardware replacements/installations, software troubleshooting, and component replacements. Proficient in MS Office Suite, Active Directory, and ServiceNow/SharePoint. Skilled in technical documentation, support ticket system management, and assisting with deployments and patch management.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support/Data Entry
Mid-Bronx Senior Citizen Council Inc.
03.2023 - Current
- Spearheaded project to transform inventory management across multiple buildings, implementing digital tracking for streamlined operations
- Managed daily shipping and receiving operations for 200+ weekly packages, ensuring accuracy and efficiency
- Coordinated equipment procurement and invoice processing, resulting in significant cost savings
- Facilitated meetings with external parties and collaborated with various departments to address tenant-related issues
- Provided technical support, including workstation setup, software configurations, and troubleshooting
- Managed Active Directory and efficiently handled data entry tasks, maintaining organized and archived documents
- Upgraded employee email accounts from SMTP/IMAP to Microsoft 365, enhancing security and productivity
- Troubleshot desktop support for Windows 10/7 PCs and updated computers to Windows 10 at multiple locations
- Configured email accounts using SMTP/IMAP and set up printer/scanners for optimal functionality.
IT Help Desk Analyst III Desktop Support
Guerbet
09.2022 - 01.2023
- Enhanced computer systems efficiency by 80%, reconstructing and troubleshooting hardware and software issues
- Replaced toners, fusers, and other printer parts, saving the company thousands of dollars in outsourcing costs
- Resolved problem tickets and provided user support in both domestic and international support facilities
- Conducted system analysis, documentation, and testing in regulated environments, ensuring compliance with industry standards
- Expanded skill set through certifications in Good Manufacturing Practices and Good Documenting Practices.
IT Service Desk Analyst
Bell and Howell
05.2022 - 09.2022
- Managed ticket system documentation and provided Tier 1/1.5 IT support to internal users, resolving escalated issues promptly
- Translated complex technical issues into user-friendly language for non-technical users, enhancing customer satisfaction
- Installed MFA security applications and devices, improving overall system security
- Engaged in user support interactions via multiple platforms and resolved diverse technical issues across various systems and applications.
Systems Administrator Intern
AfricMed International Hospital
11.2018 - 04.2019
- Installed and configured software, hardware, and networks across the organization
- Monitored system performance, troubleshot issues, and maintained systems according to system requirements
- Ensured security and efficiency across the IT environment
- Built 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
- Monitored datacenter health using preexisting management tools 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 a key role in ongoing 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
Associate of Science -
Borough of Manhattan Community College
05-2025
Bachelor of Science - Information Systems
University of The Gambia
Skills
- Hardware Replacements/Installations
- Software Troubleshooting (Outlook, Windows, etc)
- Component Replacements (Laptops, Printers, Computers, etc)
- Microsoft Office
- Support Ticket System Management
- ServiceNow/SharePoint
- Active Directory
- Anti-virus Troubleshooting
- Technical Documentation
- Assisting with Deployments & Patch Management
Certification
- CompTIA A+
- IBM Cloud Computing Core
- Excel Beginners
- Lean Foundations
- HTML Essentials
- Implementing Supply Chain Management
- IBM Agile Development & Scrum
- IT Service Desk Management
- Business Analysis Foundations
- Good Manufacturing Practices
- Good Documenting Practices
Accomplishments
- Proficient in Windows OS, Mac OS, Microsoft Office Suite, Active Directory, and various other IT tools and platforms.
- Certified in CompTIA A+, IBM Cloud Computing Core, and other relevant certifications.
- Experienced in server administration, VPN/TeamViewer, SharePoint, HTML/CSS, and Visual Studio Code.
Timeline
IT Support/Data Entry
Mid-Bronx Senior Citizen Council Inc.
03.2023 - Current
IT Help Desk Analyst III Desktop Support
Guerbet
09.2022 - 01.2023
IT Service Desk Analyst
Bell and Howell
05.2022 - 09.2022
Systems Administrator Intern
AfricMed International Hospital
11.2018 - 04.2019
Associate of Science -
Borough of Manhattan Community College
Bachelor of Science - Information Systems
University of The Gambia
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