Amjed Zahrah
Macomb,United States
Summary
IT Support Specialist with experience in providing technical support for both Mac and Windows systems. Skilled in device management using tools such as Jamf Pro, Intune, and Apple Business Manager, as well as managing user accounts through Google Workspace, Microsoft 365, and Azure AD. Familiar with SCCM from university coursework, with exposure to software deployments and patch management. Proficient in supporting various software applications, including Adobe Creative Cloud, and implementing cybersecurity best practices. Experienced in managing IT ticketing systems (Zendesk, ServiceNow), creating Knowledge Base (KB) articles, and contributing to IT projects such as cloud migrations and network upgrades. Adept at troubleshooting, system configuration, and providing excellent end-user support.
Overview
5
5
years of professional experience
1
1
Certificate
Skills
- Troubleshooting
- Active Directory knowledge
- Wireless routers and switches
- Google admin professional
- User support
- User training
- Network administration
- Communication Skills
- Operating System Configuration
- Inventory Management
- New Hire Orientation
- Workflow Planning
- Microsoft Office
- Jamb system administrator
- Intine system administrator
- Azure system administrator
- implementing and managing ticketing systems (eg, Zendesk, servies now)
- Remote Support
- Configuration Management
- Software Installation
- Mobile Device Management
- Patch management
- Virtualization Technologies
- Policy Implementation
Work History
IT Administrator
L'Oreal Cosmetics
10.2023 - Current
- Provided technical support for Mac and Windows users, troubleshooting hardware, software, network, and printer issues.
- Led onboarding and offboarding processes, managing accounts in Google Workspace, Microsoft 365, Active Directory, and configuring Azure AD.
- Administered Apple Business Manager (ABM) and Jamf Pro, deploying policies, managing macOS updates, and ensuring device security.
- Managed Azure and Intune for device management, enrolling devices, enforcing security policies, and executing remote wipe actions when necessary.
- Familiar with SCCM through a university course, including software deployment and patch management for Windows systems.
- Utilized Jamf Pro to manage macOS devices, deploy software, enforce security configurations, and automate IT processes, ensuring a seamless user experience.
- Leveraged Microsoft 365 and Azure Active Directory to manage user permissions, access controls, and system integrations.
- Provided support for Adobe Creative Cloud and Microsoft 365 apps, ensuring seamless application functionality for end-users.
- Managed IT ticketing systems (Zendesk & ServiceNow), ensuring timely resolution of issues while maintaining SLA targets.
- Created and maintained a Knowledge Base (KB) for troubleshooting guides, IT processes, and self-service resources.
- Contributed to IT projects such as cloud migrations, network upgrades, security policy improvements, and leveraging cybersecurity best practices to enhance system protection and data integrity.
IT Support Specialist
Skin Better science
Phoenix, United States
07.2021 - 10.2023
- Provided technical support exclusively for MacBook users, addressing hardware, software, and network issues.
- Led onboarding and offboarding processes, managing accounts in Google Workspace, including email configurations, file sharing, and security settings.
- Administered Apple Business Manager (ABM) and Jamf Pro, deploying policies, managing macOS software updates, and ensuring device security.
- Worked with the team to choose and implement Zendesk as the ticketing system, customizing it to meet the needs of various departments for issue tracking and support.
- Created and maintained a Knowledge Base (KB) with troubleshooting guides and self-service resources for end-users.
- Supported Adobe Creative Cloud applications and ensured compatibility with macOS devices.
- Managed macOS device management using Jamf Pro for configuration, software deployment, and security enforcement.
- Collaborated with cross-functional teams to ensure smooth IT operations and contribute to business initiatives.
Technician
Tempe, ADT
Tempe, AZ
08.2020 - 07.2021
- Installed and repaired enterprise access controls, analog, digital CCTV and network configurations
- Outlined equipment layout for planned security installations
- Enhanced knowledge of security systems among customers
- Expertly installed alarm systems to ensure optimal functionality and user satisfaction.
IT Administrator
Lane Star Property
AZ
09.2020 - 11.2020
- Installed Windows Server 2012.
- Installed new computers and added them to the domain.
- Configure Active Directory.
- Configure Group Policy.
Education
Bachelor of Science - INFORMATION TECHNOLOGY
Grand Canyon University
Phoenix, AZ12.2021
Certification
Network Pro License, 2019
Languages
Arabic
Native/ Bilingual
English
Full Professional
Timeline
IT Administrator
L'Oreal Cosmetics
10.2023 - Current
IT Support Specialist
Skin Better science
07.2021 - 10.2023
IT Administrator
Lane Star Property
09.2020 - 11.2020
Technician
Tempe, ADT
08.2020 - 07.2021
Bachelor of Science - INFORMATION TECHNOLOGY
Grand Canyon University
References
References available upon request.
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