Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Awal Adam

Jacksonville,FL

Summary

IT Support Assistant with a solid track record in managing Active Directory for over 200 users and streamlining ticket resolution processes, achieving a 20% reduction in time. Proficient in troubleshooting and resolving 20-30 Tier 1 tickets weekly, ensuring efficient user access and connectivity.

Overview

1
1
Certification
2
2
years of professional experience

Work History

IT Help Desk Assistant

Florida State College at Jacksonville
Jacksonville, USA
02.2025 - Current
  • Managed Active Directory onboarding and offboarding for 200+ users, ensuring accurate group and permission assignments for seamless access.
  • Streamlined ticket resolution process, reducing resolution time by 20% through thorough documentation and knowledge-base updates.
  • Resolved 20-30 Tier 1 tickets weekly, enhancing user access and connectivity across systems.

Education

A.S - IT Security

Florida State College At Jacksonville
Jacksonville, FL
12-2025

Bachelor of Science - Computer Systems Networking

Florida State College At Jacksonville
Jacksonville
06-2026

Skills

  • Active Directory management
  • Ticket resolution and documentation
  • Ticketing systems management
  • Technical support expertise
  • Network troubleshooting
  • Ticket resolution
  • System connectivity
  • Customer service

Certification

  • CompTIA Security+

Timeline

IT Help Desk Assistant

Florida State College at Jacksonville
02.2025 - Current

A.S - IT Security

Florida State College At Jacksonville

Bachelor of Science - Computer Systems Networking

Florida State College At Jacksonville
Awal Adam