Balla Diouf
Silver Spring,MD
Summary
Results-oriented Desktop Support Engineer 10+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10, 11, macOS and Active Directory, Office 365, Google
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Engineer Level 2
Converge Technology Solutions
10.2022 - Current
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Streamlined IT support processes for quicker response times and improved user satisfaction.
- Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Collaborated with IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Implemented proactive maintenance plans for desktop systems to prevent potential problems and extend equipment life.
- Able to resolve on average 30+ tickets weekly
IT Support Consultant
ITECK SOLUTIONS
06.2020 - 06.2022
- Inspected equipment, assessed functionality and optimized controls.
- Developed and implemented policies, procedures, training and development for network resource administration, appropriate use and disaster recovery.
- Configuration and management WatchGuard and FortiGate firewall appliance.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Maintain tickets about monitoring data, documentation of actions taken
- Resolved computer hardware and software, printing, installation, word processing, email, and operating systems issues.
- Trained both internal and off-site users in repairing and resolving recurring issues.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Documented business processes and analyzed procedures to see that they would meet changing business needs.
- Participated in requirements meetings and data mapping sessions to understand business needs.
- Manage client back up software.
- TCP/IP LAN/WAN VPN.
- Assisted with installing, configuring and administrating Hypervisors (VMware, Hyper-V) and guest OS's (Windows and Linux).
- Assisted with VM replication, clones, back-ups, monitoring, and troubleshooting.
- Installed and maintain desktop and laptop computers for PC and Macintosh.
- Assisted with installing, configuring, and administrating physical compute and storage nodes.
IT Analyst
Glaxosmithkline Llc
02.2019 - 06.2020
- Installed system updates to address vulnerabilities and reduce security issues.
- Enhanced interfaces to promote better functionality for users.
- Planned computer systems using information engineering, data modeling, and structured analysis.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Setup equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation
- Resolve problems while maximizing client use of computing resources. Server management, software troubleshooting, VPN, CISCO, eCR software.
- Analyze and monitor server security and implement patches and fixes to address potential security holes. Provide technical oversight of a multi- site enterprise level WAN, including planning, implementation/ expansion, maintenance, and troubleshooting.
- VPN, TCP/IP, WAN, LAN
- Identify network vulnerabilities before they become problems.
- Design, deploy, and administer the wireless infrastructure and supporting systems.
- Resolve average of 35+ tickets weekly.
IT Help Desk
Johnson Controls
04.2016 - 08.2018
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided basic end-user troubleshooting and desktop support.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware and granted system permissions to new employees.
- Provided on-call support for critical issues related to software.
- Monitored systems in operation and quickly troubleshot errors.
Student Help Desk
Lansing Community College
08.2013 - 04.2016
- Enhanced customer satisfaction by efficiently resolving technical issues and providing clear instructions.
- Streamlined the help desk ticketing process for quicker response times and improved resolution rates.
- Assisted in updating and maintaining the knowledge base, facilitating faster issue resolution for both technicians and users.
- Collaborated with IT team members to diagnose and resolve complex technical problems, reducing downtime for end-users.
- Help students reset credentials.
- Actively participated in IT training sessions to stay current on emerging technologies and best practices, enhancing service quality provided to end-users.
Education
Bachelor of Science - Cyber Security
Strayer University
Washington, DCSkills
- Microsoft ASPNET,
- Information Protection
- Data Encryption
- Splunk
- Microsoft Hyper-V Server
- FISMA, NIST, HIPAA
- Burp suite
- Password Management
- Penetration Testing
- Saas, Iaas,Paas
- Windows 7,8,10,11,Mac0S
- Microsoft Entra
- Connectwise
- Datto
- Intune
Certification
Comptia security +
Timeline
IT Support Engineer Level 2
Converge Technology Solutions
10.2022 - Current
IT Support Consultant
ITECK SOLUTIONS
06.2020 - 06.2022
IT Analyst
Glaxosmithkline Llc
02.2019 - 06.2020
IT Help Desk
Johnson Controls
04.2016 - 08.2018
Student Help Desk
Lansing Community College
08.2013 - 04.2016
Comptia security +
Bachelor of Science - Cyber Security
Strayer University
Similar Profiles
Robert HallRobert Hall
Director of Professional Service Delivery at Converge Technology SolutionsDirector of Professional Service Delivery at Converge Technology Solutions
ROBERT KEESLERROBERT KEESLER
Enterprise Account Executive at CONVERGE TECHNOLOGY SOLUTIONSEnterprise Account Executive at CONVERGE TECHNOLOGY SOLUTIONS
Balla DioufBalla Diouf
IT Support Specialist at Converge Technology SolutionsIT Support Specialist at Converge Technology Solutions