Bilal Abubakar
The Bronx,NY
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Specialist
New York City Health And Hospital
03.2023 - Current
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Managed backup and recovery of data assets to safeguard system availability.
- Updated software to safeguard against security flaws.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Answered questions and provided information to customers about new software or hardware.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Managed high levels of call flow and responded team mate`s technical support needs.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Assisted in development of system security protocols.
- Assisted end-users with conference room equipment setup and operation.
- Configured and installed computer systems for other sub-organizations.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
IT Support Specialist (Desktop Support)
St. Barnabas Hospital
04.2018 - 03.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Installed and configured network printers and other peripheral devices.
- Diagnosed and executed resolution for network and server issues.
- Analyzed network traffic and performance metrics to optimize system performance.
- Implemented and maintained virtual private networks.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Senior Desktop Support Engineer
National Trust Holding Company
02.2013 - 07.2016
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Documented and updated known fixes in knowledge base for future reference.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Documented support interactions for future reference.
- Assisted end-users with conference room equipment setup and operation.
- Configured and installed computer systems for other sub-organizations.
- LAN Installation (Network Cable Installation)
- Configured hardware, devices, and software to set up work stations for employees.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Identified scope of problem and provided operational and technical assistance to remedy.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Coordinated with systems partners to finalize designs and confirm requirements.
Education
Bachelor of Science - Cybersecurity And Networking
Monroe College
The Bronx, NYAssociate of Science - Computer And Information Systems
Monroe College
The Bronx, NY12.2023
High School Diploma -
Labone Senior Secondary School
12.2000
Skills
- System Enhancement
- Configuration Management
- Technical Equipment Inspection
- Mobile Device Management
- Wireless Area Networking
- Helpdesk Call Support
- Desktop Support
- Application Support
- Customer Service
- Systems Analysis
- Technical Support
- Hardware Diagnostics
- Data Recovery
- Software Installation
- User Credential Management
- Videoconferencing
- Network Diagnostics
- User Support
- Performance Testing
- Service Support
- Information Protection
- Application Installations
- Account Management
- Ticket Support System Management
- Mac Systems
- LAN/WAN
- TCP/IP
- Issue Troubleshooting
- Product Troubleshooting
- Microsoft Outlook
- Microsoft Office Specialist (MOS) Expert
- Windows 10
- Staff Education and Training
- Project Coordination
- System Upgrades
- Device Configuration
- End Point Configurations
Accomplishments
- Promoted to Senior Help Desk after 13 months of employment.
- Supervised team of 6 staff members.
Certification
Comptia A+
Comptia Network+
Comptia Security+
Timeline
IT Support Specialist
New York City Health And Hospital
03.2023 - Current
IT Support Specialist (Desktop Support)
St. Barnabas Hospital
04.2018 - 03.2023
Senior Desktop Support Engineer
National Trust Holding Company
02.2013 - 07.2016
Bachelor of Science - Cybersecurity And Networking
Monroe College
Associate of Science - Computer And Information Systems
Monroe College
High School Diploma -
Labone Senior Secondary School
Comptia A+
Comptia Network+
Comptia Security+
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