Fatuma Jama
Seatac,WA
Summary
Results-driven IT professional with over 5 years of experience in technical support, proficient in collaborating with stakeholders to translate business requirements into effective technology initiatives that enhance operational efficiency. Demonstrates expertise in troubleshooting complex technical issues and providing outstanding end-user support while ensuring data security. Committed to delivering high-quality service and maintaining system integrity in dynamic environments, with a reputation for exceptional problem-solving and communication skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Business Applications Analyst
MacDonald-Miller Facility Solutions
SeaTac, WA
01.2023 - 05.2024
- Collaborated with stakeholders to gather and analyze business requirements, translating them into effective solutions within Dynamics 365, resulting in improved operational efficiency and measurable outcomes
- Developed and implemented Power BI dashboards and reports, delivering critical insights and visualizations to senior management for strategic decision-making
- Oversaw backend security and user permissions for Microsoft 365 platforms, ensuring compliance with organizational standards and protecting sensitive data
- Conducted comprehensive audits of user access and permissions, proactively identifying and mitigating security vulnerabilities to maintain system integrity
- Worked closely with cross-functional teams to define best practices for SharePoint site management, enhancing collaboration and streamlining information sharing
- Provided training and ongoing support for end-users on Microsoft 365 applications, facilitating increased adoption and effective utilization of technology solutions
- Engaged in continuous improvement initiatives for business applications, leading system upgrades and enhancements based on user feedback and evolving business requirements
Service Desk Technician
MacDonald-Miller Facility Solutions
Seattle, WA
07.2022 - 12.2022
- Provided first- and second-level technical support to users, troubleshooting hardware and software issues via phone, email, and in-person interactions.
- Diagnosed and resolved technical problems, including network connectivity, application errors, and hardware malfunctions, using remote support tools and diagnostics.
- Created, updated, and maintained documentation of support processes and solutions in the knowledge base to streamline future support efforts.
- Assisted in the onboarding and training of new employees, educating them on IT policies, tools, and software applications.
- Collaborated with cross-functional teams to escalate complex issues and ensure timely resolution, enhancing overall system performance and user experience.
- Monitored and managed a ticketing system for tracking support requests, ensuring accurate reporting and prioritization of tasks.
- Conducted regular follow-ups with users to ensure resolution satisfaction, and to identify any further technical needs.
Desktop Analyst
The Polyclinic (Optum)
Seattle, WA
04.2019 - 07.2021
- Provided second-level triage and troubleshooting support, both in-person and remotely, for issues related to computer systems, peripheral equipment, operating systems, web browsers, network services, and business and clinical applications
- Created, updated, and reviewed comprehensive documentation, including IT notifications, diagrams, procedures, and technical support materials, to ensure effective knowledge sharing and operational consistency
- Assisted with project planning and implementation for new systems and application rollouts, conducting inventory assessments and audits, as well as compliance and security testing for software applications
- Collaborated with cross-functional teams to identify and resolve technical issues, facilitating effective communication between IT and clinical staff to enhance service delivery
- Established and enforced security and data integrity standards, coordinated network cabling efforts, and performed preventive maintenance to enhance overall system reliability and performance
Education
Bachelors - IT & Administrative Management
Central Washington University
Skills
- Microsoft dynamics CRM
- Project management
- Ticketing systems
- Cybersecurity
- IT compliance
- Troubleshooting and Diagnostics
- IT project management
- MS office applications
- Security frameworks
- Active directory
- IT documentation
- Application support
Certification
- CompTIA security+ Feb 2022
- ISACA CISA - in progress
Timeline
Business Applications Analyst
MacDonald-Miller Facility Solutions
01.2023 - 05.2024
Service Desk Technician
MacDonald-Miller Facility Solutions
07.2022 - 12.2022
Desktop Analyst
The Polyclinic (Optum)
04.2019 - 07.2021
Bachelors - IT & Administrative Management
Central Washington University
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