Hibo Abdi
1525 6th Ave South Saint Cloud ,MN
Summary
Currently pursuing an online degree in Information Technology with emphasis in Cybersecurity. Seeking a position as a IT Management and eager to expand my skill set through leadership a position within your organization. Skilled Help Desk with 1 year of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Knowledgeable and dedicated customer service professional with extensive experience in the help desk industry.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
Technology Support Specialist
CentraCare Health - St. Cloud Hospital
Saint Cloud, MN
01.2022 - Current
- Provides technical and operational support of Operating Room technology and equipment including Image Guiding System, Microscopes, Robotic, and other surgical equipment and sets standards and policy of how to load and maintain software as well as coordinates with Clinical engineering for preventive maintenance and repair of operating room equipment. n - Supports and implements patient safety practices as appropriate. n - Supports and demonstrates Family Centered Care principles when interacting with patients and their families and with co-workers
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
IT Security Automation
TEKsystems
Minneapolis, MN
04.2022 - 07.2022
- Assessed software bugs and compiled findings along with suggested resolutions for development team members.
- Created successful test scripts to manage automated feature testing,
- Participated in available trainings to improve software knowledge.
- Reviewed all test cases and test scripts for quality and identified additional areas to review.
- Collaborated with product owners to stay current on intended functionality.
- Created plans and communicated deadlines to complete projects on time
- Resolved problems, improved operations and provided exceptional service
IT Intern/Desk Service
Great River Federal Credit Union
Saint Cloud, MN
09.2021 - 12.2021
- Responded to requests for technical assistance in person, via phone, chat, or email
- Diagnosed and resolve technical hardware and software issues
- Researched questions using available information resources
- Advised user on appropriate action
- Followed standard help desk procedures
- Logged all help desk interactions
- Administered help desk software
- Followed up with customers and users to ensure complete resolution of issues
- Redirected problems to correct resource
- Identified and escalate situations requiring urgent attention
- Tracked and routed problems and requests and document resolutions
- Resolved technical problems with Local Area Networks and Wide Area networks
- Prepared activity reports
- Informed management of recurring problems
- Stayed current with system information, changes and updates
- Monitored 2 servers, network connections, firewalls and corporate filters to maintain maximum up-time and functionality
- Collaborated to assist support protocol development and offered consultation based on cross-functional knowledge
- Assisted IT team members by crafting project research material for implementation
- Contributed to team-based IT projects by lending assessment and management services
- Supported IT department in handling technology rollout and maintenance
- Analyzed current information and helped develop plans to address needs
Help Desk Representative
24HR Homecare
Saint Cloud, MN
06.2021 - 08.2021
- Responding to 10-15 queries via chat, email, or phone
- Provided technical assistance for questions and problems
- Resolved problems with networks and other computer systems
- Diagnosed system errors and other issues
- Followed up with customers to ensure full resolution of issues
- Requested feedback and/or monitoring calls and other methods of correspondence to improve training methods
- Performed reports to analyze common complaints and problems
- Installed or changed software to fix issues
- Remotely accessed hardware or software for clients to make changes and fix problems
Behavior Specialist
Saint Cloud District
Saint Cloud, MN
06.2019 - 06.2021
- Executed client activities, support groups and field trips
- Followed standard admissions procedures and documentation requirements for all client intakes
- Maintained security throughout school buildings and on field trips
- Supervised student behavior during daily academic routines to secure safety of students and staff
- Maintained accurate and confidential records of assigned students
Education
Bachelor of Science - Information Technology
Grand Canyon University
Phoenix, AZ 10.2021 - Current
Cybersecurity Analyst Certification - Cybersecurity Analyst
Pre School
St. Louis 02.2022 - 07.2022
Boot Camp - Cybersecurity
University of Minnesota - Twin Cities
Minneapolis, MN 03.2021 - 08.2021
High School Diploma -
Technical High School
ST Cloud MN 08.2015 - 05.2018
Skills
Desktop support
Technical issues analysis
Wide-area Networks
Customer service expert
Issue troubleshooting
Application support
Account management
Ticket support system management
Wireshark software
Critical thinking skills
Incident Response Management
Accomplishments
- Accomplished Cybersecurity bootcamp certification and obtained an internship as a help desk.
- Resolved product issue through consumer testing.
- I accomplished Cybersecutiy Analyst Bootcamp
- Educated management on how to minimize risk of cybersecurity attacks.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
IT Security Automation
TEKsystems
04.2022 - 07.2022
Cybersecurity Analyst Certification - Cybersecurity Analyst
Pre School
02.2022 - 07.2022
Technology Support Specialist
CentraCare Health - St. Cloud Hospital
01.2022 - Current
Bachelor of Science - Information Technology
Grand Canyon University
10.2021 - Current
IT Intern/Desk Service
Great River Federal Credit Union
09.2021 - 12.2021
Help Desk Representative
24HR Homecare
06.2021 - 08.2021
Boot Camp - Cybersecurity
University of Minnesota - Twin Cities
03.2021 - 08.2021
Behavior Specialist
Saint Cloud District
06.2019 - 06.2021
High School Diploma -
Technical High School
08.2015 - 05.2018