IBRAHIM ABDULLAHI
Greenbelt,MD
Summary
Desktop Support Engineer with a proven track record at NSR PETROL SERVICES, enhancing system performance and customer satisfaction through expert resolution of complex technical issues. Skilled in Data Backup and Recovery and adept at providing end-user support, significantly improved help desk ticket resolution times. Demonstrates exceptional technical support and problem-solving abilities. Results-oriented Desktop Support Engineer with 3+ 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 Pro, macOS, and Active Directory. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail, and a methodical approach.
Overview
3
3
years of professional experience
Work History
Desktop Support Engineer
NSR PETROL SERVICES
2022.12 - Current
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Troubleshot potential problems and eliminate them before issues escalated or cascaded.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Streamlined ticketing process, improving response time and efficiency in issue resolution.
Technical Support Engineer
GrubHub
2021.09 - 2022.11
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Education
Bachelor of Science - Computer Science
UNIVERSITY OF DEBRECEN
HUNGARYBachelor of Science - Software Engineering
Kampala University
Uganda03.2019
Skills
- Windows Operating System
- Application installations
- Technical Support
- Hardware Installation
- Software Installation
- Mac OS Operating System
- Linux Environment
- Desktop support
- System Configuration
- Hardware and Software Configuration
- Laptop Servicing
- Software Upgrades
- Computer Diagnostics
Timeline
Desktop Support Engineer
NSR PETROL SERVICES
2022.12 - Current
Technical Support Engineer
GrubHub
2021.09 - 2022.11
Bachelor of Science - Computer Science
UNIVERSITY OF DEBRECEN
Bachelor of Science - Software Engineering
Kampala University
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