IBRAHIM ABDULLAHI
Greenbelt
Summary
Results-driven Desktop Support Engineer with over 3 years of experience at NSR PETROL SERVICES, specializing in system performance enhancement and customer satisfaction through expert resolution of complex technical issues. Proficient in data backup and recovery, consistently improving help desk ticket resolution times while delivering exceptional end-user support. Strong foundation in installing, configuring, and maintaining desktop and laptop computers, personal and network printers, and various applications, along with a solid understanding of TCP/IP protocols. Recognized for effective collaboration with team members and adaptability to evolving requirements, showcasing outstanding problem-solving abilities and a commitment to delivering high-quality technical support.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
NSR PETROL SERVICES
12.2022 - 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 workstations 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
09.2021 - 11.2022
- 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 - Software Engineering
Kampala University
Kampala Ug03-2019
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
- Data backup and recovery
- Windows operating system
- Remote desktop support
- End user support
- Technical support
- Ticketing system proficiency
- Printer and peripheral support
- Hardware installation
- Software installation
- Active Directory management
- Issue resolution
- Mobile device management
- Adaptability to change
- Mac OS operating system
- Troubleshooting and diagnosis
- Hardware and software upgrades
- System configuration
Certification
- [Technical Support Certificate], [IBM] - [Jan 2026]
- [Technical Support Certificate], [Google] - [Jan 2026]
Timeline
Desktop Support Engineer
NSR PETROL SERVICES
12.2022 - Current
Technical Support Engineer
GrubHub
09.2021 - 11.2022
Bachelor of Science - Software Engineering
Kampala University