Ibrahim Daffe
Cincinnati
Summary
Resourceful IT Support Engineer known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software installation, and cybersecurity measures. Excel in problem-solving, communication, and time management, ensuring smooth technology operations and user support.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Support Engineer L2 (Contractor – GE Aerospace plant)
Qual IT Resources
05.2025 - Current
- Provide 2nd-level end-user support for desktops, laptops, mobile devices, and network printers in a global enterprise environment.
- Enrolled mobile devices into Intune deployed applications via the Company Portal
- Handled onboarding/offboarding tasks using Intune, Azure AD, and Microsoft 365 tool
- Utilize ServiceNow for incident tracking, documentation, and SLA compliance.
- Support engineering staff in setting up and maintaining specialized applications and tools.
- Assist in domain migrations, ensuring secure transfer of data and minimal downtime.
- Collaborate with infrastructure teams to monitor and maintain computing environments including systems software, directories, and management tools.
- Create and update technical documentation, knowledge base articles, and standard operating procedures.
- Coordinated hardware replacements and repairs with third-party vendors
- Participate in IT projects, ensuring timely delivery of assigned work packages.
IT Support (Contractor – Proctor and Gamble)
HCL America
10.2023 - 04.2025
- Provided face-to-face IT support and kiosk troubleshooting.
- Managed hardware repairs, password resets, and new hire onboarding.
- Administered 800+ onsite conference rooms and meeting setups.
- Supported Microsoft Office, SAP, Power BI, and Adobe products.
- Migrated user profiles using OneDrive.
- Managed mobile devices through MDM and asset return using CMDB.
- Assist remote users in resolving their software and hardware issues efficiently using Smart Hub
- Manage equipment returns, i.e., evaluate equipment condition, clean, possible repair, reset, update in the asset management solution (CMBD), and store in the warehouse
Clinical Pharmacy Technician
MedStar Health
Elkridge & Baltimore
01.2018 - 01.2021
- Maintained pharmacy systems, including Pyxis medication machines.
- Handled medication loading/unloading and system configuration.
- Processed prescription refills, updated insurance info, and resolved claim rejections.
- Mixed IV medications; trained new staff and documented protocols.
- Delivered first-level tech support via phone and email for inventory/order systems.
Field Service IT Pharmacy Technician
PharMerica
07.2015 - 05.2018
- Managed Pyxis systems across nursing homes in MD, VA, and DE.
- Installed and maintained PCs, network equipment, and scanners.
- Provided 24/7 on-call tech support and staff training.
- Handled user account management and general troubleshooting.
- Replaced monitors, keyboards, and resolved network/device issues.
Education
Bachelor of Science - Network Engineering and Security
Western Governors University
Ohio City, OH12-2027
Skills
- Windows 10 and 11
- MacOS
- Microsoft 365 and Intune
- Azure Active Directory
- Active Directory
- VPN configuration
- ServiceNow platform
- Microsoft Teams
- SharePoint collaboration
- SAP software
- Adobe Acrobat Pro
- Power BI analytics
- OneDrive cloud storage
Certification
- HP Service Qualification – Desktops, Workstations, Notebooks
- CCNA (In Progress)
Projects And Extracurricular
Intern Onboarding – P&G, Configured and deployed over 300 intern PCs with custom images and applications., Streamlined PC setup process, significantly improved efficiency and documentation., Troubleshot hardware/software issues and enhanced the overall intern experience.
Timeline
IT Support Engineer L2 (Contractor – GE Aerospace plant)
Qual IT Resources
05.2025 - Current
IT Support (Contractor – Proctor and Gamble)
HCL America
10.2023 - 04.2025
Clinical Pharmacy Technician
MedStar Health
01.2018 - 01.2021
Field Service IT Pharmacy Technician
PharMerica
07.2015 - 05.2018
Bachelor of Science - Network Engineering and Security
Western Governors University