Ibrahim Musayayi
Orland Park,USA
Summary
IT Support Specialist with over 20 years of experience in diagnosing and resolving hardware, software, and network issues; recognized for reducing ticket resolution times by an average of two hours weekly while managing complex end-user challenges through ServiceNow and remote support. Achievements include optimizing SCCM imaging processes at NTT Data and streamlining Windows 10 deployments at Cognizant. Certified Ethical Hacker with expertise in cybersecurity measures to safeguard sensitive data.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
NTT Data
05.2023 - 02.2024
- Implemented SCCM to streamline Windows 10 deployments, leading to shaped configurations that positively affect productivity metrics, as indicated by improvement in satisfaction surveys
- Resolved complex technical challenges impacting end-users by performing in-depth troubleshooting on hardware components, software applications, and network configurations; accomplished an average response time under one hour during peak hours
- Configured over 50 workstations monthly by installing essential hardware and software packages, ensuring operational readiness and minimizing setup time to an average of just three hours per employee onboarding
- Addressed intricate technical challenges through effective use of ServiceNow and LogMeIn rescue; maintained high levels of user contentment, resulting in a significant decrease in major outage incidents by 25% over six months
- Administer user accounts, passwords, and permissions using Active Directory and other tools
- Cultivated effective dialogue channels with engineers during major outages, leading efforts that minimized crucial system downtimes lasting less than two hours on average per event while maintaining operational efficiency
- Streamlined the update process for company software applications, implementing an automated schedule that minimized manual intervention; the project resulted in an increase in efficiency ratings across departments as well as ensuring zero downtime during updates
Desktop Support Specialist
Cognizant
Northbrook, Illinois
11.2022 - 04.2023
- Company Overview: Cognizant Northbrook (Astellas Pharma), Illinois
- Designed the deployment process for Windows 10 workstations using SCCM, resulting in tailored configurations for employees that enhanced productivity metrics, the success of the build is reflected in progressed satisfaction surveys
- Crafted efficient desktop environments using targeted combinations of devices and settings, achieved measurable improvements as illustrated by the decrease of average troubleshooting requests per user to just two incidents per month
- Operated within the framework of the ServiceNow ticketing tool to systematically address more than 150 incoming service tickets weekly, achieving faster turnaround times without sacrificing quality or thoroughness during troubleshooting efforts
- Administered in-depth investigations into over 100 support requests each month via email, phone calls, and remote control software; ensured swift resolutions to maintain high end-user satisfaction levels across the organization
- Cognizant Northbrook (Astellas Pharma), Illinois
Mac Technician
Second Life Mac
Skokie, USA
10.2020 - 10.2021
- Executed the refurbishment process for over 150 Macbooks, iMacs, and iPads using Blancco Erasure Software; increased device readiness for resale by 40%, leading to a faster product turnaround time
- Orchestrated the successful deployment and upgrade of software and hardware across 100+ devices, ensuring minimal downtime during transitions while enhancing operational capabilities for end-users in a fast-paced environment
- Analyzed and optimized refurbishment protocols for Macbooks, iMacs, and iPads; implemented systematic changes that resulted in a reduction of turnaround time by 40%, thereby increasing overall operational efficiency
IT Support Specialist
Sinebhongo Technologies
Johannesburg, South Africa
01.2015 - 01.2020
- Company Overview: Johannesburg, Gauteng, South Africa
- Maintained IT equipment for more than 150 end-users; led troubleshooting efforts using ServiceNow to resolve issues swiftly, resulting in increased user contentment reflected through positive feedback scores exceeding 90%
- Instituted regular monitoring procedures for wireless networks alongside Firewall implementations which improved data traffic efficiency leading to enhanced system reliability crucial during peak business times with zero downtime achieved monthly
- Researched new technologies in networking systems and incorporated the most beneficial options into the current architecture
- Organized comprehensive user education on recognizing potential scams; facilitated hands-on demonstrations with real-time examples which led to better employee awareness scores by 60% according to post-training evaluations conducted quarterly
- Streamlined routine support activities by employing time-saving techniques that reduced ticket resolution times by an average of two hours per week, fostering enhanced service levels for end users across the organization
- Implemented critical system updates and patches and deployed robust backup policies, ensuring 100% uptime during peak operation hours and enhancing overall reliability of the organization's systems
- Enhanced IT inventory management and procurement processes, optimizing equipment acquisition workflows; reduced lead times by 15% while ensuring alignment with budgetary constraints
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system
- Executed comprehensive audits identifying recurring patterns leading to attempted breaches; presented findings highlighting three main vulnerability categories which drove immediate enhancements in organizational defenses against cyber threats
- Johannesburg, Gauteng, South Africa
Desktop Support Technician
Brimus Technologies
Johannesburg, South Africa
08.2005 - 12.2014
- Company Overview: Johannesburg, Gauteng, South Africa
- Customized the system, software, and hardware settings to meet the specific needs of each user
- Resolved high-priority hardware problems swiftly with a turnaround time averaging just one hour for urgent cases; achieved full compliance with internal service level agreements across all support requests handled during this period
- Replaced outdated computer parts with new technology to directly improve processing speeds by an average of 40%, leading to faster troubleshooting times for software issues reported by users
- Adjusted network setups following thorough assessments of performance metrics gathered during monthly reviews, securing continuous operation stability while reducing latency issues by an average of 15% throughout service periods
- Deployed updated hardware configurations along with advanced software applications to ensure compatibility in all operational layers; directly contributed to reducing downtime incidents from equipment failures by up to five instances monthly
- Established best practices guides tailored specifically for desktop support tasks making complex topics understandable, contributing towards reducing repeat inquiries about standard processes by approximately half over three months
- Johannesburg, Gauteng, South Africa
Education
Electrical and Electronics Engineering -
Rufus Giwa Polytechnic
Owo, Ondo StateMaster's Program - Cyber Security Expert, Introduction to Cyber Security, CompTIA Security+, CEH (V12) - Certified Ethical Hacker, Certified Information Systems Security Professional (CISSP), CompTIA Network + (N10-006), Certified Ethical Hacker
Simplilearn Solution Pvt Ltd
05.2023
Skills
- Desktop and Laptop Support
- Printer and Peripheral Support
- Active Directory Administration
- Support end-users
- Software and Hardware troubleshooting
- Windows operating systems (7, 8, 10 & 11)
- Remote Support Tools (eg TeamViewer, AnyDesk)
- Data Centre Support
- Maintain Network Infrastructure
- ServiceNow Application
- Network architecture understanding
- ITIL Framework Knowledge
- Troubleshoot connectivity
- Wireless networking
- Cisco router and switch security
- Remote desktop support
- Windows operating system
- Data backup and recovery
- End user support
- Application installations
- Ticketing system proficiency
- Help desk experience
- Technical support
- Printer and peripheral support
- Hardware installation
- Software installation
- Active Directory management
- System administration
- Technical support expertise
- Local area networking
- Hardware diagnostics
- IT security protocols
- Network connectivity
- Remote diagnostics
- Incident management
- Mobile device management
- IT security management
- Mac OS operating system
- Data security
- Virtualization technologies
- Linux environment
- Troubleshooting and Diagnostics
- Advanced troubleshooting
- Troubleshooting and diagnosis
- Network and server management
- Desktop support
- System configuration
- Teamwork and collaboration
- Remote technical support
- Laptop servicing
- Computer diagnostics
- Interpersonal skills
- VoIP installation
Certification
- Simplilearn Solution Pvt Ltd, 05/01/22, 05/31/23, Master's Program: Cyber Security Expert
- Introduction to Cyber Security
- CompTIA Security+ (SYO-601)
- CEH (V12) - Certified Ethical Hacker
- Certified Information Systems Security Professional (CISSP)
- CompTIA Network + (N10-006)
- Certified Ethical Hacker
Timeline
Desktop Support Engineer
NTT Data
05.2023 - 02.2024
Desktop Support Specialist
Cognizant
11.2022 - 04.2023
Mac Technician
Second Life Mac
10.2020 - 10.2021
IT Support Specialist
Sinebhongo Technologies
01.2015 - 01.2020
Desktop Support Technician
Brimus Technologies
08.2005 - 12.2014
Master's Program - Cyber Security Expert, Introduction to Cyber Security, CompTIA Security+, CEH (V12) - Certified Ethical Hacker, Certified Information Systems Security Professional (CISSP), CompTIA Network + (N10-006), Certified Ethical Hacker
Simplilearn Solution Pvt Ltd
Electrical and Electronics Engineering -
Rufus Giwa Polytechnic