IBRAHIM MUSAYAYI
Orland Park,IL
Summary
Detail-oriented and highly motivated IT Support Specialist with 20 years of experience in providing technical support, resolving hardware and software issues, and ensuring optimal system performance. Proven ability to troubleshoot, diagnose, and resolve complex technical problems while delivering exceptional customer service. Adept at working in fast-paced environments and collaborating with cross-functional teams to meet business goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
NTT Data
01.2023 - 01.2024
- 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
- Administer user accounts, passwords, and permissions using Active Directory and other tools. Educated new users on Windows applications and Office 365 suite.
- Addressed intricate technical challenges through effective use of ServiceNow and Rescue LogMeIn
- 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 update
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
Desktop Support Specialist
Cognizant
01.2022 - 01.2023
- Administered in-depth investigations into over 100 support requests each month via email, phone calls, and remote-control software: to secure swift resolutions to maintain high end-user satisfaction levels across the organization
- 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 effort.
- Configured, imaged, and deployed desktops and laptops, reducing setup time and improving system reliability for new and existing employees.
- Set up wireless internet connectivity on eight hot desk workstations, as well as the wireless network access point.
Mac Technician
Second Life Mac
01.2020 - 01.2021
- Provided hardware and software support for macOS devices, including system setup, OS upgrades, and troubleshooting performance issues in a fast-paced environment.
- Performed diagnostics and repairs on Apple hardware such as MacBook, iMac, and peripherals, ensuring minimal downtime and high customer satisfaction.
- Configured and deployed Macs using MDM tools like JAMF or Apple Business Manager, supporting smooth onboarding and consistent device management.
IT Support Specialist
Sinebhongo Technologies
01.2015 - 01.2020
- Provided comprehensive Tier 1 and Tier 2 support for desktops, laptops, printers, and mobile devices across Windows and macOS environments, maintaining a 98% user satisfaction rating.
- Troubleshot hardware, software, and network connectivity issues, resolving 80% of tickets on first contact and reducing average response time by 30%.
- Assisted with deployment and imaging of new systems using tools like SCCM or Intune, Supporting seamless hardware rollouts and upgrades with minimal downtime.
- 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%
Desktop Support Technician
Brimus Technologies
01.2005 - 01.2014
- Customized the system, software, and hardware settings to meet the specific needs of each user
- Resolved high-priority hardware problems swiftly with a turnaround averaging just one hour for urgent cases; attained full compliance with internal service level agreements across all support requests handled during this period
- 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
- 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
- Ensured compatible hardware configurations and advanced software applications in all operational layers; directly contributed to reducing downtime incidents by five instances per month due to equipment failures
- Collaborated with network administrators to ensure seamless integration of desktop systems into the company's infrastructure.
Education
Bachelor of Engineering - Electrical and Electronics
Rufus Giwa Polytechnic
Owo, NigeriaSkills
- System Imaging & Deployment
- Customer Service Support
- Network Administration
- System Administration
- Hardware Troubleshooting
- Software Installation & Configuration
- Active Directory & User Management
- Microsoft SharePoint
- Ticketing & IT Service Management (ITSM)
- Office 365
- Microsoft Windows Server
- Microsoft Azure Administration
- End user support
- Remote desktop support
- Operating systems (Windows, IOS &Linux)
- Data backup and recovery
Certification
- CompTIA A+
- CompTIA Network +
- Certified Ethical Hacker (CEH V12)
- Microsoft Certified: Azure Administrator Associate
Timeline
Desktop Support Engineer
NTT Data
01.2023 - 01.2024
Desktop Support Specialist
Cognizant
01.2022 - 01.2023
Mac Technician
Second Life Mac
01.2020 - 01.2021
IT Support Specialist
Sinebhongo Technologies
01.2015 - 01.2020
Desktop Support Technician
Brimus Technologies
01.2005 - 01.2014
Bachelor of Engineering - Electrical and Electronics
Rufus Giwa Polytechnic
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