Ibrahima sadio

• Delivered high-quality, customer-focused service by proactively addressing complex technical issues and minimizing downtime.
• Reduced the support burden on Engineering teams by improving documentation, creating automation scripts, and leading root cause investigations on Rekor hardware products.
• Monitored Scout application, CJIS Hotlist server performance, and system uptime to ensure compliance, reliability, and uninterrupted law enforcement operations.
• Supported Operations and Sales teams on high-stakes projects including demos, customer onboarding, and large-scale deployments.
• Collaborated cross-functionally to ensure successful project execution and resolution of critical technical challenges.
• Acted as the primary escalation point for complex technical issues, ensuring continuity and reliability across key Rekor platform components.
• Administered and supported BackAdmin services, addressing issues related to hardware, operating systems, SDK licensing, and user escalations.
• Acted as the point of contact for resolving complex technical problems and ensuring service continuity across key components of the Rekor platform.

• Configured routers and switches for seamless integration with Rekor Mobile LPR in law enforcement vehicles.
• Assisted with troubleshooting complex problems related to system integration and network configuration.
• Assisted law enforcement customers with integrating hotlist files into their LPR systems, ensuring seamless data ingestion and CJIS compliance.
• Provided guidance on SFTP setup, file formatting, scheduling, and system validation during integration processes.
• Assisted customers with installation and configuration on-premise Linux endpoint servers as data destinations for LPR reads.
• Assisted with installation and automated Hotlist uploads to on-premise or cloud environments.
• Automated configuration and password updates on 300+ remote Linux edge devices and cameras nationwide.
• Supported parking management with integration of Rekor Scout Agent and gate access parking.
• Provided support to implementation teams during installations.

Monitored and troubleshot 300+ remote LPR edge devices nationwide, ensuring minimal downtime.

• Lead stand-up meetings with the support team to review progress on tasks.
• Manage the day-to-day operations associated with Technical Support ticket queue.
• Coordinated training for new support hire to ensure up-to-date product knowledge.
• Provided technical support to customers and troubleshoot software issues.
• Trained new employees on company policies and procedures related to customer service.
• Assisted in hiring new team members by conducting interviews and providing feedback during the selection process.
• Responded to user inquiries about hardware and software, explaining features and resolving questions.
• Maintained up-to-date knowledge of software and technical developments through reading and training.
• Provided production support for setup, configuration, and automation

Installed, troubleshot, and maintained Wi-Fi systems for the Washington Football Team during NFL home games, ensuring consistent, reliable connectivity.

Managed and updated assigned support tickets using Salesforce

Assisted clients with login issues via remote access (Bomgar) and performed basic network troubleshooting and Active Directory account management.

Installed cabling and cameras; provided support for video footage access.

• Developed troubleshooting software and scripts for Windows environments.
• Diagnosed WAN technologies including cellular, Ethernet, cable, and DSL.
• Resolved network security issues using VPNs (IPSec, Cisco, Client VPNs).
• Managed and troubleshot LANs, WANs, VPNs, VoIP gateways, and Active Directory applications.
• Installed, configured, and updated network hardware and firmware.
• Deployed applications and managed user logins regularly.
• Troubleshot routers, switches, firewalls, wireless systems, and end-user network clients.
• Installed cabling and cameras; provided support for video footage access.

Installed cabling and cameras; provided support for video footage access.Installed cabling and cameras; provided support for video footage access.