- Martial Arts
- Gym Workouts
- Team Sports
- I participate in various sports activities for physical activity, camaraderie, and personal growth
- Mindfulness Practices
Jesai Ali
IT Support Specialist
Summary
Experienced Desktop Support Technician skilled in troubleshooting and maintaining a variety of devices, including Windows, macOS, and mobile devices. I manage 40+ support tickets weekly, assist with new hire setups, and ensure users have the tools they need to stay productive. Proficient in account management, inventory tracking, and cloud-based systems. Focused on continuous improvement and aiming to transition into Penetration Testing.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Desktop Support Technician
Cognizant Technologies Solutions
08.2024 - Current
- Serviced and maintained Lenovo T-Series, X13's, Yoga laptops, MacBook's, iPads, and iPhones and Androids for end users
- Managed inventory, provided loaner laptops, and ensured proper tracking of IT Assets.
- Utilized ServiceNow to handle and resolve 40+ tickets per week, covering hardware and software issues.
- Assisted new hires by setting up laptops, peripherals, and ensuring proper access to company systems.
- Provided troubleshooting and support for iPads, MacBook, and iPhones, ensuring seamless device functionality.
- Administered cloud-based Active Directory, unlocking user accounts and verifying software licenses.
- Provided technical support for Windows 11 devices, resolving software, network, and hardware issues to ensure optimal performance for end users.
IT Technician Intern
Merck Sharp & Dohme
01.2024 - 07.2024
- Collaborated with cross-functional teams to improve overall IT operations and user experience.
- Maintained up-to-date inventory records for all IT assets, allowing for efficient management and tracking of resources.
- Developed comprehensive documentation for IT systems and procedures, facilitating knowledge transfer and process standardization.
- Enhanced system performance by troubleshooting hardware and software issues.
- Streamlined processes by automating routine tasks, increasing operational efficiency across the organization.
- Re-imaged over 200 laptops a week
Exterminator
Action Pest Exterminating
08.2023 - 01.2024
- Developed customized treatment plans tailored to the specific needs of each client''s property, ensuring optimal effectiveness.
- Improved customer satisfaction by providing timely and efficient extermination services.
- Safeguarded public health by eliminating pests carrying diseases such as rodents or insects.
- Utilized environmentally conscious methods and products, reducing potential harm to wildlife and the ecosystem.
- Conducted follow-up visits after treatments were completed to ensure customer satisfaction and the absence of pests.
- Provided excellent customer service throughout the entire process from initial consultation to final treatment confirmation.
Education
High School Diploma -
Berkmar Highschool
Lilburn, GA 05.2001 -
Skills
Technical Support Experience
Client Support
Operating Systems: Windows 11, macOS, iOS
Hardware Support
User Account Management
IT Support Tools
Networking
Software Support: Microsoft 365
Device Deployment
Inventory Management
Communication
Time-Management
Affiliations
Year Up United Alumni
Certification
Google IT Support
Interests
Timeline
Desktop Support Technician
Cognizant Technologies Solutions
08.2024 - Current
IT Technician Intern
Merck Sharp & Dohme
01.2024 - 07.2024
Exterminator
Action Pest Exterminating
08.2023 - 01.2024
High School Diploma -
Berkmar Highschool
05.2001 -