Jibril Aalaam
Palm Harbor,FL
Summary
Dynamic IT support professional with a focus on delivering high-quality technical assistance and optimizing user experiences. Expertise in troubleshooting complex hardware and software issues, managing device lifecycles, and ensuring compliance with security policies to enhance organizational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT System Administrator
Loggerhead Insurance
09.2023 - Current
- Administered Microsoft 365 and Intune, handling user provisioning, permissions, device compliance, and policy management.
- Performed advanced troubleshooting across M365, Intune, HubSpot, and Five9 to resolve complex system issues.
- Supported Five9 contact center operations, resolving login, routing, agent state, and call‑handling disruptions.
- Delivered remote workforce support, troubleshooting VPN, MFA, identity, endpoint, and connectivity issues.
- Resolved hardware, software, access, and system issues for both remote and in‑office employees.
- Triaged and prioritized tickets, maintaining ownership from intake through resolution.
- Executed system and endpoint patching and maintained accurate hardware/software inventory.
- Managed onboarding, role changes, and offboarding, ensuring secure access and Day‑1 readiness.
- Identified and implemented durable fixes for recurring issues and improved remote and contact center workflows.
- Contributed to process improvements, automation, integrations, and reporting across IT operations.
- Created and maintained SOPs, knowledge base articles, and troubleshooting documentation.
- Collaborated with internal teams and vendors to resolve issues impacting business operations.
IT Support Specialist
PeopleStrategy
08.2021 - 08.2023
- Built, supported, and deployed Windows 10/11 operating systems to end‑user devices.
- Provided onsite hardware support including laptop, hard drive, battery, and RAM replacements.
- Organized system activities such as maintenance events, backups, and disaster recovery drills.
- Managed onboarding and terminations, ensuring proper account setup and secure access.
- Created and managed Active Directory accounts, applying group policies and security groups.
- Installed and supported desktop/mobile devices, printers, peripherals, and wireless technologies.
- Maintained hardware and resolved technical issues through the JIRA ticketing system.
- Delivered remote support using Kaseya and RDP for Windows 10/11 environments.
- Supported VMware virtualization, building and assigning persistent and non‑persistent virtual desktops.
- Maintained proficiency with O365 applications to resolve end‑user issues effectively.
- Managed cloud‑based devices and servers via Qualys and ensured endpoint protection with Bitdefender.
- Provided third‑level support and troubleshooting for systems and network operations.
- Supported daily server, SaaS, networking, and IT service operations.
- Ensured reliability and performance through systems monitoring and infrastructure management.
- Assisted with and led project implementations, environment changes, and improvements.
- Analyzed and recommended enhancements to the existing IT environment.
- Ensured system availability through regular patching, upgrades, and backups.
- Remediated vulnerabilities and maintained compliance with policies and procedures.
- Created clear documentation and knowledge base articles.
IT Consultant
AAA
05.2021 - 08.2021
- Supported field deployment of new operating systems by performing Mobi‑Control device enrollment, configuration, and remote policy enforcement.
- Provided technical assistance for Microsoft Intune tablet provisioning, including compliance policy validation, profile assignment, and secure enrollment workflows.
- Oversaw IT project initiatives, coordinating with in‑house application support to maintain strict delivery timelines and ensure alignment with deployment requirements.
- Troubleshot hardware, software, and network issues in real time for field personnel, leveraging diagnostic tools and live remediation techniques.
- Performed console‑level configurations across enterprise management platforms to support device functionality, connectivity, and operational readiness.
- Contract | Barbeau Enterprises
Desktop Support Analyst
PSCU
05.2020 - 05.2021
- Performed desktop OS installations and upgrades from Windows 7 to Windows 10, including hardware prep, cabling, and network connectivity validation.
- Delivered real‑time ticket resolutions by monitoring and managing incidents through ServiceNow, ensuring rapid response and SLA adherence.
- Executed enterprise desktop support involving OS imaging/builds, fault diagnosis, and hardware component troubleshooting.
- Supported VMware VDI environments both remotely and on‑site, completing 15–25 tickets per day across persistent and non‑persistent desktops.
- Provided patch management and antivirus administration for desktops and laptops, ensuring compliance and endpoint security across distributed environments.
- Contract | Skybridge
Desktop Support Technician
PODS
04.2020 - 05.2020
- Guided full PC setups for over 600 desktops to enable remote work during the pandemic, including hardware installation and peripheral configuration.
- Created and managed VPCs through Citrix Director and Citrix Workspace to support remote user environments.
- Worked directly with employees to troubleshoot software errors, connectivity issues, and user‑related installation problems.
- Tracked and resolved computer system issues within agreed time limits, ensuring consistent SLA compliance.
- Contract | Russellane Technology
Desktop Support Analyst
Tech Data
08.2019 - 03.2020
- Expedited resolution of software and client‑application tickets, ensuring timely completion and SLA adherence.
- Worked independently and with network administrators to resolve user‑permission issues, troubleshoot printer access, and manage group permissions through Active Directory.
- Assisted with troubleshooting and deployment of new software across the environment.
- Provided technical leadership and mentoring to junior service desk team members.
- Utilized logistics and asset‑management systems to track inventory of equipment and hardware.
- Contract | Kelly Services
End User Computing Technician
Raymond James Financial Services, Inc
02.2018 - 08.2019
- Independently upgraded a fleet of 200+ desktops from Windows 7 to Windows 10, performing full configuration and troubleshooting across desktops, workstations, and servers.
- Utilized Microsoft Intune to enroll devices, enforce compliance, and maintain alignment with Information Security Policies.
- Participated in a desktop virtualization project migrating 200+ systems to support secure remote access.
- Managed virtual desktops and devices within a Citrix environment, ensuring stability and accessibility for remote users.
- Contract | DISYS
Freelance IT Support
Self Employed
03.2015 - 02.2018
- Provided 24/7 troubleshooting for equipment, systems, and connectivity issues, ensuring minimal downtime for clients across home, small‑business, and office environments.
- Specialized in data recovery and virus remediation, restoring critical data and strengthening system security for clients.
- Recommended, installed, tested, and supported software solutions to enhance functionality for instructional and administrative operations.
- Delivered independent contractor support for provisioning, diagnostics, and repairs of personal computers and desktops, including hardware replacement and system optimization.
Education
B.A.S. - Technology Management, Cybersecurity
SAINT PETERSBURG COLLEGE
Clearwater, FLSkills
- Core Technical Support
- Troubleshooting
- Incident Resolution
- Problem Resolution
- Application Configuration
- Device Management
- SCCM
- Intune
- Autopilot
- Azure
- VMware Virtualization
- Microsoft Exchange
- Citrix
- Cloud Integration
- Networking Topologies
- LAN
- Network Infrastructure
- DHCP
- VoIP
- RDP
- ManageEngine Service Desk
- Mobi-Control Administration
- Sophos
- BitLocker
- Qualys
- Bitdefender
- Symantec
- Malwarebytes
- Windows Defender
- Windows 7
- Windows 8
- Windows 10
- Windows 11
- MS Office Suite
- O365
- JIRA
- Kaseya
- Zoom
- Customer Service
- Client support
Certification
- Microsoft Azure Fundamentals
- Currently training for: Microsoft Certified: Azure Administrator Associate AZ-900
- Currently training for: Microsoft Certified: Endpoint Administrator Associate MD-102
References
James Buchert – CIO/Partner QuoteRush, 727-776-4326
Steven Payne CISSP, Former CTO of Peoplestrategy 850-737-0972
Keith Troutman, Manager, IT Infrastructure Peoplestrategy 317-418-7575
Adam Hand, Senior Infrastructure Engineer Peoplestrategy 415-690-0997
Jeffrey Lemus, It Support Technician Quoterush, LLC 727-647-9402
Timeline
IT System Administrator
Loggerhead Insurance
09.2023 - Current
IT Support Specialist
PeopleStrategy
08.2021 - 08.2023
IT Consultant
AAA
05.2021 - 08.2021
Desktop Support Analyst
PSCU
05.2020 - 05.2021
Desktop Support Technician
PODS
04.2020 - 05.2020
Desktop Support Analyst
Tech Data
08.2019 - 03.2020
End User Computing Technician
Raymond James Financial Services, Inc
02.2018 - 08.2019
Freelance IT Support
Self Employed
03.2015 - 02.2018
B.A.S. - Technology Management, Cybersecurity
SAINT PETERSBURG COLLEGE