Khalid Adam
Iowa City
Summary
Information Technology professional with strong ability to manage and optimize IT systems. Demonstrates expertise in network administration, cybersecurity, and troubleshooting. Collaborative team player who adapts to changing needs and ensures seamless operations. Known for effective problem-solving and delivering results in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Information Technology Specialist
US Department of Veterans Affairs
07.2022 - Current
- Responsible for diagnosing and/or resolving problems in response to customer-reported incidents via IT support tickets, escalating problems to senior IT specialists as appropriate.
- Providing user management account support.
- Serves as a principal point of contact for resolving customer questions or problems concerning IT automation systems, software, and/or hardware problems, password security violations, and network troubles.
- Performs customer support services, including the installation and configuration of hardware and software for personal computer equipment; troubleshooting, customer assistance, and desk-side instructions in response to customer requirements.
- Assists in the review of user justifications and requirements for new or additional IT capabilities in the form of hardware, software, and/or communication equipment.
- Plans, organizes and distributes hardware.
- Maintains inventory of local application systems and software/hardware used.
- Assists in maintaining and supporting telecommunications systems configuration related to Moves, Adds, and Changes.
- Maintains and supports VoIP systems, mainly Cisco IP phones.
- Manage and secure mobile devices using AirWatch (MDM).
System Administrator
Veterans Engineering Inc
12.2021 - 07.2022
- Efficiently managed the flow of IT service requests using the ServiceNow ticketing system by assessing, prioritizing, and resolving tickets in a timely manner.
- Installed, configured, and upgraded desktops, laptops, and peripherals; imaged, and prepared systems for deployment to end users.
- Unboxed, organized, and distributed new IT equipment; maintained an accurate inventory of hardware, software, and local application systems.
- Provided technical support via phone, email, and chat; used remote tools such as RDP and BigFix to troubleshoot and resolve hardware and software issues.
Network Technical Support Tier 2
SONIFI Solutions, Inc.
02.2020 - 11.2021
- Provided technical support to internal and external customers via phone and email for a wide range of SONIFI products and services, including system upgrades, software, hardware, network infrastructure, and MATV systems.
- Performed remote diagnostics and troubleshooting to resolve issues related to internet connectivity, Chromecast integration, and hotel network access for guest devices.
- Maintained accurate and timely updates to customer records, support tickets, and service documentation using Salesforce.
- Collaborated with cross-functional teams to escalate and resolve complex technical issues, ensuring minimal service disruption, and high levels of customer satisfaction.
Guest Support Specialist
Ovation Networks
11.2020 - 03.2021
- Monitored network hardware to ensure optimal performance and uptime of routers, switches, firewalls, access points, and other critical infrastructure.
- Assisted clients in troubleshooting network connectivity issues, diagnosing server and network problems, and implementing effective resolutions.
- Supported end users and guests in connecting personal devices to secure and guest wireless networks, ensuring a seamless user experience.
CSM (Customer Service Manager)
Walmart
05.2018 - 12.2019
- Planned and directed staffing and training activities; assisted associates with tasks across various departments.
- Resolved customer complaints related to sales, service, and in-store experiences, ensuring customer satisfaction.
- Processed receipts, refunds, credits, and handled merchandise returns and exchanges in accordance with company policies.
- Managed daily till balancing for 40 cash registers, ensuring accuracy and accountability.
- Prepared daily cash and check deposits, and ordered change as needed to maintain operational efficiency.
- Troubleshot point-of-sale (POS) systems and computer-related issues at registers to minimize downtime.
Cashier
Walmart
03.2018 - 05.2018
- Processed customer transactions efficiently using POS systems.
- Assisted customers in locating products and resolving inquiries.
Education
Bachelor of Science - Information Technology
University of Phoenix
Phoenix, AZ04.2023
Course - Network and System Administration
DeltaV School
Cedar Rapids, IA02.2021
Associate of Applied Science - Computer Information Systems
Southeast Technical College
Sioux Falls, SD12.2019
Skills
- IT troubleshooting
- Problem-solving skills
- Information security
- End user support
- IT risk management
- Network administration
- Device configuration
- IT asset management
- Virtualization technologies
- Network diagnostics
- Desktop support
- Remote support
- Mobile device management
- VPNs and Remote Access
- VoIP and unified communications
- Staff education and training
- Multitasking
- Attention to detail
- Teamwork and collaboration
- Excellent interpersonal skills
Languages
Arabic
English
Timeline
Information Technology Specialist
US Department of Veterans Affairs
07.2022 - Current
System Administrator
Veterans Engineering Inc
12.2021 - 07.2022
Guest Support Specialist
Ovation Networks
11.2020 - 03.2021
Network Technical Support Tier 2
SONIFI Solutions, Inc.
02.2020 - 11.2021
CSM (Customer Service Manager)
Walmart
05.2018 - 12.2019
Cashier
Walmart
03.2018 - 05.2018
Course - Network and System Administration
DeltaV School
Associate of Applied Science - Computer Information Systems
Southeast Technical College
Bachelor of Science - Information Technology
University of Phoenix