Khalid Muhammad
Tracy,CA
Summary
Dynamic IT Support Manager with extensive experience in leading service desk operations, building high-performing teams, and optimizing IT workflows. Skilled in cross-functional team collaboration, vendor management, process automation, and developing metrics for management reporting. Proven track record in streamlining onboarding/offboarding processes, ensuring SLA compliance, and driving continuous improvement in IT service delivery.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Manager
Celito Tech
Redwood City, CA
05.2022 - 10.2024
- Company Overview: https://celitotech.com
- Led and developed a team of 5 IT technicians, setting goals, providing mentorship, and fostering professional growth, resulting in a 25% increase in team performance and customer satisfaction
- Established and automated onboarding/offboarding processes in collaboration with HR and Facilities, reducing manual tasks by 40% and improving operational efficiency
- Worked cross-functionally with HR, Facilities, and vendors to streamline IT service desk operations, ensuring seamless communication and resource management
- Developed key performance metrics and dashboards for management, providing actionable insights into team performance and service desk operations
- Managed vendor relationships, negotiating SLAs and ensuring timely issue resolution, consistently meeting or exceeding service expectations
- Led the implementation of an inventory management system, enhancing asset tracking and accountability for 100+ devices
- Spearheaded a successful migration from Microsoft Teams to Zoom, ensuring minimal disruption during the transition
- Delivered high-quality IT support for both on-site and remote teams, consistently meeting SLAs and ensuring a positive end-user experience
- Https://celitotech.com
Sr. IT Support
Ardelyx
Fremont, CA
12.2020 - 05.2022
- Company Overview: https://ardelyx.com
- Managed escalated service desk tickets, resolving complex IT issues for 500+ users, including executives, while maintaining an SLA compliance rate of 98%
- Built and trained a high-performing IT team, improving troubleshooting efficiency and overall service delivery
- Automated critical workflows using SCCM, reducing manual effort by 35% and improving patch management
- Collaborated with cross-functional teams on IT infrastructure upgrades, enhancing system performance and user experience across the organization
- Developed and maintained key operational metrics to track IT service performance and support continuous improvement
- Led backup and disaster recovery operations, ensuring 100% data integrity and minimal downtime
- Https://ardelyx.com
IT Specialist
Portola Pharmaceuticals
South San Francisco, CA
09.2018 - 12.2020
- Company Overview: https://portola.com
- Managed IT support for 200+ users, improving service reliability through proactive system monitoring and issue resolution
- Built and led IT onboarding processes, improving user setup times by 30% and enhancing new employee experience
- Supported conference room AV systems, ensuring seamless functionality for all meetings and presentations
- Assisted with SCCM deployment, automating software distribution and patch management for 100+ systems
- Https://portola.com
System Administrator
Intarcia Therapeutics, Inc.
Hayward, CA
01.2016 - 01.2018
- Company Overview: https://intarcia.com
- Administered Windows, Mac, and Unix systems, ensuring smooth operations for 1,000+ users
- Led the deployment and maintenance of Office 365 infrastructure, improving collaboration and system security
- Developed process improvements that reduced system downtime by 15% and improved ticket resolution times
- Https://intarcia.com
System Administrator
Alan Computech International
Union City, CA
01.2015 - 01.2016
- Company Overview: https://alancomputech.com
- Administered Windows Server environments and provided critical system support to ensure uptime and data integrity
- Assisted with disaster recovery planning and GPO management to enhance system stability
- Https://alancomputech.com
System Administrator
Fry's Electronics
Fremont, CA
01.2014 - 01.2015
- Company Overview: https://fryselectronics.com
- Provided 24/7 system support, ensuring infrastructure reliability across critical business functions
- Https://fryselectronics.com
Education
MCSE & MCSA - Information Technology
Greta De Montpellier
Montpellier, France01.2012
Bachelor’s Degree - Information Technology – IT-BTS
Lycee Georges Pompidou
Montpellier, France01.2011
Linux - CCNA, VMware Installation & Configuration
Ohlone College
Fremont, CASkills
- Windows Server
- Mac OS
- Linux
- Office 365
- Azure AD
- VMware ESXi
- Hyper-V
- SCCM
- ServiceNow
- SolarWinds
- Active Directory
- Exchange
- TCP/IP
- DNS
- DHCP
- VPN
- LAN/WAN
- Group Policies
- WSUS
- Security Patching
- Process automation
- Inventory management
- SLA management
- System backups
- AV systems
- Communications support
- Teamwork and collaboration
- Performance management
- Document management
- Training and mentoring
- Support services
- HR collaboration
- Technical support expertise
- Performance evaluations
Certification
- Linux System Administration I & II (LPI-1 & LPI-2)
- Network Security (Security+)
References
Available upon request.
Keyhighlights
- Team Leadership: Built and mentored high-performing IT teams, enhancing service delivery and user satisfaction.
- Process Automation: Automated key workflows, reducing manual tasks and improving overall efficiency.
- Vendor & SLA Management: Managed vendor relationships and ensured SLAs were consistently met.
- Metrics & Reporting: Developed and implemented reporting metrics for senior management to track IT service desk performance.
Timeline
IT Support Manager
Celito Tech
05.2022 - 10.2024
Sr. IT Support
Ardelyx
12.2020 - 05.2022
IT Specialist
Portola Pharmaceuticals
09.2018 - 12.2020
System Administrator
Intarcia Therapeutics, Inc.
01.2016 - 01.2018
System Administrator
Alan Computech International
01.2015 - 01.2016
System Administrator
Fry's Electronics
01.2014 - 01.2015
MCSE & MCSA - Information Technology
Greta De Montpellier
Bachelor’s Degree - Information Technology – IT-BTS
Lycee Georges Pompidou
Linux - CCNA, VMware Installation & Configuration
Ohlone College
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