Mahamed Yusuf
Alexandria,VA
Summary
Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 6 years of progressive IT experience.
Overview
7
7
years of professional experience
Work History
ServiceNow Administrator
Trustwave Government Solutions
01.2022 - 01.2024
- Enhanced system performance by optimizing ServiceNow configurations and customizations.
- Reduced service disruptions by proactively monitoring, diagnosing, and resolving incidents.
- Collaborated with cross-functional teams to develop efficient workflows for incident management.
- Monitored Monthly SLA Attainments for multiple Fortune 500 companies
- Improved end-user satisfaction by providing timely and accurate support for ServiceNow-related issues.
- Increased team productivity by creating custom dashboards, reports, and performance metrics in ServiceNow.
- Implemented advanced scripting techniques to automate routine tasks, saving time and resources for the IT department. (ITSM, ITSD, CSM, Auto-closure of tickets and etc)
- Trained end-users on how to effectively use ServiceNow features, resulting in increased adoption rates across departments.
Systems Administrator/DevOps Engineer
Trustwave Government Solutions
01.2022 - 01.2024
- Improved system performance by implementing server upgrades and hardware replacements.
- Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
- Enhanced system security with regular patch updates and vulnerability assessments.
- Ensured optimal server uptime, monitoring system health and performing routine maintenance.
- Performed Password/Account resets and unlocking users.
- Assisted in the onboarding process of new employees by setting up workstations, provisioning accounts, and providing initial IT training as necessary.
- Handled the companies provisions, deployments, and shipping for new hires, and terminated employees.
- Supported remote workforce needs by configuring secure VPN connections enabling them to access critical resources from any location.
- Assisted during any leadership conferences, and Summit events.
Computer Technician
Family Home Health
06.2019 - 01.2022
- Assist in the troubleshooting and resolving of software and hardware issues with multiple devices
- Routinely interfaced with internal clients, ensuring top level satisfaction with solutions delivery
- Installed and maintained software and hardware packages on machines and printers using SCCM
- Troubleshoot MACs, Linux, Window Machines, Android, and iOS mobile devices
- Provided remote assistance for users who need troubleshooting using RDP
- Imaging 200+ Windows 7/10 PC’s
- Moving new PC’s to correct OU in Active Directory
- Performing Password resets/Account unlocks in Active Directory
- Installing MS Office Suite
- Installing Medical software to Desktops and Pc’s
- Performing group policy updates on new existing employee’s PC’s
- Troubleshooting Issues pertaining to Java, printing, network connectivity issues medical software.
Intern
Robert Half Technology
11.2018 - 05.2019
- Assisted leadership and internal stakeholders with various issues
- Desktop Setup
- Ensured that all desktops setups were fully functional
- Desktop Support
- Provide constant technical support to all users in building
- Assisted in migrating over 800+ users to windows 10 machines
- Mapping network printers and drivers
- Directing and leading deployment of 5 team member
- Setting up A/V equipment in conference room.
Sales Associate
Tech Sales
10.2016 - 11.2018
- Worked for various retailers during this time including: Polo Ralph Lauren, Levi’s, and Nautica
- Handled day-to-day aspects of branch management including security protocols, point of sale transactions, and upselling/cross-selling.
Education
Associates of Applied Science, Information Technology -
Northern Virginia Community College
B.S in Information Technology Specializing in Networking and Cybersecurity -
Marymount University
05.2024
Skills
- Ability to multitask and adapt to a fast-paced environment
- Working knowledge of MS Office tools
- Basic knowledge of Active Directory, DNS, and AWS
- Ability to lead and also work as a group when needed
- Mobile device technician, skills in Mobile device management
- Problem Management
- ServiceNow Development
- User Experience Optimization
- Incident Management
- Asset Management
- SLA Configuration
- Workflow Design
Timeline
ServiceNow Administrator
Trustwave Government Solutions
01.2022 - 01.2024
Systems Administrator/DevOps Engineer
Trustwave Government Solutions
01.2022 - 01.2024
Computer Technician
Family Home Health
06.2019 - 01.2022
Intern
Robert Half Technology
11.2018 - 05.2019
Sales Associate
Tech Sales
10.2016 - 11.2018
Associates of Applied Science, Information Technology -
Northern Virginia Community College
B.S in Information Technology Specializing in Networking and Cybersecurity -
Marymount University
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