Mina Fathalla
Tallahassee
Summary
Detail-oriented IT Support Specialist with 4+ years in Tier 1/2 support, Azure administration, and Active Directory management. Expertise in ServiceNow, Jira, D365, SQL, and scripting, focusing on incident trend analysis and process improvement to enhance system reliability and efficiency. Committed to leveraging technical troubleshooting and automation to optimize support operations.
Overview
6
6
years of professional experience
Work History
IT Support Specialist
Automated Health Systems
10.2025 - Current
- Provided Tier 1 and Tier 2 support for applications and servers, resolving incidents within target SLA windows.
- Administered Azure services, including Intune and Entra ID, to enhance secure device and identity management.
- Managed Active Directory accounts and group policies to ensure correct permissions and reduced access errors.
- Performed server maintenance and monitoring, which minimized recurring outages and increased system uptime.
- Analyzed support tickets to pinpoint recurring issues and implement process changes that streamlined ticket resolution and reduced volume.
Service Desk Specialist
Automated Health Systems
Tallahassee
08.2025 - 10.2025
- Managed incident queues in ServiceNow, Jira, and D365 to enhance response times and achieve measurable improvements.
- Troubleshot application, system, and network connectivity issues, minimizing repeat incidents and increasing uptime.
- Provisioned user accounts and updated permissions in Active Directory to ensure secure, timely access for staff.
- Documented resolutions and created knowledge-based articles to expedite team onboarding and streamline problem resolution.
- Analyzed incident trends in ServiceNow to identify root causes, leading to proactive solutions and a noticeable decrease in recurring issues.
Solutions Supervisor
U.S. Bank
remote
10.2022 - 08.2025
- Managed high-volume ticket resolution, enhancing response times and increasing team productivity.
- Managed high-volume ticket queues while maintaining SLA adherence and improving resolution consistency.
- Collaborated with compliance, technology, and operations to shorten resolution cycles and improve cross-team coordination.
- Conducted in-depth analysis of service trends, leading to strategic improvements that enhanced customer satisfaction and operational efficiency.
- Analyzed technical and service issue trends to implement process changes that reduced average ticket age.
- Developed metric-based tracking dashboards to monitor resolution performance and inform leadership decisions.
Senior Tech Advisor
Apple
06.2020 - 05.2022
- Delivered advanced technical support, providing exceptional customer service and IT training to new team members.
- Resolved complex customer inquiries by collaborating with engineers to troubleshoot backend IT issues.
- Managed and secured customer data from devices, ensuring compliance with IT security protocols.
- Organized and communicated technical issues effectively with backend engineers to expedite resolution.
- Maintained detailed records of technical interactions, enhancing problem resolution processes and customer service.
- Implemented IT solutions that streamlined customer support processes, boosting efficiency and customer satisfaction.
Education
Bachelor of Science - Cyber Security and Data Analytics
University of Arizona Global Campus
Remote08-2025
Skills
- Technical support
- Ticketing Systems
- Active Directory
- Cloud administration
- Microsoft SQL Server
- Microsoft Excel
- Data Analysis
- Python
- C#
- Technical Documentation
- Directory management
- Security Awareness
Timeline
IT Support Specialist
Automated Health Systems
10.2025 - Current
Service Desk Specialist
Automated Health Systems
08.2025 - 10.2025
Solutions Supervisor
U.S. Bank
10.2022 - 08.2025
Senior Tech Advisor
Apple
06.2020 - 05.2022
Bachelor of Science - Cyber Security and Data Analytics
University of Arizona Global Campus