MOHAMED ALI
Newark,USA
Summary
Bilingual IT Support and Mobile Device Management Specialist with over 7 years of experience supporting and deploying large-scale enterprise environments across healthcare and corporate sectors. Proven expertise in managing over 120,000 devices across iOS, Android, macOS, and Windows platforms. Skilled in MDM solutions including VMware Workspace ONE, MobileIron, and Jamf. Adept at automating workflows using API integrations, leading major iPhone refresh projects, and deploying enterprise hardware including Macs and Canon copiers. Strong background in troubleshooting, training, and collaborating with cross-functional teams to improve operational efficiency. Fluent in English and Arabic, with hands-on experience in mobile app development and scripting.
Overview
8
8
years of professional experience
Work History
Information Center Analyst – Desktop Engineering
Christiana Care Health Systems
05.2021 - Current
- Managed and provided technical support for over 10,000 iOS, Android, Mac, and Windows devices.
- Setup, configured, and installed new Workspace ONE instances.
- Conducted regular analysis of technical support metrics to identify areas for improvement, including response times, resolution rates, and customer satisfaction.
- Developed and delivered technical training programs to enhance the skills and knowledge of the technical support team, improving their ability to troubleshoot and provide exceptional customer service.
- Collaborated with software developers to identify and resolve technical issues within Workspace ONE instances.
- Ensured technical support staff were up-to-date with the latest updates and advancements in Workspace ONE technology.
- Experience with Windows XP, 7, 10 Pro, CCE devices, Canon copiers, and scanners.
- Proficient in installations, configurations, and support of various copiers and scanners, including Canon and Amber.
- Interacted with Active Directory (AD) and IT security teams for deployment.
- Familiarity with VMware Workspace ONE UEM, MobileIron, and Jamf.
IT Contractor – IPhone Refresh Project
Christianacare Health System
05.2018 - Current
- Hired to support a large-scale enterprise iPhone refresh initiative; contract extended due to exceptional performance and technical contributions.
- Assisted hardware support team with device setup, configuration, and deployment across clinical and administrative departments.
- Provided technical support for Windows, iOS, Android, and macOS devices, ensuring minimal disruption to end users.
- Reduced downtime by proactively identifying potential risks and resolving them before escalation into critical incidents.
- Improved system efficiency by quickly resolving hardware/software issues and minimizing ticket backlog.
- Supported hardware lifecycle decisions by assisting in the evaluation and selection of new components compatible with existing systems.
- Promoted Agile practices within the IT support team, encouraging flexible, collaborative problem-solving across tasks and mini-projects.
Associate Computer Support Analyst
Christianacare Care Health System
04.2019 - 05.2021
- Resolved complex technical issues through remote and onsite troubleshooting, reducing system downtime and improving user productivity.
- Developed a streamlined process for managing IT support tickets, improving response times and increasing customer satisfaction.
- Conducted regular backups of critical data to ensure business continuity and rapid recovery from system failures or data loss.
- Collaborated with cross-functional teams to implement seamless system upgrades and minimize disruptions.
- Provided hardware and software support for over 120,000 PCs, laptops, mobile devices, and peripherals.
- Led the rollout of Canon copiers across all hospital locations, managing installation, testing, and end-user support.
- Supported various hospital systems, including telecom, GetWell TV, and nurse call systems.
- Partnered with Active Directory and IT Security teams for user provisioning and secure application deployment.
- Experienced with Windows XP, 7, 10 Pro, and CCE devices in healthcare environments.
- Proficient in the installation, configuration, and support of Canon and Amber copiers and scanners.
Technical Support
mARROWS wIRELESS
08.2017 - 01.2018
- Phone & Laptops
- Screen Replacements
- Update Computer & iPhone Operating Systems
- Troubleshooting Various Devices
- Customer Service
Education
Associate of Sciences - Computer information System
Delaware Technical Community College
Wilmington, De07.2025
Skills
- Skills
- Bilingual Fluency: English, Arabic
- Programming Languages: Java, HTML, Python
- Mobile Development: Android & iOS Applications
- Troubleshooting: Expert in diagnosing and resolving technical issues across platforms
- Mobile Device Management (MDM): Workspace ONE UEM, MobileIron, Jamf
- Platforms: iOS, Android, macOS, Windows XP/7/10 Pro
- Scripting & Automation: API integration (Workspace ONE), MobileTools automation suite
- Deployment Tools: Imprivata GroundControl, device imaging & provisioning systems
- Hardware Support: PCs, Laptops, Canon & Amber copiers/scanners, CCE devices
- Enterprise Tools: Active Directory, Group Policy, IT ticketing systems
- Networking: Basic support for telecom, GetWell TV, and nurse call systems
- Device Lifecycle Management
- Remote Troubleshooting & Issue Resolution
- System Migrations & Upgrades
- Technical Documentation & End-User Training
- Cross-Functional Team Collaboration
- Process Improvement & Workflow Automation
- Agile Methodologies
- Technical Training
LANGUAGES
Arabic
English
Timeline
Information Center Analyst – Desktop Engineering
Christiana Care Health Systems
05.2021 - Current
Associate Computer Support Analyst
Christianacare Care Health System
04.2019 - 05.2021
IT Contractor – IPhone Refresh Project
Christianacare Health System
05.2018 - Current
Technical Support
mARROWS wIRELESS
08.2017 - 01.2018
Associate of Sciences - Computer information System
Delaware Technical Community College
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