Mohamed Coulibaly

Silver Spring,MD

Summary

CompTIA A+ certified IT Professional with hands-on experience in identity management (Active Directory), enterprise ticketing systems, and cloud virtualization. Proven track record of delivering high-quality technical customer support, managing SLAs, and troubleshooting software/hardware issues under pressure. Combines continuous technical training with an elite customer-service background to ensure maximum system uptime and user satisfaction.

Overview

Certification

years of professional experience

Work History

Member Support Specialist

Jobskillshare

Silver Spring, MD

01.2024 - 05.2026

Troubleshot hardware and software issues to enhance user experience.
Provided prompt and effective support to members, addressing inquiries and resolving issues efficiently.
Developed and maintained comprehensive knowledge of services, enhancing member experience through informed assistance.
Provided technical support for network connectivity and system access.
Documented technical processes and solutions for future reference.
Monitored system performance, ensuring optimal functionality across platforms.
Created user accounts and assigned permissions.

IT Support & Systems Intern

Trinitech Consulting

Beltsville, MD

01.2025 - 01.2026

Supported seamless transition of virtual systems to AWS Cloud, enhancing operational efficiency for Windows and Linux platforms.
Managed installation and configuration of Windows Server, Red Hat Enterprise Linux (RHEL), and CentOS operating systems on VMware workstations, ensuring operational efficiency.
Executed routine system upgrades, software patches, and hardware maintenance to enhance data integrity.
Recorded system configurations and migration workflows to enhance team collaboration.
Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
Collaborated with teams to develop project proposals and presentations for client meetings.
Conducted market research to support strategic initiatives and enhance client recommendations.

Education

Bachelor of Science - Cyber Security

UMGC

College Park, MD

05-2028

Skills

Operating Systems: Windows 10/11, Windows Server, Linux (RHEL, CentOS)

Active Directory: User Management, Group Policy, OU structure

Cloud Services: Office 365, Exchange Online, Teams, AWS Cloud

Ticketing Systems: ServiceNow, Spiceworks, Jira

Networking: TCP/IP, DNS, DHCP, VPN

Hardware: Desktop/Laptop troubleshooting, printer support, mobile devices