MOHAMED INSAF
Virtusa
Skokie,IL
1
Certification
4
years of professional experience
Detail-oriented Network Administrator with a BEng (Hons) in Computer Networking and expertise in Cisco routing and switching, Active Directory, and Microsoft Azure. Experienced in network troubleshooting and documentation, leveraging customer service skills gained in a fast-paced environment. Engages effectively with teams to resolve issues and enhance network performance.
Work History
Technical Support Engineer
1 Year- Provided technical support to customers by troubleshooting and resolving hardware and software issues.
- Troubleshot Windows, Linux, and network issues for enterprise users.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Guided users through VPN, email, and access issues.
- Monitored application alerts through Splunk and vendor dashboards.
- Coordinated with development teams on production defect resolution.
- Documented support steps in knowledge base articles.
- Escalated priority cases using clear updates and status notes.
- Configured, maintained, and monitored computer systems for optimal performance.
- Created user accounts in Active Directory while maintaining proper security protocols.
- Coordinated with vendors and external support teams to resolve third-party software issues.
- Adapted communication style to effectively convey technical information to non-technical audiences.
- Analyzed customer feedback to develop targeted improvements in technical support services.
- Delivered after-hours support to maintain system availability.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
Support Analyst
9 Months- Resolved customer support tickets for SLT Mobitel mobile and broadband services.
- Assisted customers with billing queries, account updates, and service activations.
- Explained SLT Mobitel service procedures and guided users through troubleshooting steps.
- Logged issues in CRM systems and tracked case status for SLT Mobitel users.
- Documented call details, complaint records, and support actions in internal systems.
Junior Technical Assistant
8 Months- Supported HCL service desk users with routine technical requests.
- Guided users through password resets and account access steps.
- Resolved desktop issues using remote troubleshooting tools.
- Logged incidents in HCL ticketing system and updated case notes.
- Documented support actions following HCL process guidelines.
- Provided technical assistance to customers by responding to inquiries and resolving customer issues.
- Created detailed documentation for all IT related activities such as support tickets, installation procedures.
- Conducted tests to ensure functionality of newly installed hardware or software components.
- Coordinated with vendors regarding purchase orders for IT equipment.
- Performed regular maintenance on computers including patching, updating antivirus definitions.
Network Administrator
1 Year 2 Months- Configured and maintained Cisco routers and switches to ensure network reliability and performance.
- Managed campus network switches, routers, and wireless access points.
- Diagnosed and resolved cable, Wi-Fi, and device connectivity issues to restore user access.
- Managed user and guest accounts in Active Directory to support secure access and user management.
- Maintained comprehensive network documentation and device records to facilitate troubleshooting and compliance.
- Collaborated with team members to troubleshoot and resolve technical issues, enhancing team effectiveness.
- Documented network changes, backups, support tickets to ensure accurate historical records and facilitate future problem resolution.
Education
GCE Ordinary Level
BEng (Hons) - Computer Networking
Skills
Cisco Routing & Switching | Network Troubleshooting | Active Directory Management | Azure fundamentals | Network Documentation | PC & Hardware Support | Data Entry & Reporting | Technical Support | Customer Service | Team Collaboration
Customer Engagement
Incident Management
System Monitoring
VPN troubleshooting
Certification
- Cisco Certified Entry Network Technician (CCENT)
- Cisco Certified Network Associate (CCNA)
- Cisco Certified Network Professional (CCNP)
- Microsoft Azure Fundamentals (AZ-900)
- Network Essentials
LANGUAGES
Personal Information
Timeline
Technical Support Engineer
Virtusa
12.2024 - 12.2025Read More
Support Analyst
SLT Mobitel
12.2023 - 09.2024Read More
Junior Technical Assistant
HCL
06.2023 - 02.2024Read More
Network Administrator
Active Network Campus
02.2022 - 04.2023Read More
Wisdom International College
GCE Ordinary Level
01.2019Read More
London Metropolitan University
BEng (Hons) from Computer Networking
Read More