Mohamed Mohamed

Plymouth,USA

Summary

Technology Support Manager with 10+ years of experience leading IT support teams, optimizing end-user technology experiences, and embedding ITIL-based processes in dynamic environments. Proven ability to drive Microsoft 365 adoption, lead high-performing teams, improve service desk operations, and deliver measurable business value through proactive support and automation. Strong advocate for user satisfaction, operational efficiency, and cross-functional collaboration.

Overview

years of professional experience

Work History

Tech Support Lead

Allied Universal

Bloomington, MN

07.2024 - Current

Resolved 95% of end-user incidents on first contact, supporting Windows and macOS platforms.
Managed password resets, software installations, and troubleshooting via Active Directory.
Provided user access management, ensuring endpoint compliance and secure access.

Technical Support Manager

EverEve

Edina, MN

08.2022 - 02.2024

Managed Tier 1–3 support across 100+ locations, maintaining 90% SLA adherence.
Automated onboarding via Microsoft Power Automate, reducing manual effort by 50%.
Led warehouse IT migration project, delivered 3 weeks early and under budget by $20K.
Drove proactive issue resolution using Zendesk analytics, reducing repeat tickets by 45%.
Built and maintained a SharePoint knowledge base, raising satisfaction scores to 98%.
Monitored Microsoft 365 roadmap and led implementation of new features organization-wide.
Directed lifecycle management of AV equipment, laptops, desktops, and mobile devices.
Managed vendor relationships and executed IT procurement within a $75K savings target.

Sr. Service Desk Supervisor

Bailiwick Inc

Chaska, MN

01.2015 - 08.2022

Supervised and mentored a 15-member remote team, driving internal promotions and morale.
Oversaw national service dispatch and SLA performance using ServiceNow.
Led recurring issue reduction efforts using advanced reporting and root cause analysis.
Coordinated escalations with vendors and cybersecurity partners to protect user access.
Improved hardware logistics workflows, cutting average field resolution times by 25%.

Education

B.S. - Information Technology

Brown College

Eagan, MN

06.2012

Skills

Microsoft 365 Ecosystem (Teams, SharePoint, OneDrive, Outlook, Power Platform)
ITIL Framework & Service Desk Operations
Endpoint Lifecycle Management (Windows, macOS, Mobile Devices)
Vendor & Procurement Management
User Experience & Change Management
Power Automate / Workflow Automation

Active Directory / Group Management
Ticket Trend Analysis / Root Cause Resolution
Budgeting & Resource Planning
Team Leadership & Staff Development
Cybersecurity Coordination & Compliance Enforcement
Strategic Planning & Process Optimization

Certifications And Awards

Cisco Certified Network Associate (CCNA), 2020
Project Support Problem-Solver Award, 2019, 2020
Pursuing ITIL Intermediate certification, to deepen ITSM process optimization knowledge.

Timeline