Mohammad Imami
Annandale,United States
Summary
As an IT professional with a solid foundation in technical support and network troubleshooting, I am passionate about solving complex challenges and delivering high-quality solutions. My experience spans across various facets of IT, from providing frontline support as a Help Desk Specialist to managing IT systems with a focus on efficiency and user satisfaction. Throughout my career, I have honed my ability to quickly diagnose issues, implement effective solutions, and communicate technical information in a way that is clear and accessible to all users. My hands-on experience with a range of technologies, combined with my commitment to continuous learning, allows me to adapt to the ever-evolving IT landscape and contribute meaningfully to any organization. Currently, I am eager to leverage my skills in a dynamic environment where I can continue to grow professionally and help drive technological success. My goal is to be part of a forward-thinking team that values innovation, collaboration, and customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Aramark
08.2021 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Researched product and issue resolution tactics to address customer concerns
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Translated complex technical issues into digestible language for non-technical users
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Mobile Devices.
Help Desk Specialist
Aramark
08.2021 - 04.2022
- In my role as a Help Desk Specialist, I served as the first point of contact for end-users experiencing technical issues
- I was responsible for diagnosing and resolving a wide range of hardware and software problems, ensuring minimal disruption to daily operations
- My work involved delivering prompt and effective support, both remotely and on-site, while maintaining a high level of customer satisfaction
- During my time in this role, I managed help desk tickets, troubleshot system errors, configured and deployed software, and provided user training
- My strong communication skills allowed me to explain technical concepts clearly to non-technical users, fostering a user-friendly environment
- I also collaborated with IT teams to escalate and resolve complex issues, contributing to the overall efficiency and reliability of the organization's IT infrastructure.
Data Center Technician
Amazon Web Services (AWS)
01.2019 - 08.2021
- Infrastructure Management: Responsible for the installation, configuration, and maintenance of data center hardware, including servers, storage systems, and network equipment
- Troubleshooting and Support: Diagnosed and resolved hardware, software, and network issues to ensure optimal performance and minimal downtime
- Provided support for critical incidents and managed emergency situations efficiently
- System Monitoring: Monitored data center operations using various tools and dashboards to track performance, capacity, and security
- Implemented proactive measures to prevent potential issues
- Data Backup and Recovery: Managed data backup processes and disaster recovery procedures to ensure data integrity and availability
- Performed regular backups and tested recovery procedures
- Cable Management: Organized and maintained cabling infrastructure to ensure efficient and tidy setup
- Conducted routine audits and reconfiguration as needed
- Compliance and Documentation: Ensured adherence to industry standards and best practices, including health and safety regulations
- Documented configurations, changes, and procedures for future reference
- Project Coordination: Collaborated with other IT professionals and departments to support data center projects, including upgrades, migrations, and expansions
- Customer Service: Provided excellent service to internal and external stakeholders by addressing requests and resolving issues promptly and professionally
- Performance Optimization: Implemented and tested performance tuning and optimization strategies to enhance system efficiency and reliability.
Field Service Technician
AALSC
06.2017 - 01.2019
- Installing or upgrading equipment maintained by the company in various field locations
- Configuring hardware and software components after installation
- Performing routine maintenance on technology equipment
- Testing equipment to troubleshoot the issues
- Documenting installation and repairs.
Education
Bachelor of Science - Computer Science
University of Maryland Global Campus
Maryland02.2024
Skills
- Office 365
- Local Area Network (LAN)
- End-User Training
- Hardware Installation
- Software Deployment
- System Configuration
- Database Administration
- Server maintenance
- Network Administration
- Application support
- Help Desk Support
- Disaster Recovery Planning
- Security Protocols
- Incident Management
- Wireless Networking
- User Support
- Software diagnosis
- Network diagnostics
- Software Installation
Certification
- English Proficiency Certificate
- CompTIA IT Operations Specialist - CIOS Stackable Certification
- CompTIA A+ ce Certification
- CompTIA Network+ ce Certification
Personal Information
Title: IT Operations Specialist
Languages
English
Native or Bilingual
Persian
Native or Bilingual
Timeline
IT Technical Support Specialist
Aramark
08.2021 - Current
Help Desk Specialist
Aramark
08.2021 - 04.2022
Data Center Technician
Amazon Web Services (AWS)
01.2019 - 08.2021
Field Service Technician
AALSC
06.2017 - 01.2019
Bachelor of Science - Computer Science
University of Maryland Global Campus
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