Mor Diop
Cincinnati,OH
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
4
4
years of professional experience
Work History
IT Help Desk II
Ortho Alliance
Cincinnati, OH
05.2023 - Current
- Took charge of managing user accounts which entailed creating, modifying or deleting them. Additionally responsible for handling password resets and ensuring correct access permissions across various operating systems, applications, and devices.
- Coordinated with vendors to procure and schedule installations for IT equipment, ensuring seamless operations and prompt issue resolution.
- Maintained meticulous records of technical issues and their resolutions, ensuring smooth workflow and future reference.
- Supervised the provision of loaner equipment and resolved any issues with device support for smooth operations.
- Facilitated informed decision-making by providing leadership and team members with comprehensive statistics and status reports.
- Delivered exceptional technical support for various equipment such as computers, printers, medical devices, and print servers.
- Collaborated with networking and systems teams to develop, execute, and resolve infrastructure issues to optimize performance and security.
- Ensured smooth operations by offering technical support to medical professionals and staff at multiple clinics.
- Managed and administered various platforms including Microsoft Exchange Admin, Jamf, Adobe NextGen, eFax, Duo, and Citrix in a highly efficient manner.
- Coordinated deployment and management of software updates, patches, and security configurations.
- Assisted network team in implementing improved solutions for network projects.
IT Help Desk Technician
University of Cincinnati
Cincinnati, OH
03.2022 - 05.2023
- Efficiently administered end-user devices and seamlessly supported day-to-day activities via phone or electronic channels.
- Installed, configured, and maintained company computers while promptly addressing technical issues to minimize downtime.
- Used strong analytical skills and technical expertise to diagnose and resolve various technical hardware and software issues.
- Identified recurring trends through data analysis and implemented strategic solutions for enhanced organizational effectiveness.
- Maintained precise tracking, routing, and documentation of problem resolutions to ensure precise record-keeping and efficient communication.
- Enhanced efficiency and promoted collaboration by coordinating cross-functional efforts in resolving technology challenges such as network connectivity problems, VPN issues, Duo authentication difficulties, web-based portal glitches, and wireless concerns.
- Empowered colleagues and end-users with problem-solving skills for efficient resolution of hardware and software problems.
Desk Mobile Analyst
DMI
Cincinnati, OH
11.2021 - 03.2022
- Offered guidance to users on effectively managing business phone plans through call, email, and chat mediums for optimized operations and increased user satisfaction.
- Effectively oversaw the ordering process of equipment on behalf of DMI customers, ensuring timely procurement and delivery.
- Succeeded in seamlessly integrating mobile phone activations into the organizational system.
- Managed and monitored wireless devices through the use of Mobile Device Management software, such as Intune, to maintain security and enforce compliance.
IT Co-op Student
University of Cincinnati
Cincinnati, OH
12.2020 - 08.2021
- As the first point of contact, I assisted customers with technical inquiries via phone or email, ensuring timely and efficient resolutions.
- Achieved improved TTCs by utilizing ServiceNow for clear and concise documentation of each call, ensuring accurate and comprehensive records.
- Troubleshot and resolved software application issues pertaining to University websites and services, optimizing operational efficiency.
- Streamlined daily Active Directory tasks, including executing password resets to ensure seamless user authentication and access management.
Education
Bachelor of Science - Information Technology
University of Cincinnati
Cincinnati, OH05-2021
Skills
- Team Management
- Microsoft Office
- Planning
- Data Entry
- Customer Service
- Dependable and Responsible
- Organizational Skills
- Recordkeeping
- Mobile Device Management
- Printer Support
- Asset Management
- Operating System Support
- System Configuration
- Active Directory Management
- Remote Desktop Support
- System Administration
- Product Troubleshooting
- Project Management
Languages
French
Limited
Accomplishments
- 3 Awards of Distinction for superior academic performance.
Timeline
IT Help Desk II
Ortho Alliance
05.2023 - Current
IT Help Desk Technician
University of Cincinnati
03.2022 - 05.2023
Desk Mobile Analyst
DMI
11.2021 - 03.2022
IT Co-op Student
University of Cincinnati
12.2020 - 08.2021
Bachelor of Science - Information Technology
University of Cincinnati
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