Muhammad Usammah
Bolingbrook,IL
Summary
Solutions-focused Desktop Support Lead known for productivity and efficiency in task completion. Specialize in troubleshooting, network management, and security protocols. Excel in communication, teamwork, and problem-solving to provide exceptional IT support and maintain operational excellence.
Overview
7
7
years of professional experience
Work History
Desktop Support Lead
Further enterprise solutions LLC
Minooka, IL
10.2022 - 11.2024
- Implemented proactive measures to prevent potential problems from occurring in the future.
- Collected, analyzed and reported on data for use in operational planning.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Provided technical assistance to end-users in resolving hardware, software and network related issues.
- Installed new workstations, laptops and other computer peripherals.
- Participated in project planning meetings to provide input on technical requirements.
- Performed system administration tasks such as server backups, patch management and software updates.
- Identified opportunities for process automation through scripting or other methods.
- Ensured compliance with company's policies concerning use of technology resources.
- Conducted regular training sessions for staff members on proper usage of technology tools.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Evaluated software or hardware to recommend improvements or upgrades.
- Troubleshooted network connectivity issues with routers, switches, firewalls and other networking equipment.
- Assisted in developing policies for data access control and system security protocols.
IT Support Specialist
Sublime Wireless
Janesville, Wisconsin
08.2020 - 09.2022
- Maintained up-to-date case documentation for future reference.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Performed regular maintenance checks on computer hardware components.
- Monitored IT use to maintain compliance with established processes, policies, and guidelines.
- Conducted workflow analysis, space design or cost comparison analysis.
- Developed and delivered training sessions to customers on how to use products more effectively.
- Responded promptly to service requests from staff members.
- Ensured compliance with established policies regarding information security.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Assisted in budget planning for IT expenditures, optimizing resource allocation.
- Tested hardware components prior to deployment in production environment.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
Help Desk Technician
Vastek
Chicago, Illinois
05.2018 - 07.2020
- Collected, analyzed and reported on data for use in operational planning.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Developed and maintained strong relations with customers to meet quality expectations.
- Conducted regular maintenance checks on equipment such as printers or scanners.
- Supported remote desktop connections for users requiring assistance offsite.
- Monitored performance and maintained systems according to requirements.
- Repaired damaged cables or replaced defective components as necessary.
- Maintained records, logs, and lifecycle documentation of work requests.
- Participated in after-hours on-call rotation for critical support needs.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
Education
Associate of Science - Computer Science
College of DuPage
Glen Ellyn, IL05-2016
Skills
- Desktop virtualization
- End-user training
- Remote desktop support
- Patch management
- SQL expertise
- Operating systems
- Stakeholder management
- Software installation
- Data backup and recovery
- Ticketing system proficiency
- Hardware diagnostics
- Incident management
- Technical support expertise
- Mobile device management
Timeline
Desktop Support Lead
Further enterprise solutions LLC
10.2022 - 11.2024
IT Support Specialist
Sublime Wireless
08.2020 - 09.2022
Help Desk Technician
Vastek
05.2018 - 07.2020
Associate of Science - Computer Science
College of DuPage