Musa Ali
Carteret,NJ
Summary
Dynamic IT Support Specialist with a proven track record at Paterson Community Charter School, excelling in technical problem-solving and customer assistance. Expert in managing user accounts and troubleshooting student information systems, delivering effective solutions that enhance user experience and operational efficiency. Committed to fostering collaboration and ensuring seamless technology integration.
Overview
4
4
years of professional experience
Work History
IT Support Specialist
Paterson Community Charter School
Paterson, NJ
01.2025 - Current
- Resolved 20–30+ weekly Tier 1–2 support tickets, addressing login, access, and system issues for students and staff
- Improved system access efficiency by troubleshooting and resolving user account issues, reducing downtime during instructional hours
- Supported student information systems (SIS) workflows (PowerSchool familiarity) by assisting with data entry validation and grade checks
- Managed user accounts and rostering through platforms like Clever, ensuring accurate access to instructional tools
- Tracked and prioritized support requests using ticketing workflows similar to Zendesk, improving response and resolution time
- Collaborated with other staff members to support classroom technology and ensure readiness for daily instruction
- Delivered step-by-step technical guidance, increasing user self-sufficiency and reducing repeat support requests
Web Programmer & Desktop Support Specialist
Kean University
Union, NJ
07.2022 - 05.2024
- Provided technical support for 20+ users weekly, resolving software, access, and system-related issues
- Maintained and updated website content, improving accuracy and usability of digital information systems
- Tested and validated 10+ website features (forms, links, UI elements) to ensure functionality and reduce user errors
- Managed and resolved support requests in a ticket-based environment, prioritizing issues to meet deadlines and user needs
- Improved website reliability and user experience by identifying and fixing bugs and broken links
Education
Bachelor of Science - Computer Science
Kean University
Union, NJ05.2024
Skills
- K-12 Systems: PowerSchool (familiar), SIS, Clever
- Support: Ticketing Systems (Zendesk-style), Troubleshooting
- Technical problem-solving
- Customer technical assistance
- Task scheduling
- Software setup
- Programming: Java, Python, SQL, R
- Web: HTML, CSS, JavaScript, Nodejs, PHP
- Tools: MySQL, GitHub, Linux
Timeline
IT Support Specialist
Paterson Community Charter School
01.2025 - Current
Web Programmer & Desktop Support Specialist
Kean University
07.2022 - 05.2024
Bachelor of Science - Computer Science
Kean University