Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Omar Ali

End user support
Crowley,TX

Summary

Highly skilled and motivated IT professional with over three years of experience in system operations, network administration, and technical support. Proven track record in troubleshooting complex system issues, performing system maintenance, and providing exceptional IT support. Adept at collaborating with cross-functional teams to ensure seamless transitions and high levels of customer satisfaction. Seeking to leverage expertise to contribute to a dynamic Systems Operations Engineer role.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Technical Support Lead

Ryder System, Inc.
Dallas, United States
03.2024 - Current
  • Led a team of support specialists in providing exceptional IT support to internal customers across multiple geographical locations.
  • Troubleshot complex system issues and coordinated escalations from Tier 1 and Tier 2 support teams.
  • Performed system maintenance, including monthly patching, vulnerability remediation, and system updates.
  • Supported and administered branch networks, Citrix, Office 365, Active Directory, Group Policy, Azure AD, Windows, and VMware.
  • Developed and documented plans for investing in core system architecture, identifying cost reduction opportunities.
  • Collaborated with internal and client teams to ensure seamless transitions from legacy environments to new cloud infrastructure.
  • Maintained and updated configuration management databases (CMDB), Visio diagrams, and project deliverables.

Technical Administrator

Ryder System, Inc.
Dallas, United States
08.2021 - Current
  • Provided technical support to users regarding hardware, software, and networking issues.
  • Installed and configured operating systems, software applications, and system management tools.
  • Monitored system performance and implemented strategies for improvement.
  • Performed routine maintenance on servers to ensure optimal performance of the IT infrastructure.
  • Resolved network connectivity problems by troubleshooting hardware and software components.
  • Created user accounts with appropriate privileges in accordance with organizational policies.
  • Trained and directed users on the correct use of software and hardware within systems.
  • Created online technical documentation to help employees resolve day-to-day issues.
  • Diagnosed, troubleshot, and resolved hardware and system problems.
  • Consulted users to determine areas in need of improvement.
  • Configured, monitored, and maintained email applications or virus protection software.
  • Designed, configured, and tested computer hardware and operating system software.

End User Support Specialist

EPAM Systems
Texas, United States
06.2018 - 08.2019
  • Assisted with troubleshooting hardware and software issues.
  • Provided technical support to end users in person, via phone, and email.
  • Configured printers, scanners, and mobile devices according to organizational standards.
  • Monitored performance of IT systems proactively to ensure optimal functioning at all times.
  • Installed applications and operating systems on user machines.
  • Responded to IT service requests within SLA guidelines established by the organization.
  • Identified root cause of incidents reported by end users and implemented corrective actions accordingly.
  • Analyzed support tickets to identify trends and recommend product improvements to the development team.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.

Education

Associate's degree - Computer Science

Tarrant County College
01.2018

Master's degree - Computer Science

University of North Texas

Skills

  • Technical Support: Troubleshooting, Incident Management, IT Helpdesk, Service Desk
  • System Administration: Windows Server, Windows 10, Active Directory, Group Policy
  • Network Administration: TCP/IP, DNS, DHCP, VPN, LAN/WAN, Network Security
  • Cloud Platforms: Azure AD, VMware, Citrix
  • Scripting: PowerShell, Python, Bash
  • Documentation: Technical Documentation, Visio, CMDB
  • Database Management: SQL, MySQL, PostgreSQL
  • Office Productivity: Microsoft Office Suite, Google Workspace

Certification

  • IBM IT Support Specialization
  • IBM Cybersecurity Analyst Specialization
  • Google Cybersecurity Specialization
  • Cisco Certified Network Associate Security (CCNA)
  • CompTIA a+ Cyber
  • CompTIA a+ Network
  • CompTIA ITF+ Certification (with Honors)
  • ISC2 cybersecurity

Timeline

Technical Support Lead

Ryder System, Inc.
03.2024 - Current

Technical Administrator

Ryder System, Inc.
08.2021 - Current

End User Support Specialist

EPAM Systems
06.2018 - 08.2019

Associate's degree - Computer Science

Tarrant County College

Master's degree - Computer Science

University of North Texas

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