Omar Khan
Albany,OR
Summary
Highly skilled IT Service Desk Engineer with extensive experience managing hardware, software, and network-related issues. Adept at resolving complex technical problems efficiently while maintaining high standards of service. Expertise in various SaaS tools, including Google Workspace, Duo, Okta, Jamf, and Jira Service Desk. Strong problem-solving skills combined with a talent for mentoring junior team members and enhancing operational processes. Previous Manager and Leadership Experience as a General Manager, and SERVE ERG Lead. A Veteran of the US Army and Honorably Medically Retired.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Desk Engineer
08.2023 - Current
- Provided Tier 2 and Tier 3 support for hardware and software issues, ensuring minimal downtime for end-users
- Supported SaaS tools like Google Workspace, DUO, Okta, Jira, and JAMF, and addressed network-related problems
- Authored and maintained comprehensive technical documentation for future reference and training purposes
Senior Service Desk Engineer
Coinbase
08.2024 - 10.2024
- Troubleshot and resolved high-level issues in Okta, Google Workspace, DUO, and Jamf, providing expert-level technical support across the organization
- Mentored junior engineers, guiding them on best practices and troubleshooting methodologies
STA - Project Manager CSSA Team
Coinbase
02.2024 - 04.2024
- IVR flow clean-up: Walkthrough the IVR flows post migration and determine whether any logic will need to be updated, and partner with necessary teams to make adjustments.
- Partner with cross-functional teams to design our new direct dial IVR. Partner with other teams to prepare for International Launch into new markets.
- Partner with the other teams to A/B and Smoke Test features.
- Launching the new priority customer IVR menu. Review and optimize the IVR phone flows. Review and optimize the IVR automated flows and create additional guardrails.
Associate IT Service Desk Engineer
06.2021 - 08.2023
- Diagnosed and repaired various hardware and software issues, including network configurations, system updates, and mobile device management
- Facilitated knowledge transfer sessions between senior and junior engineers, enhancing the team's technical proficiency
IT/HR Manager
PNV Restaurants, Inc.
07.2016 - 04.2022
- Provided comprehensive IT support, from system setup and network troubleshooting to end-user training on POS systems and security protocols
- Managed all IT infrastructure, ensuring reliable performance and adherence to security standards
Education
Associate's Degree - Math and Science
Skills
- Advanced troubleshooting and problem resolution
- SaaS and system administration expertise (MacOS, Google Workspace, DUO, Okta, JAMF)
- Mentoring peers, both senior and junior
- SERVE-ERG Leader and POC
Certification
- Automation Pro II Workato
- Automation Pro I Workato
- Level One Administrator DUO
- Certified Duo Help Desk Administrator DUO
- Duo Device Trust
- Jamf Certified Admin (300)
- Jamf Certified Tech (200)
- Okta Essentials
- Microsoft: Windows Server Administration Fundamentals
- Microsoft Technology Associate: Security Fundamentals
Timeline
Senior Service Desk Engineer
Coinbase
08.2024 - 10.2024
STA - Project Manager CSSA Team
Coinbase
02.2024 - 04.2024
Service Desk Engineer
08.2023 - Current
Associate IT Service Desk Engineer
06.2021 - 08.2023
IT/HR Manager
PNV Restaurants, Inc.
07.2016 - 04.2022
Associate's Degree - Math and Science
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