Osirameh Garba
CACI
Greenbelt,MD
12
years of professional experience
Professional support specialist with strong background in troubleshooting, technical support, and customer service. Skilled in resolving hardware and software issues efficiently and effectively. Known for collaborative approach and adaptability to evolving needs, ensuring optimal team performance and user satisfaction. Reliable, resourceful, and focused on achieving results.
Work History
End User Support
1 Year 5 Months- Resolved escalated Tier 2/3 support tickets involving Windows, macOS, and mobile OS platforms, achieving a 95% first-call resolution rate.
- Diagnosed and resolved complex hardware, software, and network issues for 500+ users across multiple locations.
- Analyzed and remediated root causes of recurring desktop incidents, reducing ticket volume by 30% over six months.
- Provided hands-on support for system crashes, BSODs, boot failures, and application errors, minimizing downtime for critical users.
- Administered Active Directory: password resets, group policy enforcement, OU structure maintenance, and user provisioning/de-provisioning.
- Managed permissions for file servers and SharePoint using NTFS and security group access control models.
- Configured and deployed corporate devices using Microsoft Intune, enforcing compliance policies, app deployment, and security baselines.
- Troubleshot Intune-related issues including failed app deployments, compliance policy conflicts, and device enrollment errors (iOS, Android, Windows).
- Created and assigned configuration profiles (Wi-Fi, VPN, BitLocker, email) for automated provisioning of end-user devices.
- Delivered clear, empathetic support via phone, email, and remote tools (Bomgar, TeamViewer, RDP), maintaining high user satisfaction
- Supported O365 suite, Exchange Online, Teams, OneDrive, and SharePoint for over 700 users in a hybrid Microsoft 365 environment.
IT Support
9 Months- Resolved escalated Tier 2/3 support tickets involving Windows, macOS, and mobile OS platforms, achieving a 95% first-call resolution rate.
- Diagnosed and resolved complex hardware, software, and network issues for 500+ users across multiple locations.
- Analyzed and remediated root causes of recurring desktop incidents, reducing ticket volume by 30% over six months.
- Provided hands-on support for system crashes, BSODs, boot failures, and application errors, minimizing downtime for critical users.
- Administered Active Directory: password resets, group policy enforcement, OU structure maintenance, and user provisioning/de-provisioning.
- Managed permissions for file servers and SharePoint using NTFS and security group access control models.
- Configured and deployed corporate devices using Microsoft Intune, enforcing compliance policies, app deployment, and security baselines.
- Troubleshot Intune-related issues including failed app deployments, compliance policy conflicts, and device enrollment errors (iOS, Android, Windows).
- Created and assigned configuration profiles (Wi-Fi, VPN, BitLocker, email) for automated provisioning of end-user devices.
- Delivered clear, empathetic support via phone, email, and remote tools (Bomgar, TeamViewer, RDP), maintaining high user satisfaction
- Supported O365 suite, Exchange Online, Teams, OneDrive, and SharePoint for over 700 users in a hybrid Microsoft 365 environment.
HELP DESK ANALYST
1 Year 10 Months- Provide extensive help desk and desk-side support for 1,000+ military, civilian, and contractor personnel end users
- Classified technical and customer service experience providing, responsive, professional, communication, and overall knowledge to a large customer community
- Accurately help identify, prioritize, and oversee service requests logged within their established standards while multi-tasking other duties
- Performed imaging, software security, and updates on hardware to ensure government compliance
- Configured, managed, and troubleshot peripheral devices to include hardware replacement to restore communications systems and security
- Assisted clients via phone, in person, and computer with various needs including basic software/hardware troubleshooting, basic appointment book/register training, and database migrations
- Supported classified users as an administrator through Active Directory, SharePoint, Microsoft Office products, Microsoft Exchange/Outlook, and other Windows environments
- Assist customers with extensive troubleshooting, setup, and recreating outlook mail profiles
- Perform account creation, unlocks, deletions resets, utilizing windows-based Operating System (OS), and Windows technology
- Proven experience with Common Access Cards (CAC) and /PKI certificate
- Developed document standard operating procedures (SOP) to ensure service desk compliance
- Created, monitored, and resolved hardware, software, installation, printing, email, and operating issues through Remedy/ Service Now ticketing systems.
SYSTEMS ADMINISTRATOR
3 Years 4 Months- Performs systems administrative and operational duties on computer systems
- Maintain files as required by the vendor of custom design application
- Analyze, evaluate and test software and hardware problems
- Perform installation, planning and security of computer facilities
- Responsible for developing and maintaining systems configuration
- Prepare activity and progress reports regarding support activities
- Respond, investigate, and correct problems
- Acts as a technical resource for all users
- Contribute to finding improvements in the hardware, software or infrastructure related services
- Working to agreed SLA's in order to resolve customer issues in a timely manner
- Organize appropriate training and utilize commercial and government off-the-shelf products (COTS and GOTS)
- Install, troubleshoot, support and configuration of microcomputer hardware and software systems, to include servers
- Also performs same functions for peripheral devices such as modems, scanners, printers, and fax devices
- Provide troubleshooting diagnosis, and repair for microcomputer devices
- Install hardware and software applications on a myriad of computer devices
IT Specialist
1 Year 9 Months- Windows 10 deployment
- Use active directory to manage accounts
- Replace or migrate data on new or old computers
- Correctly managing image files and inventory
- Troubleshoot any issue that may occur related to network operations & end-user support
- Drag and drop
- Generate ServiceNow
HELPDESK TECH
2 Years 1 Month- Serves as point of contact for receipt of incoming service and status work calls from customers at naval bases located within (NDW)
- Evaluates requests for service and determines priority as emergency, or routine calls based on information received from customer based on established Service Operating Procedures (SOPs)
- Sorts trouble calls into work areas and geographic areas by priority and monitors for duplicate requests
- Generates REMEDY service requests as required and keeps customer informed of progress of request from initiation through closeout
- Provides periodic reporting of customer tickets and system generated alerts/alarms to supervisor
- Interfaces with Government and EICS contractors, as required
- Keeps supervisor advised of any abnormal delays which prevent completion of service request by agreed to due dates
Education
High School Diploma
Skills
Technical Support
Software Troubleshooting
Desktop support
User support
Client support
Ticket resolution management
Microsoft Windows
Operating Systems
LAN
Computer Networking
Data backup solutions
Microsoft Office
Microsoft Outlook
Customer Service
Proficient in Mac and PC systems
Client support
Timeline
End User Support
CACI
03.2025 - CurrentRead More
IT Support
APEX SYSTEMS
06.2024 - 03.2025Read More
HELP DESK ANALYST
SYNCHRON, LLC
06.2022 - 04.2024Read More
SYSTEMS ADMINISTRATOR
Insight Global
02.2019 - 06.2022Read More
IT Specialist
TEKSystems
02.2017 - 11.2018Read More
HELPDESK TECH
APEX SYSTEMS
01.2015 - 02.2017Read More
Tall Oaks High School
High School Diploma
Read More