Sadick Issah
Chicago,IL
Summary
Detail-oriented Help Desk Analyst with 5 years of experience diagnosing computer system inefficiencies and devising innovative solutions. Established authority on swift identification of IT deficiencies and accurate reporting to senior personnel for improvement. Team-oriented professional with inherently collaborative approach to project completion.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Junior System Administrator
Apollo Blue
05.2022 - Current
- Diagnoses and troubleshoots end user desktop application issues and provide appropriate solutions.
- Follow-up with end users to provide status updates as per service level guidelines (SLA's).
- Performs account management and maintenance for various applications and systems.
- Create and modifies user accounts and permissions, and performs password resets
- Communicates with customers at all levels of technical and non-technical skills sets.
- Follow all standard operating procedures (SOP) through as effective use of Knowledge management.
- Support for PCs, laptops, printers, cell phones, and tablets etc
- Support end users in their use of applications such as Microsoft Office, and other Line of Business.
- Assist with updating documentation within as organization, using applications such as Pass portal and Autotask.
- Assist with creating and running reports on an as needed basis to monitor client technology health and security.
- Reduced downtime during system upgrades by carefully planning and executing migration projects.
- Analyzed system logs for identifying potential issues before they escalated into larger problems.
Field Service Engineer
Dell Technologies
05.2021 - 04.2022
- Break/fix activities on a variety of computing hardware, including but not limited to system board swaps, display panel swaps, RAM upgrades, Hard drive replacement, operating system reloads via standard image, and BIOS upgrades, Firmware etc.
- Performed onsite installation, modification and maintenance of systems and equipment.
- Tested equipment performance and demonstrated operation and servicing of equipment to customer.
- Inspected equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures.
- Work well with others and share information across the organization to achieve company goals
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees.
Help Desk Support Specialist
TEKsystems
09.2019 - 04.2021
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices, and software to set up work stations for employees.
- Troubleshoot remote connection issues (VPN, Wi-Fi, MS Office 365 products).
- Install, make changes, and repair computer hardware and software imaging and deploying devices for users.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
Education
Associate of Applied Science - Network And Security Administration
Oakton Community College
05.2022
Skills
- Performance monitoring and reporting
- Data backup and recovery
- Active Directory
- Hardware and Software Configuration
- System Maintenance
- Technical Issues Analysis
- End-User Support
- User Awareness Training
- Offboarding and Onboarding
- Ticket Management
- Remote System Analysis
- Support Ticket System Management
- Network Configuration
- System monitoring
- Windows administration
- Network Troubleshooting
Certification
- CompTia Security+
https://drive.google.com/file/d/1wdc_SFzPNHXbZHYlzyeWyAy6aMu2g1ib/view?usp=sharing
- CyberOps Associate
https://www.credly.com/badges/87676c51-6bc0-4f22-8d6a-ceed605f66fc/public_url
- CompTia A+
https://drive.google.com/file/d/1PoEck9Xm8LAOJTezDBKTsZF7weY2B9yO/view?usp=sharing
Timeline
Junior System Administrator
Apollo Blue
05.2022 - Current
Field Service Engineer
Dell Technologies
05.2021 - 04.2022
Help Desk Support Specialist
TEKsystems
09.2019 - 04.2021
Associate of Applied Science - Network And Security Administration
Oakton Community College
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