SAID AMADU SUKA
Somerset,NJ
Summary
Results-driven IT professional adept in network infrastructure management and system administration. Successfully reduced incident response times by 25% and cut vendor-related downtime by 18%. Expertise includes optimizing IT processes, delivering technical support, and training teams on best practices. Results-driven IT professional adept in network infrastructure management and system administration. Successfully reduced incident response times by 25% and cut vendor-related downtime by 18%. Expertise includes optimizing IT processes, delivering technical support, and training teams on best practices. I offer creativity and critical thinking skills to help generate innovative ideas, utilize professional experience and skills to contribute to a growing and cohesive organization. Works well independently, or in a group. In-depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing customers and end-user support. Quickly identifies and resolves technical issues and concerns. Excellent communication and presentation capabilities. Detail-oriented IT Analyst with strong problem-solving skills and a passion for optimizing software and hardware systems. Experienced System Administrator with a proven track record of managing network infrastructure and ensuring system security.
Overview
1
1
Certification
10
10
years of professional experience
Work History
System Administrator (DTS Support)
SnipesUSA
Bensalem, Pennsylvania
08.2022 - Current
- Oversaw network and desktop support operations, achieving 98% SLA adherence across multiple locations.
- Configured user accounts and managed access permissions efficiently.
- Managed system updates and patches for network security.
- Monitored server performance and ensured optimal operation.
- Documented IT procedures and policies for user reference.
- Collaborated with teams to deploy new applications across systems.
- Trained staff on best practices for system usage and security protocols.
- Troubleshot application errors and provided technical support to end-users.
- Created user accounts and managed access rights for users.
- Configured and maintained system hardware, software and network components.
- Led helpdesk team, increasing customer satisfaction by 15% and reducing ticket backlog by 20%.
- Implemented ITIL frameworks, optimizing processes and reducing incident response times by 25%.
- Managed vendor relationships and SLAs, ensuring compliance and cutting downtime by 18%.
- Conducted end-user onboarding, training, and troubleshooting to enhance user experience.
- Deployed laptops via Intune, streamlining onboarding for new users.
- Monitored nightly backup statuses, managing user additions, deletions, and usage statistics.
- Installed and configured POS systems, providing ongoing support for credit card transactions.
Lead IT Support Analyst
InStore Audio Network
Princeton, New Jersey
12.2019 - 08.2022
- Served as senior escalation point for help desk tickets, resolving complex hardware, software, and LAN/WAN issues while ensuring clear communication and timely customer resolutions.
- Led advanced troubleshooting and root-cause analysis, identifying recurring issues and producing reports that improved system stability and reduced repeat incidents.
- Mentored and trained junior technicians and end users, enhancing troubleshooting skills and contributing to improved first-contact resolution rates.
- Led technical efforts for major hardware deployment projects, coordinating nationwide rollouts for large grocery retailers and achieving on-time, successful implementations.
IT Technician
Amazon Inc.
Carteret, New Jersey
01.2017 - 11.2019
- Installed and configured hardware/software for dozens of end users, ensuring systems were ready and fully operational.
- Resolved end-user technical issues by troubleshooting hardware, software, and network problems.
- Created clear technical procedures and user guides to streamline IT documentation, consolidating existing resources and standardizing formats.
- Maintained 99% stock accuracy in warehouse operations through receiving and verifying inbound/outbound products and assisting with cycle counts.
Education
Bachelor of Science - Information Technology
Kean University
Union, New Jersey05-2020
Skills
- Hyper-V and VMware administration
- SCCM and MDT management
- Remote support tools
- Endpoint protection solutions
- Firewall and network security
- TCP/IP and DNS configuration
- Network monitoring and analysis
- Microsoft Office Suite proficiency
- SharePoint and ServiceNow expertise
- Hardware support for Cisco and Dell
- IT troubleshooting and support
- Network infrastructure management
- System configuration and server administration
- Security management strategies
- Backup and recovery solutions
- IT project management skills
- Virtualization technologies management
- Scripting and automation techniques
- Vendor relationship management
- Data analysis capabilities
- Strategic planning expertise
- Effective communication skills
- Project leadership abilities
- Decision-making processes
- Problem-solving strategies
- Technical proficiency in IT
- User account management
- Helpdesk leadership
- Customer support
- End-user training
- Application deployment
- Desktop troubleshooting
- Windows administration
Certification
- C++
- Amazon Web Services
- Azure AD
Timeline
System Administrator (DTS Support)
SnipesUSA
08.2022 - Current
Lead IT Support Analyst
InStore Audio Network
12.2019 - 08.2022
IT Technician
Amazon Inc.
01.2017 - 11.2019
Bachelor of Science - Information Technology
Kean University