SAMATAR AHMED
Tukwila,WA
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Associate II
Amazon
09.2020 - 04.2025
- Utilize Amazon ticketing tools to troubleshoot and resolve 10+ support desk tickets daily in order to enhance employee productivity
- Troubleshoot, re-image, and upgrade client devices when problems occur, using different sets of network devices daily that contribute to better accessibility of working equipment
- Imaging laptops for onboarding new hire using SCCM
- Deploy equipment in compliance with customer request and provide quality customer service and resolve inquiries as well as following up with customers
- Actively communicating with users and team members to prevent time and productivity loss
- Provided quality customer service and resolve inquiries as well as following up with customers
- Provide MacOS, Windows, iOS and Android support as well as remote support options
- Troubleshoot Outlook, O365 suite, and Dropbox
- Escalate issues to different teams that support internal tools to help resolve problems users are facing
- Use proprietary ticketing and case tracking systems to manage IT requests
- Provision and deploy new IT Equipment while working cross functionally with logistics and supply chain
- Use PowerShell and Active Directory to help troubleshoot O365 and user accounts
- Create and maintain knowledge base documentations
Ramp Operator
Delta Air Lines
06.2017 - 03.2021
- Follow protocol in separating all pieces of luggage based on flight and assure that the luggage is delivered to the correct destination for great customer service
- Adhere to strict protocols by properly balancing each flight when loading to make sure that it is safe and loaded in the assigned compartments and ready for departure at scheduled time
- Oversee safe operation of all ground support equipment and report immediately to the supervisor if any problems occur
- Measure load weights for various aircrafts, using charts and computers to ensure balance protection for the aircraft
Education
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Year Up
Seattle, WA04.2021
Associate of Arts and Sciences - AAS
Seattle Central College
Seattle, WA04.2021
Skills
- Microsoft Office Suite
- Mac OS/ Windows OS
- Troubleshooting
- Leadership
- Time Management
- Critical Thinking
- Networking Tools
- Linux OS
- Trouble Ticketing Tools
- Customer support
- Customer relations
- Documentation skills
- Ticket management
- Client communication
- Software troubleshooting
- Troubleshooting and Diagnostics
- Operating systems
- AV technical support
- Time management
- Problem-solving
LANGUAGE
Somali – Limited working proficiency
Certification
Comptia A+
Timeline
IT Support Associate II
Amazon
09.2020 - 04.2025
Ramp Operator
Delta Air Lines
06.2017 - 03.2021
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Year Up
Associate of Arts and Sciences - AAS
Seattle Central College
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