Samia Ahmed
Totowa,NJ
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users in MSP environment and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
Work History
Senior Service Desk Analyst
Micro Strategies Inc
Parsippany, New Jersey
06.2023 - Current
- Providing White Glove Support to VIP Client
- Troubleshoot end user users shared files issues with Sharepoint, OneDrive, Dropbox, Box and etc
- Worked with Client's Phone system such as Bviop, 3cx, Nextiva, Avaya, Dialpad, 8x8 and more
- Create New Users and Troubleshoot user accounts on AWS Portal
- Maintain DC and File server, apply Group Policy, manage Azure AD, Sharepoint, MDM, Duo, Intune Policy
- Setup, Troubleshoot Email issue for O365, G Suite, GoDaddy, Appriver
- Document user troubleshoot incidence and resolutions for future reference
- Trained new hire engineers with company data and worked with them continuously to make them part of the team.
- Optimize service desk performance by analyzing metrics and identifying areas for improvement.
- Reduce ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Manage high-priority incidents, coordinating resources and communication efforts to ensure swift resolution and minimal impact on business operations.
- Attend weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Diagnosed and troubleshot hardware, software and network issues.
- Leveraged remote support tools to resolve end-user issues more efficiently, decreasing wait times for assistance.
- Responded to user operational issues with desktop computers, laptops, Printers and mobile electronic devices to enable problem resolution.
- Championed a culture of continuous improvement within the service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients and Leading a team of 15 Engineers and working as escalation point.
Sr. Help Desk Support Specialist
IT BY DESIGN
Jersey City, Remote
08.2021 - 01.2023
- Assist client with installation, configuration and ongoing usability of the following: desktops, laptops, IOS devices, Android devices, printers, operating systems, and audio editing applications
- Help and troubleshoot End User's Issue with Citrix Profile, LogMeIn, VPN Connection with such as Windows VPN/SonicWall VPN/Meraki VPN/Datapipe VPN
- Ensure desktop computers, laptops and smart devices interconnect seamlessly with diverse systems including active directory, file-shares, printers, email, remote access and cloud based applications, Scan Setup
- Ensure Onboarding Requests from Clients regarding New Hire Employee Account Setup properly also take care of and Request for Terminated Employees as well
- Create New Users and Troubleshoot user accounts on AWS Portal
- Maintain DC and File server, apply Group Policy, manage Azure AD, Sharepoint, MDM, Duo, Intune Policy
- Troubleshoot and customize all Office 365 Application such as Word, Excel, Skype, Teams, Outlook, PowerPoint, OneDrive and More
- Setup, Troubleshoot Email issue for O365, G Suite, GoDaddy, Appriver.
HELPDESK TECHNICIAN
ICM
01.2019 - 01.2021
- Answering, evaluating and prioritizing the incoming telephone, voicemail and email requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies issues
- Used active directory to unlock and reset windows passwords, created user accounts and assigned passwords and group policies
- Created, monitored and tested Backups of critical files and applications within virtual environment using physical and virtual backup utilities
- Performed diagnostics: Troubleshot system issues, documented help desk tickets and resolutions and maintained equipment
- Troubleshoot problems with a variety of computer operating systems and hardware configuration as well as Printer and Phone Issue
- Maintained In House Inventory and Tracking all Equipment that has been sent to Clients Location
- Train end-users how to set up and use new technologies.
Mobility And Tech Sales Supervisor
Staples
01.2017 - 01.2019
- Setting goals for performance and deadlines in ways that comply with the company's plans and vision
- Target-driven Customer Service Representative with Excellent Record of Upgrading Services and Dealing with Conflict Situations especially in high-pressure conditions aspiring to apply professional prowess in customer service to grow local businesses
- Monitored Tech Inventory, Order New Items and Handled all the Delivery of the products
- Responsible for handling all the keys and closing the department including cash
- Monitored employee productivity and provided constructive feedback.
Education
Associate Degree in Information Technology -
PC AGE Career Institute
01.2020
Graduated -
John F. Kennedy High School
01.2014
Skills
- Attention to Details
- SLA Compliance
- Service Desk Team Management
- Tracking and Documentation
- Customer Communication and Empathy
- Expert Knowledge on MSP Ticket System such as Barracuda, CW Manage
- Expert Knowledge on RDP Tools such as Datto RMM, Avast RMM, LogMeIn, AWS, CW Automate and CW Control (ScreenConnect) and More
- Knowledge on Saas Application such as Adobe Creative Clouds Apps, Docusign, Zoom, JMP, GraphPad Prism, AutoCad, Quickbooks, Jira/Atlassian, Jamf MDM, Box Drive and more
- Knowledge on Phishing tools such as Proofpoint, Built In O365 Phishing Tools, Barracuda Email Security, Mimecast, Skout Cybersecurity
- Knowledge on Backup Services such as CrashPlan, Veeam Backup, Datto Backup, OneDrive
- Training and mentoring
- Technical documents comprehension
Timeline
Senior Service Desk Analyst
Micro Strategies Inc
06.2023 - Current
Sr. Help Desk Support Specialist
IT BY DESIGN
08.2021 - 01.2023
HELPDESK TECHNICIAN
ICM
01.2019 - 01.2021
Mobility And Tech Sales Supervisor
Staples
01.2017 - 01.2019
Associate Degree in Information Technology -
PC AGE Career Institute
Graduated -
John F. Kennedy High School