Abdul Marrow

• Implemented over 1,063 technical solutions to solve customer issues and increase satisfaction.
• Documented 10,560 technical issues and solutions through ServiceNow to enable incident, requests, change management, tracking history to maintain accurate logs.
• Monitored all systems in operation and quickly troubleshot errors.
• Connected to over 600 end user computers using remote links to install programs and applications.
• Removed hundreds of malware, ransomware, and other threats from laptops and desktop systems.
• Installed and configured operating systems and applications on over 1500 laptops and desktops.
• Created over 1200 user accounts and assigned security permissions.
• Configured hardware, devices, and software to set up work stations for employees.
• Researched and identified hundreds of solutions to technical problems.
• Diagnosed and troubleshot hardware, software and network issues.
• Communicated with clients to verify roots and causes of computer problems.
• Installed and maintained hardware and computer peripherals to store tangible components.
• Upgraded multiple operating systems and computer software to perform compatibility with programs.
• Installed, configured and maintained 2560 computer systems and 3200 network connections.
• Maintained physical, virtual servers, and systems to keep networks fully operational during peak periods
• Configured and tested Windows Server operating systems with roles features.

• Communicated with over 200 clients monthly to verify roots and causes of computer problems.
• Implemented technical solutions for 500+ customer issues, resulting in 90% satisfaction rate.
• Upgraded operating systems and computer software on 350 machines to ensure compatibility with latest programs.
• Patched software on 250 devices and installed 100+ new versions to eliminate security vulnerabilities and protect data from potential breaches.
• Troubleshot average of 1500 incidents weekly reported by end-users, leading to 70% reduction in recurring system issues.
• Collaborated with upper management in 15 strategic meetings annually to drive strategy and implement new processes.
• Enhanced and reconstructed 250 computer systems annually, achieving 25% increase in operational efficiency.
• Redesigned 50+ user interfaces in span of six months to promote better functionality and user experience.
• Built virtual machines within a vSphere environment
• Created and configured Windows 10 and Windows Server OS to run within VMware Workstation Pro for analysis and testing of software applications.

• Configured hardware, devices, and software to set up 150+ work stations for employees annually.
• Installed and configured operating systems and applications on 400+ machines quarterly.
• Diagnosed and troubleshot 50+ hardware, software, and network issues weekly.
• Tested 20+ new software applications and hardware components monthly prior to deployment.
• Created 300+ user accounts and assigned permissions every quarter.
• Configured and tested 10+ new software applications and hardware devices weekly.
• Generated monthly reports, analyzing 5 key performance indicators, to track performance and detect trends.

Remote Support and Ticketing
• Managed remote workstations and devices using Bomgar, enabling streamlined support and quick issue resolution.

Data Center Installation and Rack Configuration
• Oversaw the installation and setup of Oracle and Sun compute racks, exceeding performance benchmarks and deadlines.

Power Distribution and Cabling
• Coordinated the setup of 15kVA 3-Phase PDUs, ensuring reliable power distribution across computing racks.

Security and Anti-Virus
• Led anti-virus strategy using multiple platforms such as Kaspersky, and provided on-site hardening support.

Database and SQL
• Engineered SQL databases, emphasizing robust information security measures and meeting client-specific requirements.

Hardware Maintenance and Repair
• Executed rapid hardware replacements and backups, minimizing system downtime and enhancing operational efficiency.

Network and Infrastructure
• Conducted thorough analyses and upgrades of client networks, effectively mitigating vulnerabilities and boosting performance.

Mobile Device Management and Deployment:
• Leveraged VMware's AirWatch for MDM, and orchestrated the large-scale deployment of 150 workstations.

Customer Service
• Prioritized customer satisfaction through responsive service, effective communication, and issue resolution.