Mohamed Ali
Denver,CO
Overview
3
3
years of professional experience
Work History
IT Support Technician
Lumen Technologies
08.2022 - Current
- Provide technical support to end-users for hardware, software, and network-related issues
- Efficiently troubleshoot and resolve issues for end-user devices, including PCs, laptops, tablets, and printers, ensuring optimal performance and minimal downtime."
- Administered Active Directory (AD) and Microsoft 365 accounts, handling password resets, group policy updates, email configurations, and permissions management.
- Deployed and troubleshot Windows 10/11 workstations, enterprise applications, and network-connected devices, ensuring smooth system performance.
- Managed IT asset inventory and hardware repairs, tracking equipment assignments, performing upgrades, and coordinating replacements.
Help Desk Specialist I
ClientSolv Technologies
12.2021 - 06.2022
- Provide Tier 1 support for end users, troubleshooting a variety of technical issues and escalating complex incidents to Tier 2 or Tier 3 as needed.
- Manage 50-100 daily support requests, efficiently diagnosing and resolving issues related to Windows 10/11, printers, Active Directory, and various hardware and software configurations."
- Utilize ServiceNow to document, track, and update ticket resolutions efficiently, ensuring accurate record-keeping and streamlined support.
Education
B.S. - Computer Information Systems
Metropolitan State University of Denver
08.2022
Skills
- Technical Troubleshooting
- Windows OS (10/11) Administration
- Active Directory Management
- Remote Desktop Support Tools (eg, Remote Desktop, DameWare, SCCM)
- Hardware and Software Installation/Configuration
- Network Troubleshooting (TCP/IP, DNS, DHCP)
- Microsoft 365 Administration
- Ticketing Systems (eg, ServiceNow)
- Printer and Peripheral Support
- Customer Service and Communication Skills
- Basic Knowledge of Security Practices
- Documentation and Knowledge Base Management
Timeline
IT Support Technician
Lumen Technologies
08.2022 - Current
Help Desk Specialist I
ClientSolv Technologies
12.2021 - 06.2022
B.S. - Computer Information Systems
Metropolitan State University of Denver
Similar Profiles
CELINE MARY SCELINE MARY S
Senior order management specialist at Lumen TechnologiesSenior order management specialist at Lumen Technologies
John HortonJohn Horton
Field Sales Representative at Lumen TechnologiesField Sales Representative at Lumen Technologies
Christian V. FrenchChristian V. French
Network Design and Configuration III at Lumen TechnologiesNetwork Design and Configuration III at Lumen Technologies
NAGENDRA RNAGENDRA R
Sr. Project Management Consultant II at Lumen TechnologiesSr. Project Management Consultant II at Lumen Technologies
YANELA OROZCOYANELA OROZCO
HR Benefits Coordinator/Employee Relations at Kleen-Tech ServicesHR Benefits Coordinator/Employee Relations at Kleen-Tech Services