Software Technical Support
Resume:
Muhammed Shedie
******.*@***.***
Columbus Ohio 43202
OBJECTIVE
To obtain an experience oriented position which incorporates my unique technical abilities into
the best fit for your organization
EDUCATION
The Ohio State University, Columbus, OH
B.A. Computer Science minor in Business, August 26, 2007
Columbus State Community College, Columbus, OH
A.S. Math and Science, August 20, 2003
Graduated Cum Laude
Inducted into Phi Theta Kappa Honor Society
EXPERIENCE
OCIO Customer Experience Service Desk Analyst, Columbus, Ohio
Systems Specialist (April 2012 to Present)
•Guided end users through troubleshooting procedures; and provided technical assistance in
the setup, installation, and configuration of university desktop software and hardware
•Improved upon skills in Active Directory 2008 R2, and Microsoft Exchange Server 2010 for
user account management
•Took ownership of interactions with users, in order to utilize appropriate follow-through, and
timely problem\incident resolution according to department ITIL standards
•Gained technical skills configuring Android, Windows, and Apple I Phones for wireless
connectivity
Pearson Education Technical Support Department, Columbus, Ohio
Technical Support Analyst level 1 (Oct 27 2009 to April 2012)
•Gained experience with account management in Microsoft Exchange Server 2010 for user
administration
•Utilized Active Directory 2008 R2 training to delete, update, and create accounts
•Gained software trouble shooting expertise working with various operating systems like
Microsoft XP, Windows 7, Windows 8, Mac OS 10.6.8, and Mac OS 10.7
•Utilized documentation skills to describe user software issues that needed to be escalated
to Pearson Software Development teams
•Learned to effectively organized and prioritize ticketing issues within Remedy and
Changepoint to quickly resolve and document end user issues
•Underwent company mandated training for ITIL V2 and V3
Ohio State University Main Library I.T. Department, Columbus, Ohio
Information Technology student assistant level 2 (June 2005 to Oct 2007)
•Experienced in Microsoft Outlook, Word, Microsoft Access, Microsoft Excel, and DOS
commands
•Received basic Active Directory and Microsoft Exchange Server training with Systems
Administrator
•Trained and gained practical experience using various operating systems like Microsoft
Windows 95, 98, 2000, XP, Vista, Linux Redhat, and the Unix Sun Solaris operating
system
•Fluent in the use of Remedy and Track-It problem/request tracking systems
•Experienced in trouble shooting of Palm Pilot, and Palm Treo devices
•Utilized hardware and software installation skills for support of 600 various Dell latitude
laptops, Dell /Gateway Macintosh Desktop PC’s in use by Ohio State University
Libraries
•Incorporated and utilized practical daily experience along with material previously learned in
(CSE 670) Computer Networks class to understand and assist in solving security
architecture/ design issues involving Ohio State University servers
•Performed and utilized basic Novell Netware skills for LAN management of library staff
member and patron PCs within the11 existing Ohio State Library Departments.
United States Army, Ft. Knox Kentucky
76 Yankee Army Supply Specialists (December 1990 to December 1999)
•Served as a supply/I.T. technical support specialist in the installation and support of 57
station pc networks utilized in the supply department of 2/6 Cavalry Headquarters and
Headquarters troop.
•Performed Database Management and records reconciliation including process updates to
computerized files for over 2,000 soldiers assigned to the 2/6 Cavalry HHT in Illeshiem
Germany.
•Integrated Windows 95, 98, AS/400, and a variety of other off the shelf and specialized
software packages for use in training personnel and the daily supply/logistical needs of
2/6 Cav HHT.
RELEVANT ACADEMIC COURSE WORK
•Currently taking a computer networking class at Columbus State Community College which
illuminates the basics of Computer Networks
•Computer Software Development Design and Documentation (CSE 221, 222 and 560)
utilized C++ to help document and code/build a compiler, a translator a linker/loader and
a parser as a part of a software component design project involving a group work was
done in the lab using the Unix operating system
•Integrated Senior Computer Software Engineering Capstone Project (CSE 758) utilized
documentation techniques and procedures learned in CSE 560, 616 and 757, 677, 670
to plan/document and implement an e-commerce website for a local entrepreneur
•Outcomes of this project included the maturation of team building skills gained in the
military and project management skills learned from my business background in the
successful implementation of an e-commerce website
•Another outcome was the development of a database system which incorporated MYSQL
relational database skills, the use of Visual Basic skills, Java Script, HTML and
Cascading Style Sheet skills to bring to life the e-commerce vision of a local
entrepreneur
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