Customer Service Software

Mohamed Jalloh

*** ******* ***

Jersey City, NJ *7307

Tel: 201-***-****

Email:****@****.***

Summary: Broad knowledge of hardware, software, and networking technologies to

provide a powerful combination of analysis, implementation, and support. Experience in system

and network administration and engineering, hardware evaluations, systems and network security.

Objective: Provide networks, systems, and security experience, knowledge, and solutions in a

system and network-diverse environment. Protect confidentiality, integrity, and availability of

information systems. Learn and experience mentor and share.

Professional Experience

I.B.M, Piscataway, NJ

System/ Desktop Support Engineer 2007-Present

• Responsible for performing technical services for IBM customers with

accountability for customer satisfaction.

• Hardware, Software & Networking maintenance, repairs, modification,

upgrades, installation, discontinuance, and relocation software application

support.

• Installing the basic OS, hardware and the supporting software as per the

guidelines of the organization.

• Performs problem determination and repairs using standard techniques,

service aids and resources.

• Perform software installation, upgrades/patches, troubleshooting, and

maintenance on Windows servers.

• Maintained backup schedules for server storage. Read and interpreted

UNIX logs.

• Configure and resolve VPN connectivity issues for end users.

• Defined and implemented Active Directory and related services

• Knowledge of client/server architecture, Windows for Workgroups,

Windows NT Advanced Server, Microsoft SQL Server

Vonage, Holmdel, NJ

I.T Technical Support Tier 2 2004-2007

• Set up LAN Networks daily and troubleshooting networks.

• Voluminous knowledge of general troubleshooting of computer hardware

and computer network.

• Monitored and troubleshot LAN, installed and configured routers and

switches, and generated weekly reports .

• Prepared information security evaluation for new projects.

• Maintenance of firewall using Linux.

• Responsible for maintaining the security system and improve new security

technologies.

• Responsible for firewall/LAN integration and compatibility, ongoing

administration, and system backups

• Routers configuration (Cisco, Linksys, Dlink etc).

• VOIP setup and configuration, and wireless network configuration.

• Computer hardware and other peripheral installation.

• IP addressing. TCP/IP protocol implementation.

• Daily usage of windows XP, Vista and Mac OS in network configuration.

• Monitored and troubleshot LAN, installed and configured routers and

switches, and generated weekly reports;

• Harddrive reimaging, ghosting and reconfiguratin. (SATA, SAS)

Coca-Cola, Parsippany, NJ

Tier II Help Desk Support 2003-2004

• Performed desktop support to over 475 employees in person and by

telephone.

• Planned, developed, and led interactive skill-building software training

classes for clients and personnel.

• Provided software training on an individual and small group basis within

a classroom setting.

• Played a key role in ensuring a proficient workforce and significantly

reducing system downtime.

• Assisted in troubleshooting user problems relating to Operating System

issues (Win9x, NT, and Win 2000), Network Connectivity, TCP/IP

configuration, upgrades, MS Office products and Internet connectivity.

• Performed upgrades, installation of software and drivers and essential

desktop troubleshooting.

• Deployed updates, service packs and hot fixes using Windows

• Update, Automatic Updates, and Group Policies.

• Installed logical printers on a print server and preparing print server to

host clients. Troubleshooting hardware peripherals like printers modem

etc

• User rights and permission, disabling and enabling accounts, file and

folder permissions and configuring security templates as per need.

• Assisted on on-site visits and hardware troubleshooting and local system

upgrades.

AmeriSource Bergen Company, Thorafare, NJ 2001-2003

Computer Operator

• Operate all computer and auxiliary equipment, including large and small

scale electronic data processing systems, based on prescribed procedures.

• Operate peripheral equipment which includes mounting forms in

printers, and mounting tapes and disks on respective devices.

• Operate system console under the direction of a Lead Computer

Operator.

• Observe the operation of the computer and auxiliary equipment.

• Prepare equipment for operation.

• Perform after hours and weekend help desk functions.

• Demonstrate continuous effort to improve operations, decrease

turnaround times, streamline work processes, and work cooperatively

and jointly to provide quality seamless customer service.

• Received on-the-job and formal training in the operation of a variety of

computer and peripheral equipment.

• Learned to detect and initiate procedures to correct equipment

malfunctions.

• Learned to make adjustments to computer equipment using prescribed

operating procedures.

• Demonstrated continuous effort to improve operations, decrease

turnaround times, streamline work processes, and work cooperatively

and jointly to provide quality seamless customer service.

Education: New Jersey Institute of Technology Newark, NJ

Department of Information System

Masters of Information System, December 2010

Concentration: System Security

Minor- Networking

New Jersey Institute of Technology Newark, NJ

Department of Information Technology

Bachelor of Science May 2008

Concentration: Management in Information System

Dean’s list

Computer Skills: Proficient in Microsoft Office Programs. Remedy, IMAC, Active Directory,

Exchange Server. Windows 2003/2008 servers, Firewalls, DNS, TCP/IP, Java script, Visual Basic,

C++, C. AS400, SQL, Main Frame Servers, Linux. RAID. Wireshark, Firewalls, Intrusion

detection systems.

References: Will be furnished upon request.

Contact this candidate