Customer Service Manager

Omar Abdi, AS-CIS

T 414-***-**** E **********@*****.***

SUMMARY

IT professional with 17+ years of experience specializing in Windows-based environments, networking and TCP/IP. I have outstanding customer service skills resolving technical issues and educating end-users. I am a team player with clear goals of making contributions that are focused on the success of the organization’s objectives and my individual performance.

TECHNICAL & HARDWARE & SOFTWARE SKILLS

●Hardware Configuration

●Network Firewalls, wireless AP and switches (Cisco AirNet 1200,Airohive network, 3Com Switches, Hp Switches Dell Switches, Linksys Routers, and fortigate Firewalls, Sonicwall,Cisco 2800 switches Cisco ios Cisco routers)

●Desktop, laptop and tablet PC support (Dell desktops, IBM desktop, and Toshiba laptops and tablets) Wireless 802.11bg setup and troubleshoot the wireless access

●Client Side: MSOffice 97, 2000, and 2003, 2010 Project 2003, Outlook 2000/2003, Windows 9x, Windows NT, Windows XP, Windows Vista, Windows 7, Windows 8,Windows 10 and Macromedia Dream weaver.

●Server Side: SQL6.5 and 2000, 2005,2008 Windo ws NT Server, Windows 2000 Server, Windows 2000 Advanced Server, Windows 2003 Server, Windows 2008,Windows 2012 R2, Fail over Clustering,System Center Data protection,System Center Virtual Manager, Microsoft Exchange 2010, Windows Terminal Server and Veritas Backup Exec, Vmware ESXi, Microsoft Hyper-v, Microsoft System Center Configuration Manager Internet Protocols/Networking: LAN, WAN, POP, IMAP, SMTP, VPNs, DHCP, TCP/IP, WINS, DNS

●Network administration implemented backup system and disaster recovery plan.

●Maintained network security policy, addressed server security issues, and applied appropriate security patches and upgrades.

●Recommended, evaluated and purchased IT assets for different environments.

●Helpdesk support including, set up workstations and laptops for new employees, configured systems, ensured network connectivity, and installed and tested hardware and software.

●Desktop roll out installs moves add and imaging and deploying laptops and desktops.

●Provided staff training which increased business relations with co-workers and clients.

PROFESSIONAL Experience

Medpoint Family Care Center - Milwaukee, WI September 2009 to Present

IT Support

MFCC is privately owned health care facility with over 60 health care employees in three different locations.

●Responsible for all aspects of the WAN/LAN, including security, network performance and troubleshooting, software installation, service/server hardening and server/workstation deployment.

●Monitor network to ensure network availability to all system users and perform necessary maintenance to support network availability.

●Assist users and office personnel with hardware and software problems provided troubleshooting, and user desktop and network support through email, remote access tools and phone.

●In charge of the implementation and setup of the new Electronic Medical Record software and wrote the HIPPA guidelines for the system and HIPAA risk analysis for the clinic and supported different Electronic Software.

●Manage the conversation from old Electronic Medical software to new systems with the guidelines from the company.

Acra International, WI

Network Engineer (12/2014-present)

Acra is privately owned IT firm located in Milwaukee WI. Supporting clients all over Wisconsin. Acra uses Tickets system for clients to report their issues. I am Responsible of Responding to the Tickets depending on the severity and remote in to the clients and fix their issues. I am in charge of the upgrades of servers and maintain backup and disaster recovery for clients. Setup users in active directory and Exchange. one of the clients they have failover cluster with two nodes, and the virtual machines that include Domain Controller and DNS and DHCP server, and application servers. i Support and maintain the network and support any issue that arise.

MRSETHI -Milwaukee, WI January 2008 to July 2013

IT Support (05/2009-07/2013)

●Mrsethi is privately owned health care facility located in Milwaukee, WI. Responsible for all aspects of the WAN/LAN, including security, network performance and troubleshooting, software installation, service/server hardening and server/workstation deployment. setup the Database server and application server to make electronic medical work. Monitor network to ensure network availability to all system users and perform necessary maintenance to support network availability.

Internet Manager (1/2008-5/2009)

Telcom Somaliland – Hergeysa- Somaliland Telcom Somaliland is internet and voice company with three different locations.

●Managed the internet, as well as completed upgrades and maintained the systems, to ensure all equipment was up to date.

●Trained the IT departments to be more efficient and worked with the engineer departments on new design that had to with internet and voice.

Daar Engineering- Milwaukee, WI July 2007 to July 2008

Network Administrator

Daar engineering is Civil engineering company for both public and private sector.

●Responsible for the overall IT environment, including remote offices that were connected via point to point serial connection.

●Ensured that employees working in the field had access to data from the office via VPN.

●Responsible for maintaining the connection between the offices.

●Performed maintenance of personal computers and peripheral equipment.

●Maintained Sql server that was used for accounting software and setup wireless connection.

WMBOC - Milwaukee, WI September 2004 to 2005

Desktop Support

WMBOC is non-profit organization that helps minority companies identify contract opportunities from both private and public sector through an extensive database application.

●Handled the overall IT environment and server maintenance that ran the database application for the contracts, opportunities and notifications.

●Installed, configured, and administered the Microsoft Exchange Server.

●Preformed maintenance of personal computers and peripheral equipment.

●Responsible for identifying problems and providing appropriate solutions.

●In charge of developing a strategy to address future upgrades and needs of the target population of the database project, as well as planning, hiring and managing vendors for project plan and the overall setup.

Education

Milwaukee Area Technical College – Milwaukee, WI 2000

Associate Degree, Computer Information System

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