Abraham J. Diop

Phone: 857-***-**** E-mail: ad0ja2@r.postjobfree.com Address: Norwood, MA

SKILLS

Customer Service Active Directory Troubleshooting

ServiceNow/Zendesk/Salesforce Windows/MacOS Google Admin iPhone/Mac hardware repairs TeamViewer/Bombgar FORTINET/MOX Zoom/Google Meet VPN Citrix

CERTIFICATIONS

CompTIA - IT Fundamentals June 2019

TECHNICAL EXPERIENCE

JLL/ T, Boston, MA June 2023 - Present

Tier II Support (Contract)

● Support users across the East Coast using Bombgar for efficient assistance.

● Utilize Teams & Outlook for communication within the team and with users.

● Manage users account through Sue system user engine (Active Directory)

● Employ PXE & Task Sequence Wizard to deploy images and support Windows 10 & 11 work environments

● Provide comprehensive support to users utilizing Mac OS through Jamf

● Monitor systems using Nexthink

● Employ cmd scripts to manipulate machines for updating and log retrieval, aiding in issue resolution. Wellesley College, Wellesley, MA January 2023 - June 2023

IT Helpdesk Support(Contract)

● Resolve users' hardware and software issues using Salesforce ticketing system

● Install new workstations, repair damaged hardware, and ensure the work meets the user and company needs

● Create documentation for staff and students to self diagnose issue

● Utilize Google Sheets to monitor and manage projects Fidelity Talent Source, Boston, MA April 2022 - October 2022 Tier II Support (Contract)

● Used ServiceNow to manage assets, and perform ticket management

● Provided support to users via phone or chat support using Bomgar

● Supported virtual machines that are hosted on Citrix

● Enforced IT policy to end user’s machines by removing software, installing company-approved software via internal tools

● Managed the logistical process of deploying replacement assets Shields Health Solutions, Stoughton, MA

IT Help Desk Technician(Contract) December 2021 - April 2022

● Monitored and resolved hardware and software issues in a ticket queue using Zendesk

● Deployed new user workstations in the office and shipped workstations to users via FedEx

Hingham Institution Of Savings, Hingham, MA October 2020 - December 2021 IT Apprentice

● Monitored the help desk queue using Asana

● Troubleshot users’ Windows laptop and desktop issues

● Managed and maintained company IT assets using Google Sheet

● Managed user accounts and groups utilizing Google Admin EDUCATION

Blue Hills Regional Technical School, Canton, MA June 2021 High school diploma

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