Fatima Aljafari

Redwood City, CA

650-***-****

ady71m@r.postjobfree.com https://www.linkedin.com/in/fatimaaljafari

PERSONAL SUMMARY:

Enthusiastic self-starter with five years of experience in the biotech, pharmaceutical and healthcare fields. Applied knowledge, updated and released quality-controlled documents and health care settings. Demonstrates exceptional teamwork, client relations, troubleshooting, and customer service skills to maintain IT Support Systems. Update Operating Systems. Supports and assists trainees and trained operators to process and release documents to meet company goals.

SKILLS:

■ Excellent communication skills

■ Skilled in Healthcare account receivable tasks

■ System Administration

■ Ability to work independently & part of a group

■ A high degree of customer service ethos

■ Knowledge of create Tickets System & Bug Reports

■ Hardware & Software management

■ Knowledge of AD, MDM & ITSM Service Now System

■ Microsoft & UL’s Compliance Wire LMS

■ Language English & Arabic

EXPERIENCE:

Desktop Support Technician 08/2022 – 06/2023

Gilead Science, Foster City, CA

Customer service focused and always incorporate the view of the end user in technical solutions.

Provide white glove support for VIP, Director and contractor users Resolve device & network authentication associated with server applications such as Active Directory & Okta Authenticator System

Troubleshoot & maintain Windows OS imaging related issues, hardware & driver issues

Managed and troubleshot Tickets through help desc ticketing & inventory system & Dell Dispatch

Provide technical support on incoming software issues and service requests at the walk-up desk

Repair & replace damaged hardware, updated & maintain multiple windows re-image

Assisted and supported/troubleshooting in an SCCM and JAMF environment

Experience supporting mobile devices (iOS and Android) under MDM, MDT solution & TruU (BYOD) enrollment

• Upgrade the entire system to enable compatible software updates, Drivers on all computers

Support standard desktop applications (MS Office, Office 365, etc.)

Hardware troubleshooting experience with laptops, desktops & network printers (Uniflow Printer)

Experience with enterprise SLA ticketing systems (Service Now, SPARC,)

Knowledge of all internet browsing, e-mail, and communications software including Internet Explorer,

Practical knowledge of accessories including keyboards, pointing devices, scanners, networking devices, routers, Doc station wireless devices, security devices

Networking Configuration knowledge RSA Token, Sisco & Netscape, devices cables.

IT Support Specialist 06/2022 – 08/2022

The Primary School, E. Palo Alto, CA

Met Customer Satisfaction expectations, resolved multiple tickets through ServiceNow ticketing system.

Customer service focused and always incorporate the view of the end user in technical solutions.

Provide hardware and software support in a Chromebook, iPad & Mac environment

Managed and troubleshot Tickets through help desk ticketing system (Zendesk)

Provide technical support contact for all staff, parents & students in TPS’s iPad, Chromebook & MacOS

Support & configure MDM PowerShell system, JAMF Pro & MS Endpoint Manager (Intune)

Performing tests and evaluations on new software and hardware

Support and maintain AV, communications, and technical systems across offices and school facilities.

Received & track physical inventory of IT hardware (e.g. computers, iPads, Chromebooks and accessories) and software licenses and services

IT Support Service 02/2022 – 06/2022 Job Train Coursera, Menlo Park, CA

Troubleshot POS issues and documented solutions using ServiceNow.

Manages the movement and installation of IT equipment to assure coordination of IT support and customer service.

Provide hardware and software support Windows 10, 11 & Mac environment

Managed and troubleshooting Tickets through help desc ticketing & inventory system

Provide support for users through beyond trust Remote desktop, telephony and Webex/Slack

Install & configure software & hardware, including printers, network devices under Security regulations

Installed, configured, and maintained software and performed troubleshooting in Windows 10, 11, PowerShell script & Linux Ubuntu using remote connection through Virtual Machines

Created, maintained Tickets, Bug reports, Checklist of various systems

Install and understanding of how the Network Stack, including TCP/IP, subnetting, DNS, and DHCP

Supporting & troubleshooting using SCCM logs, AD & Jamf environment

Volunteer, Non-Profit Organization, San Francisco, CA 05/2020 – 12/2021

Assisted in feeding 200 homeless and low-income individuals at St. Anthony’s Padus Dining Room

Helped prepare food and dish out meals to over 200 people per week

Fundraised for backpacks and school supplies for the Children’s fundraising efforts for the Back-to-School Backpack Drive

Gilead Sciences, Foster City, CA

IT System Analyst / Data Integrity Consultant

04/2015 – 04/2020

Responsible for the maintenance, configuration and reliable operation of the Data Integrity (DI), SME industry quality aspects, Managing and granting user permissions to the SharePoint site

Perform regular review of the files in DI SharePoint site, archive older files, and perform

monthly backup of the weekly status reports created by the DI team

Refresh the DI Partner program trackers from the data stored in the GTrack and GForce systems

Support PowerShell MDM, Intune Endpoint Manager Jamf pro at Mac, SCCM & AD application

Manage AD and security groups. Troubleshooting GPO’s, DNS & PowerShell.

Learning Management System Coordinator

Responsible for the creation and maintenance of training courses and training sessions; troubleshooting system issues and errors; knowledge of GPID and LMS systems

Knowledgeable in Quality Systems and GMP requirements

Manages and assigns training curricula and training items (e.g., courses, assessments, OJT), and tracks training completions

Develops paperless solutions in the LMS (e-Forms)

Maintains archival of training records for offsite storage via CRMS (Corporate Records Management System)

Document Control, Customer Service Reimbursement II

Crescendo Bioscience, Myriad Genentech Inc. South San Francisco, CA

09/2014 – 04/2015

Created cases in CRM system for missing or invalid patient information

Resolved cases in CRM and clinical lab system

Interacted with healthcare providers, field staff, insurers, Reimbursements Supervisor, and billing management to ensure timely collection of accounts

Responded to reported problems / complaints in a timely manner

EDUCATION:

Bachelor of Health Science in Administration and Management, 2011

California State University East Bay, Hayward, CA

Google IT Support Professional Certificate, Information Technology 2022

Job Train / Coursera, Menlo Park, CA

Bachelor of Environmental Health and Science, 2000

Jazira University, Jordan

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