It Support Specialist

Houssainatou Diallo

Mobile: 646-***-**** Email: ****************@*****.***

IT Support Desktop Support Specialist

Objective

Highly skilled IT professional with experience in installing, managing, configuring, and troubleshooting software on desktops, laptops, tablets, and servers. Proficient in managing firewall security appliances and performing user account maintenance. Seeking to leverage technical expertise and strong problem-solving abilities in a challenging IT environment.

SKILLS

Proficient in installing, managing, configuring, and troubleshooting software on desktops, laptops, tablets, and servers.

Strong knowledge of managing firewall security appliances.

Experience in user account maintenance, including adding, deleting, and resetting passwords.

Skilled in computer setup, including connecting new computers, installing software, and migrating data.

Flexible schedule, able to work after hours and weekends as needed.

WORK EXPERIENCE

Quest Logic Solutions, Hyattsville, MD

2020 - Present

IT Support

Installed, managed, configured, and troubleshot software on desktops, laptops, tablets, and servers.

Managed, configured, and troubleshot firewall security appliances to ensure network security.

Conducted user account maintenance, including adding new user accounts, setting up new user desktop profiles and mail profiles, deleting user accounts, and resetting passwords.

Set up and connected new computers, installed software, set up user profiles, and migrated profiles and data.

Worked flexible hours, including after hours and weekends as scheduled.

Koumo IT Services IT Support Analyst

2017 - 2020

Performed troubleshooting to isolate and diagnose common system problems; documented system events to ensure continuous functioning.

Installing and supporting Dell Desktop Computer hardware, software laptops, printers, and peripheral devices.

Assisted in training new personnel and creating training materials to facilitate on-boarding.

Maintain Active Directory Users, Computers, Update DNS records, maintain Group Policy, and Group Permissions in a mixed Linux and Windows OS environment.

Troubleshooting and repairing desktop hardware and software.

Resolve routine end-user in a timely manner using documentation; escalated as necessary.

Implemented network/security measures including anti-virus, spyware, malware mitigation, encryption and critical security updates.

Replacement of motherboards, video, sound, modem cards, hard drive disks, LCD screens and keyboards

Replacing all hardware components – motherboards, memory chips, hard drives, CPUs, LCD screens, palm rests, heat sinks, video cards, wireless network cards, etc.

Ensure optimal daily system performance by maintaining servers, executing nightly back-up, troubleshooting software and hardware issues, and participating in operational improvement projects.

Provisioned new servers, imaging, and daily monitoring and maintenance in an operational environment.

Increased SLA response time by 75%, by creating technical and project documentation, briefs, reports, WIKI knowledge database.

Responded to tickets in queue that needed to be assessed and completed in Jira ticketing system.

Certifications & Licenses

CompTIA Security+

Dell Certification

Education

Institute of Management, Economics and Accounting: Bachelors of Arts in Accounting (2013)

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