L3 Desktop Support/ system administrator

Amir Fathollahi

Sr. Desktop Analyst with **+ years of experience in Remote and On site support with exceptional customer care to all levels of users. I am eager to learn new technologies and expand my knowledge.

McKinney, TX 818-***-**** ***********@*****.*** LinkedIn

Technical Skills

Familiar with Microsoft Fabric. Mac OS, iPhone OS, Jamf Pro, salesforce, Oracle, Prisma Global protect VPN, IDF and MDF.

Knowledge of Microsoft Operating Systems such as Windows Server, Windows Enterprise 10 and 11. Microsoft 365, O365, MS Power BI.

Knowledge of multi factor authentication apps such as Microsoft Authenticator, RSA, Duo, Secure ID, Azure Active Directory, Mobile Device Management

Knowledge of SharePoint Online, OneDrive, MS Power Platforms for building simple apps and automation, Citrix, WebEx, VDI, VMware.

Microsoft Intune administration, Autopilot Provisioning and imagine technology.

Experience

Blue Cross Blue Shield Texas, Richardson, TX Desktop Support Engineer Tier3 March 2022- March 2024

• Onsite and remote support Windows OS, handling Citrix VDI issues.

• Laptop/ Desktop upgrades (refreshes) using technologies such as Windows Autopilot and Intune, Company Portal.

• Remote Break/Fix identifying the issue and coordinating the replacement component.

• Close collaboration with SCCM and Engineering team to build windows machines.

• SecureID MFA troubleshooting, resolve Cisco AnyConnect VPN issues.

• Queue Manager for ServiceNow, ticket SLA and escalation. Asset lifecycle management.

• Mentor interns, processing NEO and Terminated users.

Health Equity, Irving, TX System Admin August 2021- February 2022

• Added and managed user accounts and group policies in Azure AD and using Intune for windows MDM.

• Provided support for Teams, Outlook, SharePoint, OneDrive and OneNote.

• Utilized Jamf Pro to deploy and manage Mac computers.

• Used Windows Autopilot for pre provisioned deployment, white glove and configurations.

• Cisco-DUO MFA security administration.

• Reporting to asset manager to ensure the assets are not out of warranty.

KABR Consulting, DFW, TX IT Support Specialist September 2018 - July 2021

• Provided contract IT support for KABR’s clients.

• Supported Office 365, Exchange Server, PowerApps, Power BI.

• Built workstations from scratch, installing the OS for end-user devices, Basic networking.

• Laptop repair. Troubleshot First Responder in-vehicle computers.

• Supported Amazon Chime and Flex, resolving customer issues.

Certification Education

AZ- 900 Microsoft Azure fundamental

MS- 900 Microsoft 365 Fundamental

IAU Azad University of Tehran BS Architectural Technology. 2012

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